Siebel Communications 8.1
Siebel Communications 8.1
Siebel Communications 8.1
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Contents
Chapter 1: Chapter 2:
Product Modules and Options for Siebel Communications Business Functions of Screens in Siebel Communications About Prebuilt Integration with Siebel Communications
Oracle Communications Integration Pack for Order to Bill 25 Communications Agent Assisted Billing Care 25 About Passing Customer Orders to Oracle Billing Application 26 About Service Bundles 27
34
Setting the System Preferences for Integration 34 Setting Up Integration Users 37 Configuring Web Services 37 Enabling Component Groups 38 Configuring Workflow Policies 39 Activating the Workflows for Order Management 40 Changing the Default Billing Type to Subscription 41
Chapter 3:
Setting Up External Organizations for Siebel Communications Creating an Account in Siebel Communications (End User)
Creating an Account Hierarchy in Siebel Communications (End User) Reviewing an Account Hierarchy in Siebel Communications (End User)
Contents
Chapter 4:
Scenario for Profiles in Siebel Communications About Billing Profiles in Siebel Communications
Creating and Updating a Profile in Siebel Communications (End User) Creating or Updating a Billing Profile in Siebel Communications About Customer Profiles in Siebel Communications About Exemption Profiles in Siebel Communications About Financial Profiles in Siebel Communications About Fraud Profiles in Siebel Communications About Loyalty Profiles in Siebel Communications About Site Profiles in Siebel Communications 70 69
Creating and Updating an Address Profile in Siebel Communications (End User) Process of Managing Special Rating Profiles, Lists, and Products (End User)
Setting Up Special Rating Products in Siebel Communications 73 Creating Special Lists in Siebel Communications 74 Creating Special Rating List Items in Siebel Communications 75 Modifying Special Rating Lists in Siebel Communications (End User) 76 Changing the Association of Special Rating Lists in Siebel Communications
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Chapter 5:
Associating a Contact with a Trouble Ticket in Siebel Communications (End User) Additional End-User Tasks for Contact Management in Siebel Communications
Contents
Chapter 6:
Scenarios for Agreements and Entitlements in Siebel Communications Adding an Agreement in Siebel Communications (End User) 88
Adding Agreement Terms and Generating Totals in Siebel Communications (End User) 89 Creating and Printing an Agreement Document in Siebel Communications (End User) 89 Associating an Agreement with an Order in Siebel Communications (End User) 90 Associating an Agreement with a Service Item in Siebel Communications (End User) 91 Revising an Agreement in Siebel Communications (End User) 92 92 Viewing Agreement Details in the Explorer in Siebel Communications (End User)
Chapter 7:
Scenario for Setting Up Premises in Siebel Communications Setting Up Premises in Siebel Communications (End User)
Registering a Premise Hookup in Siebel Communications (End User) Verifying a Premise in Siebel Communications (End User) 100
Associating an Activity with a Premise in Siebel Communications (End User) Viewing Service Point Information in Siebel Communications (End User) Viewing Usage History in Siebel Communications (End User) 101 101
Viewing Service Requests for a Premise in Siebel Communications (End User) Adding a Service Request for a Premise in Siebel Communications (End User) Adding Infrastructure Information in Siebel Communications (End User) 103 Additional End-User Tasks for Premise Management in Siebel Communications
Chapter 8:
Contents
107
Associating Related Assets with a Primary Asset in Siebel Communications (End User) 108 Viewing Hierarchical Information for an Asset in Siebel Communications (End User) 108 Creating a Transaction for an Asset in Siebel Communications (End User) 109 Viewing Components Associated with an Asset in Siebel Communications (End User) 109 Adding a Service Request Associated with an Asset in Siebel Communications (End User) 110 Adding a Change Request to an Asset in Siebel Communications (End User) Viewing Service Points and Services in Siebel Communications (End User) 110 111
Chapter 9:
Scenario for Creating Opportunities in Siebel Communications Creating an Opportunity in Siebel Communications (End User)
Associating an Account with an Opportunity in Siebel Communications (End User) 116 Associating a Product with an Opportunity in Siebel Communications (End User) Creating a Quote for an Opportunity in Siebel Communications (End User) Creating a Profile for an Opportunity in Siebel Communications (End User) Associating a Site with an Opportunity in Siebel Communications (End User) Associating a Partner with an Opportunity in Siebel Communications (End User) 117 118 119 119 116
Generating Credit, Fraud, and Usage Information in Siebel Communications Setting Up the Invoice Image Feature in Siebel Communications
About Accessing or Updating Billing Information in Siebel Communications (End User) 126
Contents
Process of Accessing or Updating Billing Information in Siebel Communications (End User) 128
Accessing Billing Information 128 Viewing Balance Groups for a Billing Profile 129 Viewing Unbilled Services for a Billing Profile 130 Viewing Bills for a Billing Profile 131 Viewing Payments for a Billing Profile 132 Viewing Adjustments for a Billing Profile 132 Viewing Account Balances for Nonpaying Accounts Viewing Invoices 134
133
Entering Payment Against an Outstanding Balance in Siebel Communications (End User) 135
Recording Account-Level Payments 136 Recording Invoice-Level Payments 137 Recording Profile-Level Payments 138 Viewing Billing Payment History 139
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153
Requesting a Duplicate Invoice in Siebel Communications (End User) Updating a Billing Profile in Siebel Communications (End User) Additional End-User Tasks for Billing Management 154 154
153
Adding an Activity to a Work Order in Siebel Communications (End User) Creating Work Order Line Items in Siebel Communications (End User)
Contents
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Additional End-User Tasks for Work Order Management in Siebel Communications 162
