#1137 - Infobip & OIC - the Automation, AI Agents and Omnichannel mix

Infobip is an Oracle partner, with a compelling offering on the Oracle Marketplace, that makes it simple to leverage multiple communication channels from OIC integrations - 

It also offers lots more so do check it out here.

The omnichannel services surface via an adapter in OIC - 

Let's configure it - 

Now to leveraging this new connection in an integration - 

The Invoke is configured as follows - 

Very simple. Here are the other channels offered - 

Back to my SMS example - 

The Sender number is one I got from my colleagues at Infobip. To, is set to a cell number, contained in the request payload. Text is set to the message or text contained in the request payload.

I expose this integration as an Agentic AI Tool, and edit my order processing agent accordingly.

I extend the agent prompt template to include cell nr - 

I now run my ubiquitous order processing agent, passing the usual data, as well as cell nr.

The order is processed successfully - 

and I get the SMS.

I can also send order confirmations, via WhatsApp -

I add this integration as a tool to my orders processing agent - 

I check my iPhone - 

Summa Summarum

This post has just looked at a small subset of Infobip functionality, namely leveraging the Infobip adapter in OIC. 

This adapter is available from the Integration Store - 

Read all about the offering on the Oracle Marketplace - 

then contact Infobip via Visit Seller -

 

 

#1136 - OIC 26.04 New Features - Async Queue Depth Service Metric

Introduction 

This metric is now available with the 26.04 release. It gives insight into the OIC Async Queue for your OIC instance.

Async integrations are fire and forget. In my example, the client is SOAP UI and it sends requests to invoke the OIC integration, async create order.

In my simple demo, this async integration invokes a sync integration, which waits for 60 secs, before returning a response. This will ensure a build up of the async queue. My OIC instance has 1 message packs assigned to it, therefore the async concurrency limit is set to 50.

Before starting the SOAP UI load test, let's check out the Observability page, -

I start the test 1000 invokes of the async integration. 

Back in OIC Observability and we see the queue building up -

Note 73 invokes of the sync integration, i.e. the concurrent async limit is not 100% strictly enforced.

Now to the Service Metric - 

1000 - 129 = 871

Note: this service metric should be viewed with the following filters applied - 

• Interval - 1m
• Statistic - Sum

Alerts based on this Metric

The threshold you will use is dependent on your business use case. For demo purposes, I will create an alert to notify me if the queue is over 500. Click Edit queries - 

Click Create Alarm - 

Define a topic, I use email. Confirm the topic subscription - 

I run the SOAP UI test again and return to the Alarms page in the OCI console - 

I check out the Observability page in my OIC project - queue has built up.

Back in OCI - the threshold has been breached - 

The Alarm has fired - 

I receive the email -

Again, the 500 threshold was just an arbitrary limit I selected, as it fitted nicely to my test run of 1000 flows.

  




 

Summa Summarum

This new metric is very useful for monitoring throughput and performance. Remember, OIC will never refuse an async request, it will just be queued for future processing. How quickly that will happen depends on the complexity of the integration etc. as well as the concurrent async processing limit, applicable to your OIC instance. Naturally, the latter can be increased, by adding more message packs.

 

#1135 - OIC Agents & Human in the Loop (HITL)

Introduction

So what is this? - from ORCL help center - 

Human-in-the-Loop (HITL) in Oracle Integration Cloud (OIC) is a functionality that enables, manages, and automates human interaction with agentic AI workflows. It allows for the integration of human judgment, approval, and oversight into automated processes to improve accuracy, safety, and compliance.

For more background, Raison d'être etc. - please check out the detailed post from my esteemed colleague, Stan.

Back to my apocryphal Order Processing agent - we could envisage a corporate rule where orders > $10000 require human approval.

To enable such, we would need - 

• a UI - some sort of Order Approval form
• a workflow design - who should approve? within which timeline?
• the ability to be invoked as a tool
• the ability to make a callback to the agent e.g. order approved or order rejected.

and that's exactly what we're offering -

Forms

Here we surface the Forms you know and love from Process Automation -

I add the fields from my purchase order and also include a text area for any notes the approver may want to add.

The order fields are marked as Read Only, that's why you don't see text boxes. 

This form will be surfaced via the workflow, which we will now define. Remember to activate the form, before attempting to reference it in the workflow. 

Workflows

Just add the Human Task -

Now configure it - 

As you can see, there are 2 Outcomes available - 

• Complete, i.e. human task has completed.
• Approve or Reject - which I will choose.

I configure the other fields -

Now to the Start Event - 

I configure it as follows - 

{"assignee": "niall.commiskey@oracle.com",

"taskTitle" : "Approve Order for NiallC",

"orderNr": "1234",

"customer": "NiallC",

"country": "Ireland",

"product" : "iBike",

"price" : "67890",

"customerEmail" :"xxx@gmail.com"}

 As you can see, the Start Event payload includes the order data, along with the assignee and task title.

These are used in the human task mapper - 

The End Event has been configured as follows - 

The Mapping is as follows - 

Note - this is the callback, i.e. the return of the approvers response to the AI Agent.

The callback url can be viewed here- 

I activate the Workflow - 

and wrap it in an integration - 

This leverages the Human-in-the-loop native action - 

Assign the new tool to the agent, and add the following to the agent guidelines -

#### 2.1.  Human Approval for Large Orders

Use the **Human Approval** tool to get human approval for large orders. Large orders are those with a price > 10000. Wait for the response - if approved then create the order, if rejected, then notify the customer with a relevant email.

I run the integration with the following payload - 

This will trigger the approval human task - 

The Approve Order task is accessed via the Process Workspace - 

I click APPROVE - 

Back in Project Observability - 

Note the Callback - 

Now to the agent audit trail - 

Summa Summarum

HITL is a great addition to your Agentic AI toolkit, providing as it does, the hook for control and governance. This will improve the accuracy, safety, and compliance of your agentic workflows.