Why is the WAP administration feature being deprecated?
Wireless Application Protocol (WAP), February 2012
Starting in February 2012 release, the Oracle Service Cloud Agent Wireless Administration Interface will be removed. WAP support for end user pages will be removed in February 2016. The "Basic" pages, introduced in May 2013, are the perfect solution for replacing older WAP implementations. For additional information on the Basic pageset or to submit a question, refer to the CP: Pageset Basic discussion in the Customer Portal Forum.
Additional information for Basic page set, can be found in the 'Basic Page Set for the Customer Portal' section in online documentation for the version your site is running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.
All the functionality currently exists in the Oracle Service Cloud Contact Center Agent Desktop and the Accessibility Interface, and these interfaces include functionality far exceeding the WAP interface. You are already using the Agent Desktop to perform these functions, so this represents more business as usual for the majority of our clients. As an existing client, you will not have to take any action or perform any reconfiguration as a result of this feature removal. You simply use the other access methods to manage incidents.
This does not impact Oracle Service Cloud's continued support of the Wireless Application Protocol (WAP) functionality for end users. The only change is the removal of the Wireless Application Protocol (WAP) for agents.
Starting in February 2012, WAP incident management for agents will be removed. You can no longer view notifications, manage incidents, view reports, or search reference numbers.
Why is WAP Admin being removed?
Oracle Service Cloud listens to clients, and focuses resources based on client demands. Oracle Service Cloud has considered our client's usage pattern and has learned that clients do not value the WAP Admin function. Due to the cost of maintaining this functionality and the desires of our clients to have more rich mobile functionality, Oracle Service Cloud is removing this rarely used feature in favor of other development efforts.
What other methods are available to perform these functions?
The Agent Console has all the administrative functionality provided through WAP Admin. The Accessibility Interface also has duplicative features. There are more feature rich interfaces available, and these are the primary means to manage incidents for a majority of the Oracle Service Cloud client base.
What does this mean for my existing use of WAP Admin?
If you currently use WAP Admin, you should begin investigating using the .NET client. WAP Admin will no longer be available in new releases after February 2012, so we encourage you to get started soon on your effort of using the .NET client.