Associating Parent and Child Trouble Tickets in Siebel Communications (End User) 168 Viewing Fallout Orders for Trouble Tickets About Trouble Ticket Solutions 170 171 172 173 169
Using the Customer Satisfaction Survey in Siebel Communications (End User) Analyzing Trouble Tickets Data in Siebel Communications (End User)
Additional End-User Tasks for Trouble Ticket Management in Siebel Communications 173
Reviewing and Adding a Credit Alert in Siebel Communications (End User) Adding an Activity to a Credit Alert in Siebel Communications (End User) Contacting the Customer About a Credit Alert (End User) 181 Entering Payments for Credit Alerts in Siebel Communications (End User)
Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User) 182
Submitting Requests for Account Adjustments or Payment Plans (End User) 183 Viewing Account Adjustment or Payment Plan Request Outcomes (End User) 185 Recording Customer Decisions About Account Adjustments or Payment Plans (End User) 186
187
Contents
Updating Collection Actions in Siebel Communications 188 Processing Collection Payments in Siebel Communications 190 Closing Collections Actions in Siebel Communications 190
191 191
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Contents
SWI Special Rating - Synchronize Process SWIAdjustmentStatusUpdate 225 CMU Credit Alert Status Sync 226 SIA External Integration Process Workflow
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226 228
238
239
SWI External Account Integration Process Workflow 239 SWI External Contact Integration Process Workflow 240 SWI External Customer Req Integration Process Workflow 241 SWI External Contact Req Integration Process Workflow 242 SWI External Account Request Sync Process Workflow 244 SWI External Contact Request Sync Process Workflow 245 SWISendPaymentAuthorization Workflow 246 SWISendCreditCheck Workflow 248
Index
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Table 1. Topic
New Product Features in Siebel Communications Guide, Version 8.1 Rev. D Description New topic, moved from Siebel Order Management Guide Addendum for Industry Applications. You can change the SIS OM Add Service Charge Sub-Process workflow to apply the Subscription billing type. This chapter has been removed from the guide and its content has been moved to Siebel CRM Web Services Reference.
Table 2. Topic
New Product Features in Siebel Communications Guide, Version 8.1 Rev. C Description New topic. The date-time fields in the Billing Profile screen use UTC format. Modified topic. The workflow steps have been changed. Modified topic. The workflow steps have been changed. Modified topic. The workflow steps have been changed. Modified topic. The workflow steps have been changed. Modified topic. The workflow steps have been changed. Modified topic. The workflow steps have been changed.
Time Zones in Date-Time Fields on page 127 SWI Account Update Workflow on page 221 SWI Address Update Workflow on page 221 SWI Contact Update Workflow on page 222 SWI Billing Profile Update Workflow on page 223 SWI Special Rating - Synchronize Process on page 224 SWIAdjustmentStatusUpdate on page 225
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Table 2. Topic
New Product Features in Siebel Communications Guide, Version 8.1 Rev. C Description Modified topic. The workflow steps have been changed. Modified topic. The workflow steps have been changed. Modified topic. The workflow steps have been changed.
CMU Credit Alert Status Sync on page 226 CMU SIA Submit Adjustment Request to External on page 235 SWI External Account Request Sync Process Workflow on page 244 SWI External Contact Request Sync Process Workflow on page 245 SWISendPaymentAuthorization Workflow on page 246 SWISendCreditCheck Workflow on page 248 SWIAdjustmentStatusUpdate on page 277 SWIAssetManagement on page 278 SWIContactServices on page 281 SWICustomerParty on page 284 SWITroubleTicket on page 288
Modified topic. The workflow steps have been changed. Modified topic. The workflow steps have been changed. Modified topics. The UTCCanonical flag has been added to the request messages of Web services.
Table 3. Topic
New Product Features in Siebel Communications Guide, Version 8.1 Rev. B Description New topic. Functionality is added to support the Simple Service Bundle methodology, which allows a subscription product to be optimized as a service bundle. New system preferences are added for Oracle Application Integration Architecture integration.
About Simple Service Bundles on page 28 Setting the System Preferences for Integration on page 34
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Table 3. Topic
New Product Features in Siebel Communications Guide, Version 8.1 Rev. B Description Modified topic. Workflows to synchronize data between the Siebel CRM application and the billing application have been added or changed. Modified topic. A workflow to allow users to view content in the Billing Profile portal has been changed. New topic. Workflows to allow users to manage contacts, accounts, and payments have been added. Modified chapter. Web services have been added to support the integration of Oracles Siebel Communications with external applications. Web service descriptions that appeared in the previous edition of this guide have been moved to Siebel CRM Web Services Reference.
Workflows for Synchronization on page 217 Workflow to View Content in the Billing Profile Portal on page 226 Workflows to Manage Contacts, Accounts, and Payments on page 239 Web Services Reference on page 251
Table 4. Topic
New Product Features in Siebel Communications Guide, Version 8.1 Rev. A Description New system preferences are added for Oracle Application Integration Architecture integration. New special rating lists and special rating products functionality has been added to support services that undergo special processing in billing and rating applications, such as friends and family plans. New functionality allows you to view the balance of a service account that is the nonpaying account of a billing account. New functionality allows you to create adjustments to charges for unbilled usage. New functionality allows you to create adjustments to charges for unbilled usage for child accounts. New functionality allows the Order and Service Management (OSM) application to generate trouble tickets for failed orders, which pass to Siebel Communications through the integration.
Setting the System Preferences for Integration on page 34 Process of Managing Special Rating Profiles, Lists, and Products (End User) on page 72 Viewing Account Balances for Nonpaying Accounts on page 133 Creating Adjustments for Unbilled Usage on page 148 Creating Adjustments for Unbilled Usage for Child Accounts on page 149 Viewing Fallout Orders for Trouble Tickets on page 169
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Table 4. Topic
New Product Features in Siebel Communications Guide, Version 8.1 Rev. A Description Information about integrating credit alerts with Oracle Communications Billing and Revenue Management has been added to the guide. You can perform batch imports of credit alerts from an external application. New functionality helps you to update, process payments for, and close collections actions for credit alerts. New workflows have been added to synchronize data between the Siebel CRM application and the billing application. The CMU SIA Submit Adjustment Request to External workflow has been updated. New workflows have been added to allow users to enter adjustments for bills in the Billing Profile portal. Web services have been added to support the integration of Siebel Communications with external applications for managing billing and revenue.
About Credit Management in Siebel Communications on page 175 Reviewing and Adding a Credit Alert in Siebel Communications (End User) on page 179 Process of Managing Collections in Siebel Communications (End User) on page 187 Workflows for Synchronization on page 217 CMU SIA Submit Adjustment Request to External on page 235 Workflows to Enter Adjustments in the Billing Profile Portal on page 228 Chapter 17, Web Services Reference
Table 5. Topic
New Product Features in Siebel Communications Guide, Version 8.1 Description Siebel Communications can be integrated with third-party billing and revenue systems through Oracle Application Integration Architecture.
About Prebuilt Integration with Siebel Communications on page 24 Process of Setting Up an Integration on page 34 About Passing Customer Orders to Oracle Billing Application on page 26 About Service Bundles on page 27
Integration includes the ability to pass customer orders to Oracle Communications Billing and Revenue Management. Integration includes the ability to process service bundles.
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Table 5. Topic
New Product Features in Siebel Communications Guide, Version 8.1 Description New functionality has been added for creating a billing profile. New functionality has been added for viewing billing profile details.
About Billing Profiles in Siebel Communications on page 63 Entering Payment Against an Outstanding Balance in Siebel Communications (End User) on page 135 Recording Profile-Level Payments on page 138 Creating Adjustments for Bills on page 142 Workflows for Synchronization on page 217 Workflow to View Content in the Billing Profile Portal on page 226 Workflows to Enter Adjustments in the Billing Profile Portal on page 228
New functionality has been added for entering payments for a billing profile. New functionality has been added for performing billing adjustments. Workflows have been added to synchronize data between the Siebel CRM application and the billing application. A workflow has been added to allow users to view content in the Billing Profile portal. Workflows have been added to allow users to enter adjustments for bills in the Billing Profile portal.
Additionally, the guide has been updated to reflect product name changes.
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16
This chapter includes the following topics: About Siebel Communications on page 17 Key Features of Siebel Communications on page 18 Product Modules and Options for Siebel Communications on page 21 Business Functions of Screens in Siebel Communications on page 22 About Prebuilt Integration with Siebel Communications on page 24 Process of Setting Up an Integration on page 34
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Table 6.
Siebel Communications and Siebel Media Solutions for Key Business Issues Siebel Communications and Siebel Media Solutions Management of accounts through multilevel account hierarchies based on complex account relationships Independent management of service accounts and billing accounts Tracking of physical facilities and network delivery points through premise records Tracking of meters at service points Management of account and customer information through profiles Automated production of agreements from accepted quotes Coordination of pricing information Assigning of standard terms, conditions, and features Tracking to make sure that agreements and service entitlements are fulfilled Creation of a history of all the changes that have been made to various kinds of information Records show who has accessed an item, what operation has been performed, when it was performed, and how the value was changed Useful for maintaining security, examining the history of a particular record, and documenting modifications for future analysis and recordkeeping Integration with back-office billing systems Query and display of billing information Management of payment information, payment plans, bill adjustments, and bill profiles Single desktop to manage multiple types of customer interactions Integrated Web and Interactive Voice Response (IVR) self-service functionality Integration with a back-office credit system Management of credit alerts Notification of customers who are delinquent in payments
Agreement management
Audit trail
Billing management
Credit management
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Table 6.
Siebel Communications and Siebel Media Solutions for Key Business Issues Siebel Communications and Siebel Media Solutions Analytical tools for segmenting prospects and developing targeted campaigns Campaign management tools for developing and executing multichannel campaigns Prebuilt performance analysis tools Call scripting (providing text that uses proactive selling and retention techniques for employees to use when speaking with customers) Territory assignment, lead scoring, and routing Oracles Siebel Partner Relationship Management, which allows your company to turn channel partners into an extended, virtual sales and service organization through the Internet Oracles Siebel eService and Oracles Siebel E-Support, which allow your customers to create and track their own trouble tickets and service requests, and to search for answers to frequently asked questions (FAQs), through the Internet Oracles Siebel eSales and Oracles Siebel E-Commerce, which allow your customers to use the Internet to browse though your companys products and services, and to configure and purchase them Customer profile that is shared throughout the enterprise Profile analysis to predict customer churn Generation of win-back actions Sales tools that increase sales effectiveness and maximize time spent building relationships Tools for marketing analysis, campaign development, and execution Management of physical assets available at a customer site Tracking of equipment sales to accounts Management of meters and assets Integration with a back-office fraud management system Management of fraud alerts Definition of relevant thresholds for customer fraud profiles Classification of customer accounts to indicate the likelihood of fraud Management of customer accounts that are either late in settlement or delinquent
Customer retention
Fraud management
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Table 6.
Siebel Communications and Siebel Media Solutions for Key Business Issues Siebel Communications and Siebel Media Solutions Oracles Siebel Configurator automates the generation of quotes and sales orders Tracking of relationships between sales, sales orders, and work orders Definition of process rules and automatic escalation of open sales orders Use of product classes and attributes, and product bundles in generating sales orders Provisioning of sales orders through work orders A set of tools for defining pricing adjustments and the conditions under which they should be applied An engine that evaluates condition statements and determines which pricing adjustments to apply A testing area that allows assessment of the pricing adjustments Integration with end-user interfaces such as Quotes, Orders, Oracles Siebel eSales, Oracles Siebel Partner Relationship Management, and Oracles Siebel Configurator Analysis of customer information and measurement of campaign results with eIntelligence Creation and execution of targeted marketing campaigns Internet marketing with eMarketing: Integrated email campaigns, customized Web offers, personalized Web pages, Internet newsletters, and Internet surveys Prebuilt Web services that provide interfaces to leading Operating System Software (OSS) and Enterprise Resource Planning (ERP) applications Integration mapping tools for cross-application process integration Oracles Siebel Enterprise Integration Manager (EIM), which allows bidirectional data exchange and synchronization Performing credit verification and address validation Maintenance of billing accounts through an external billing system
Pricing management
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Overview of Siebel Communications Product Modules and Options for Siebel Communications
Table 6.
Siebel Communications and Siebel Media Solutions for Key Business Issues Siebel Communications and Siebel Media Solutions Single platform for logging, assigning, managing, and resolving customers problems, including network problems or outages affecting customers Online solutions search capability Proactive customer notifications through email, pager, fax, and Internet Automatic escalation of overdue trouble tickets and service requests Integration with external outage management systems Scripting engine that identifies upsell and cross-sell opportunities with every customer contact Product configuration system that prompts the salesperson to propose high-margin services Integrated asset management system that provides information about configuration at each service location Access to customer usage and service information Summary customer data for account analysis
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Siebel Communications and Siebel Media Screens and Views Functions Create, view, and update accounts. Set up and maintain account hierarchies. Define and maintain account profile information. Query customer bills. Record bill payments, repayment plans, and adjustments. Track personal activities and view activities for other team members. Track the progress of accounts, trouble tickets, service requests, interactions with contacts, and opportunities. Create, generate, modify, approve, and track agreements. Manage information about products sold to accounts. Creates a history of the changes that have been made in Siebel Communications and Oracles Siebel Media. Gather and format information from a number of different sources, both inside and outside your company, including the World Wide Web. Create and display activities (including todo activities) and share calendar information with co-workers. Manage outbound communications with prospects targeted for a particular marketing effort. For More Information See Chapter 3, Accounts in Siebel Communications, Chapter 4, Profiles in Siebel Communications, and Chapter 10, Billing in Siebel Communications in this guide See Siebel Applications Administration Guide
Activities
Agreements
See Chapter 6, Agreements and Entitlements in Siebel Communications, in this guide See Siebel Field Service Guide See Siebel Applications Administration Guide See Siebel eBriefings Administration Guide
Briefings
Calendar
Campaigns
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Siebel Communications and Siebel Media Screens and Views Functions Record and track business and personal contact information associated with an account, an opportunity, a trouble ticket, or service request. Manage and monitor customer credit issues. Share data with third-party credit management applications. Associate entitlements with accounts, contacts, and products. Determine a customers eligibility for service under its entitlements. Manage expense-report information for your own expenses, or your teams expenses. Create business forecasts based on opportunities or products. Manage and monitor customer fraud issues. Share data with third-party fraud management applications. Display company- and industry-related literature cataloged by the Siebel administrator. Manage sales opportunities for business and residential customers. Create sales orders and track their status. Generate order summaries. For More Information See Chapter 5, Contacts in Siebel Communications, in this guide
See Chapter 13, Credit Management in Siebel Communications, in this guide See Chapter 6, Agreements and Entitlements in Siebel Communications, in this guide See Siebel Applications Administration Guide See Siebel Applications Administration Guide See Chapter 14, Fraud Management in Siebel Communications, in this guide See Siebel Applications Administration Guide See Chapter 9, Opportunities in Siebel Communications, in this guide See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Communications See Chapter 7, Premises in Siebel Communications, in this guide
Opportunities
Orders
Premises
Create and maintain premises. Track service points, customer premise equipment, and meters associated with a premise. Display products, product lines, product features, and price lists.
Products
See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Communications See Siebel Applications Administration Guide
Quality
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Siebel Communications and Siebel Media Screens and Views Functions Create, view, and update quotes. Update opportunities and configure solutions for quotes. Create, display, and update customer requests for information about or assistance with products or services. Define the application workflow for an interactive situation in a script. These interactive situations could include inbound communications (such as customer service) and outbound contacts (such as telemarketing). Search, organize, and add to a knowledge base of answers to service requests and trouble tickets. Create, display, and update customer requests for information about or assistance with products or services. Manage the work components associated with activating or turning off service for a customer. For More Information See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Communications See Chapter 12, Service Requests and Trouble Tickets in Siebel Communications, in this guide See Siebel SmartScript Administration Guide
Solutions
Trouble Tickets
See Chapter 12, Service Requests and Trouble Tickets in Siebel Communications, in this guide See Chapter 11, Work Orders in Siebel Communications, in this guide
Work Orders
The following topics provide additional information about integrating Siebel Communications with an application for managing billing and revenue:
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About Passing Customer Orders to Oracle Billing Application on page 26 About Service Bundles on page 27
For more information about the PIPs described in this topic and other PIPs, visit the Industry-Specific PIPs Web page at http://aia.oraclecorp.com/products/indspc.html Additionally, the following Oracle Application Integration Architecture for Communications guides, which you can access on the Oracle Technology Network, are available for these PIPs: Process Integration for Order Management Implementation Guide Process Integration for Customer Management Implementation Guide Process Integration for Product Management Implementation Guide Process Integration for Billing Management Implementation Guide
NOTE: To allow these integrations, your company must purchase the CME Billing Management option in Siebel Communications (which exposes billing and revenue management views), required Oracle PIPs, and Oracle Application Integration Architecture licenses.
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Create Account. This integration flow interfaces customers to Oracle Communications Billing and Revenue Management. It runs during the Order Management processing flow. Update Customer Account. This integration flow updates accounts from Siebel CRM to Oracle Communications Billing and Revenue Management.
Integrated Billing Management. This process integration integrates the billing management process between Siebel CRM and Oracle Communications Billing and Revenue Management. The allows Siebel CRM to be used as the single interface to access all customer-related information, including data that is mastered and maintained within Oracle Communications Billing and Revenue Management. It includes support for the following key processes to be performed from Siebel CRM:
View balance groups and balance details in real time Display unbilled usage information in real time View invoice details View payment and adjustment history Capture payments for an invoice and send them to Oracle Communications Billing and Revenue Management for processing Capture new adjustment requests and send them to Oracle Communications Billing and Revenue Management for processing
The Account Type field must have a value of Business or Residential. The Account Class field must have a value Customer, Service, or Billing. The Primary Contact field must contain data. An account address must be designated as the primary address.
The price list in the order header must be the same price list that the Oracle Communications Billing and Revenue Management application uses. The following fields in the order lines must contain data:
Service Id (if the order line relates to a service bundle) Service Account Billing Account
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Billing Profile NOTE: A billing profile is successfully passed to the billing application if the billing profile satisfies some conditions. For more information about these conditions, see About Billing Profiles in Siebel Communications on page 63.
To see the products in a bundle, navigate to Administration - Product screen, Products view, select the product bundle, and click the Bundle Product view tab. A service bundle for wireless phone service might include the following items: Rate plans (for example, Main Line 1, Main Line 2, and an add-on line) Activation fees Usage fees Features (for example, call forwarding)
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Discounts (for example, 50% off the first 3 months and a free minutes discount) SMS (Short Message Service) for text messaging. This service might include rate plans (for example, SMS Basic and SMS Unlimited)
In this example, the activation fees and usage fees are simple products, the rate plans, features, and discounts are customizable products, and the SMS is a nested service bundle.
To see the Billing Type field and the Billing Service Type field for a service bundle or a product in that bundle, navigate to the Administration - Product screen, Products view and select the record for a service bundle or a product in that bundle. Expand the form in the Detail view. The Billing Type field and the Billing Service Type field display in the Logistics section of the form. After products are synchronized, do not change the values in these fields. Though Siebel Communications provides no validation rules, all product components under a service bundle must have the billing account, service account, and billing profile of the root product in that service bundle. The billing account, service account, and billing profile fields are associated with the line items in an order and are populated when a user creates an order. If you modify, disconnect, suspend, resume, or transfer a service item that relates to a parent service bundle, or if you upgrade or downgrade a promotion for a service item that relates to a parent service bundle, multiple service charges can be automatically created if the parent service bundle includes child service bundles to which service charges apply. If a service bundle status is updated, the statuses of the product components in a service bundle are updated. If a customizable product that contains a service bundle is updated, the status of the service bundle is updated. The SIS OM Order Line Item Update Main workflow updates the status field of order line items, but administrators can configure this workflow to update other fields.
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A simple service bundle combines a service bundle and a billing product into a single Siebel CRM product. Combining two products in one can simplify the product hierarchy of a service bundle. Additionally, synchronizing an already-created subscription product from Oracle Communications Billing and Revenue Management minimizes the manual setup steps for a service bundle in Siebel Communications. A simple service bundle can only include products of billing type Event as components. These event products are synchronized from Oracle Communications Billing and Revenue Management. For example, a simple service bundle called Internet Service might have a component event product called Internet Activation. A simple service bundle can be a simple product or a complex product. A simple service bundle that is a simple product represents a single-event product in Oracle Communications Billing and Revenue Management. A simple service bundle that is a complex product represents a multiple-event product in Oracle Communications Billing and Revenue Management. In Siebel Communications, a simple service bundle can be a root-level product, can be nested in another service bundle, or can be nested in a complex product.
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Comparison of Service Bundles and Simple Service Bundles Figure 1 shows how a specific grouping of services might be set up using service bundle functionality only, and how the same grouping of services might be set up using simple service bundle functionality.
Figure 1.
On the left, under Service Bundle, the item labeled SB and shaded in blue represents a service bundle manually created in Siebel CRM, with its Billing Type set to Service Bundle. Items labeled BC and shaded in yellow represent service bundle component products synchronized from Oracle Communications Billing and Revenue Management. The Internet Access Service bundle is mapped to the Internet - MCF product, and the Internet - MCF product is mapped to multiple events in Oracle Communications Billing and Revenue Management. On the right, under Simple Service Bundle, the item labeled SI and shaded in pink represents a subscription product synchronized from Oracle Communications Billing and Revenue Management, with its Service Instance flag set to Y. Items labeled BC and shaded in yellow represent service bundle component products synchronized from Oracle Communications Billing and Revenue Management. The Internet - MCF product is mapped to multiple events in Oracle Communications Billing and Revenue Management.
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In the service bundle, certain features are set up as multiple nested products. For example, Internet Email may be two products, a service bundle product manually configured in Siebel CRM, with an associated component product synchronized from Oracle Communications Billing and Revenue Management. By contrast, in the simple service bundle, the corresponding features are set up as single products. For example, Internet Email may be one product, a subscription product synchronized from Oracle Communications Billing and Revenue Management, then flagged as a service instance in Siebel CRM.
Constraints on Simple Service Bundles Simple service bundles operate under the following constraints: A product that has pending quotes, orders, or assets in the Siebel application or in Oracle Communications Billing and Revenue Management cannot be converted to a simple service bundle. You cannot manually add any items, such as billing products, discounts, special rating products, or other service bundles, to a simple service bundle. The only components a simple service bundle can include are products of billing type Event that are synchronized from Oracle Communications Billing and Revenue Management. Disconnecting a simple service bundle disconnects both the service instance and the product in Oracle Communications Billing and Revenue Management. This disconnection means that you cannot upgrade to or downgrade from one simple service bundle to another while retaining the same service instance. In a simple service bundle, the service account, billing profile, and billing account must be the same account.
New Purchases and Simple Service Bundles New orders for simple service bundles have the following characteristics at run time (that is, when new order processing occurs in Siebel Communications): Service and product instances. A simple service bundle is a subscription product and a service product at the same time. Therefore, when an order for a simple service bundle is processed in Siebel Communications, the integration creates both a service instance and a purchased product instance in Oracle Communications Billing and Revenue Management. If the service is purchased in the context of a promotion, the product instance in Oracle Communications Billing and Revenue Management is linked to the simple service bundle instance. Quantity. If a simple service bundle line item has a quantity of more than one, that quantity applies only to the product purchase. Thus, a simple service bundle line item creates a single service instance and a purchased product instance with a quantity as specified on the order line. Billing types. The simple service bundle functionality supports both single-phase billing, in which both initiation and billing occur in one call to the billing system, and two-phase billing, in which initiation and fulfillment occur in separate calls to the billing system.
Change Orders and Simple Service Bundles Change orders for simple service bundles have the following characteristics at run time (that is, when change order processing occurs in Siebel Communications):
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Suspend and resume. Suspending or resuming the asset representing a simple service bundle suspends or resumes the service and product in Oracle Communications Billing and Revenue Management. Disconnect. Disconnecting the asset representing a simple service bundle cancels the service and product instance in Oracle Communications Billing and Revenue Management. NOTE: When using a simple service bundle, it is not possible to cancel the product without canceling the service.
Transfer. Transferring the asset representing a simple service bundle in Siebel Communications (that is, performing a move-add or move-delete operation) results in an adjustment to the crossreference in Oracle Application Integration Architecture for both the service instance and the purchased product instance. Service update. Updates the service instance attributes (for example, Service ID, Billing Account, Billing Profile) in the asset representing the simple service bundle result in the same updates to the service instance in Oracle Communications Billing and Revenue Management. Product update. Updates to product attributes (for example, pricing changes and promotion references) on the asset representing the simple service bundle result in the same updates to the purchased product instance in Oracle Communications Billing and Revenue Management. This includes changes to billing dates as part of two-phase billing. One-time charge. If a one-time charge is defined and applied for a move, add, change, and delete (MACD) action in Siebel Communications, the charge is applied in Oracle Communications Billing and Revenue Management to the balance group for the service instance.
Configuring a Simple Service Bundle To configure a simple service bundle, follow this procedure.
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Complete the field described in the following table. Field Service Instance Comments Select to identify a subscription product as a simple service bundle. The Service Instance flag can only be selected for a product that has a Billing Type of Subscription. After pending orders or assets reference a product, the value of the Service Instance field for that product cannot be changed. The Oracle Communications Billing and Revenue Management application recognizes the product as a simple service bundle and adds event products as child components. When the simple service bundle is synchronized with Siebel Communications again, the event items appear as line items in the simple service bundle. NOTE: In Siebel CRM, you cannot add child components to a product with Billing Type set to Subscription and Service Instance set to Y. Synchronization with Oracle Communications Billing and Revenue Management adds child products with Billing Type set to Event. CAUTION: Do not try to make a subscription product created in Siebel CRM into a simple service bundle by setting its Service Instance flag to Y. Doing so can cause unexpected and undesired behavior. Oracle Application Integration Architecture will not create a cross-reference to that product on the Oracle Communications Billing and Revenue Management side, or synchronize that product with Oracle Communications Billing and Revenue Management.
Viewing the Event Items in a Simple Service Bundle To view the child event items associated with a simple service bundle, follow this procedure.
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When only one billing product will ever be applicable for a given service, set up the service as a simple service bundle. This restriction applies because a service with a single billing product does not have any associated service-level billing discounts, nor does a need exist to switch from one product variant to another while retaining the same service. Additionally, this product does not need a special rating. A product that is defined as a simple service bundle cannot be changed to a service bundle. Conversely, a product that is defined as a service bundle cannot be changed to a simple service bundle. Such changes would adversely affect the processing of change orders for existing assets. If a change to the product bundling requirements necessitates changing a service bundle to a simple service bundle, or the other way around, then you must define another product in Oracle Communications Billing and Revenue Management, synchronize it with Siebel CRM, and configure it differently. Because a single asset represents both the service instance and the billing product, you cannot upgrade a customer from a service modelled as a simple service bundle to a service modelled as a service bundle, while retaining the same service instance. You must perform the upgrade through a service cancellation and repurchase.
1 2 3 4 5 6 7
Setting the System Preferences for Integration on page 34 Setting Up Integration Users on page 37 Configuring Web Services on page 37 Enabling Component Groups on page 38 Configuring Workflow Policies on page 39 Activating the Workflows for Order Management on page 40 Changing the Default Billing Type to Subscription on page 41
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Query for the Oracle Application Integration Architecture integration system preferences, and set the appropriate value for each. Oracle Application Integration Architecture integration system preferences are listed in the table that follows. System Preference Cancel Error Mode
Comments Controls the behavior when an order that has future-dated line items is cancelled. Those future-dated line items will be affected by the cancellation of this order. Values are as follows: 1 Do not display warning messages. 2 Display warning messages. 3 (Default) Display warning and error messages, and stop processing.
Controls the behavior of the pop-up applet that prompts for the Due Date for change orders such as Modify, Disconnect, Suspend, and Resume. Values are as follows: 1 No warning messages are displayed. Modify, Suspend, Resume, and Disconnect (MACD) operations are continued for assets and orders. 2 (Default) Display warning messages. Enable the Continue button on the Due Date window. 3 Display warning messages. Disable the Continue button on the Due Date window.
Controls whether or not to enable the Oracle Application Integration Architecture Communications integration features. Values are as follows: TRUE Enable Oracle Application Integration Architecture Communications integration features. FALSE Disable Oracle Application Integration Architecture Communications integration features.
Controls whether or not to enable the Oracle Application Integration Architecture Communications integration testing features. Values are as follows: TRUE Enable Oracle Application Integration Architecture Communications integration testing. FALSE Disable Oracle Application Integration Architecture Communications integration testing.
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Comments XML files are available on the specified path, with file names in the form <OrderNumber>_<RevisionNumber>.xml. The files can be sorted by Date Modified. Enabled only if the Enable AIA Testing system preference is set to TRUE. Value is as follows: /export/home/qa1/orderbackup/
A product that is synchronized from Oracle Product Information Management Data Hub is a workspace version, that is, a test version, in Siebel CRM. This system preference holds or releases all the products associated with a workspace. This system preference appears in the SWIProductImportIO, SWIAttributeImportIO, and SWIProductClassImport Web services. Additionally, a Product Release Flag in each product definition can be used to release the individual product. The Workspace Release Flag system preference has the following values: N. Default value. Siebel CRM does not automatically release the products. In this case, a user can set the Product Release Flag of an individual product to Y to release that specific product, and all the other products in the same payload will not be released. Y. Siebel CRM automatically releases the products. In this case, all the products belonging to the Workspace are automatically released. This setting overrides the Product Release Flag settings of the individual products in the Workspace. D. Signifies a default or empty value. In this case, the default value of this system preference, which is N, determines whether to automatically release the product.
Enables or disables the MDM1 PIP. Default value is set to FALSE. To enable the MDM PIP, you must change this system preference value to TRUE and restart the Siebel server. Enables or disables the Order-to-Cash PIP. Default value is set to FALSE. To enable the Order-to-Cash PIP, you must change this system preference value to TRUE and restart the Siebel server.
CAUTION: It is recommended that you not set the Enable AIA Comms and Enable AIA OrderToCash system preferences to TRUE in the same Siebel CRM instance. Interoperability of Siebel Communications PIPs (Order-to-Bill and Agent Assisted Billing Care) with the Order-toCash PIP is not tested or supported by Oracle.
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Set other system preferences, if necessary. For more information about system preferences, see the chapter on ongoing tasks and the system preferences appendix in Siebel Applications Administration Guide.
3 4
If the Web service is not active, change the status from Inactive to Active, and click Clear Cache. In the Service Ports list for the Web service, change the following text strings in the Address field to the appropriate data for your server:
<webserver>
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A call out of the Siebel Call Center module for Siebel Communications uses an outbound Web service. To configure the outbound Web services, complete the steps in the following procedure.
In the Service Ports list for the Web service, change the web server name and port in the Address field to the appropriate data for your server.
Table 8.
Component Groups to Enable Component Group Alias EAI CommMgmt Communications ISS Workflow
Component Group Name Enterprise Application Integration Communications Management Siebel CME Siebel ISS Workflow Management
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Create a job to run the Generate Triggers component in the Workflow Management component group. For more information, see the topic about running Generate Trigger in Siebel Business Process Framework: Workflow Guide.
Expose the Default Tasks parameter so that you can change this parameter value when you copy the Workflow Manager Agent component in the next step. For more information, see Exposing the Default Tasks Parameter on page 39.
Create a copy of the Workflow Monitor Agent component. For more information, see Copying the Workflow Monitor Agent Component on page 40.
Start the new Workflow Monitor Agent task for customer synchronization. For more information, see the topic about using the Workflow Monitor Agent in Siebel Business Process Framework: Workflow Guide.
(Optional) Review the log files for the new Workflow Monitor Agent task. For more information, see the topic about workflow policies and Siebel Server task trace files in Siebel Business Process Framework: Workflow Guide.
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Log out of the application and then log in again so that the parameter setting takes effect.
Table 9. Field
Field Values for Copied Workflow Monitor Agent Component Value Workflow Monitor Agent SWI WorkflowMonSWI Workflow Management
In Table 9, the Component Group should be 'Workflow Management' and the group name has to be set at the parameter for the new component in the parameter list in Table 10. Group Name: SWI Customer Update Policy Grp Table 10 shows the values to enter for some parameters for the copied component in the Component Definitions view in the Administration - Server Configuration screen, then the Enterprises view. To see the advanced parameters, click Advanced in the Component Parameters list.
Table 10.
Parameter Values for Copied Workflow Monitor Agent Component Type Not applicable. Advanced Advanced Not applicable. Value 5 1 15 SWI Customer Update Policy Grp
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For information about activating the order management workflows, see the topic about setting up order management in Siebel Order Management Guide. This task is a step in Process of Setting Up an Integration on page 34.
5 6
In the QuoteFieldValue1 and OrderFieldValue1input parameters, replace Service Bundle with Subscription. Save and reactivate the workflow.
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This chapter defines some basic concepts about accounts. It also provides the procedures for setting up account hierarchies and updating account information. Administrators, such as call center administrators, sales administrators, and sales managers, will benefit from reading this chapter. It describes how your customer service representatives (end users) will enter information into the accounts screens, which form the hub of customer information. After becoming familiar with the end-user procedures, you can customize the software to fit your companys needs. This chapter includes the following topics: About Accounts in Siebel Communications on page 43 Scenario for Accounts in Siebel Communications on page 47 Setting Up External Organizations for Siebel Communications on page 49 Creating an Account in Siebel Communications (End User) on page 50 Creating an Account Hierarchy in Siebel Communications (End User) on page 51 Reviewing an Account Hierarchy in Siebel Communications (End User) on page 52 Accessing or Updating Account Information in Siebel Communications (End User) on page 53 Monitoring Infrastructure, Equipment, and Usage in Siebel Communications (End User) on page 54
Account Hierarchy
A single account for each customer will probably meet your companys needs to track the accounts of residential customers. However, for large commercial clients, end users might need to build an account hierarchy. An account hierarchy is a multilevel structure reflecting parent-child relationships within the organization. Within a complex account hierarchy, an account usually represents one of these: A customer, prospective customer, or household
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An individual service or billing account An aggregate account for billing or service accounts A division in an organization An entire organization
Hierarchies can accommodate subsidiaries and complex organizations that have, for example, a world headquarters, multiple regional headquarters, and many branch locations, each with its own service and billing requirements. This multiple-level structure supports a top-down view of the customer. Separate child accounts can be used to designate which information pertains to one subsidiary or another within the organization. A hierarchy has these further advantages: It allows you to maintain customer information, such as address and contact name at each point in the hierarchy. It aids in specifying usage and billing roll-up relationships. It allows you to create and maintain aggregation points and to support complex discounting methods.
To fully support mergers, demergers and corporate restructuring, Siebel Communications automatically updates the master account or parent account of an account record and its children when the changes are made to the account hierarchy. In particular, it is possible to reparent a child account if that subsidiary is sold to another holding company, or to reparent a whole organization if it is purchased by another entity. These changes take effect by changing the parent account of the account record.
Account Classes
An account class is a method for classifying an account according to its position and role in an account hierarchy. When setting up the hierarchy, end users define parent-child relationships among the accounts. Then they designate which account class applies to each new account, according to your customers requirements and organizational structure. For example, with communications companies, it is common for the service to be delivered to one subsidiary while bills get sent to another subsidiary. Separate accounts would be created for each subsidiary, one with the account class service and the other with the account class billing to reflect their different functions. An account given the account class service generally stores service item information and allows end users to analyze the customers usage or orders. An account given the account class billing generally stores information for the financial transaction or invoice. Siebel Communications does not restrict parent-child associations based on account class. Any class can be a child of any other class. For example, a customer account can be placed anywhere in the hierarchy, and a billing account can be the parent or the child of a service account. To enforce hierarchy rules based on account class, you need to set them up through state models. For more information about state models, see Siebel Business Process Framework: Workflow Guide. Out of the box, Siebel Communications provides these five classes for accounts:
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Customer Class. An account with this class represents the actual customer, person, or organization that is receiving service. A customer account includes basic customer information, such as the company name and headquarters address. It can receive both service and bills. Service Aggregator Class. An account with this class receives aggregate usage details for all of its subsidiary accounts. It can be anywhere in the account hierarchy. It allows you to generate and view multiple service accounts that share some specifications. Implementation example: A company has three offices in different states, and each office receives a wired phone service and a wireless phone service. Each office can have both services set up as separate service accounts, with each office set up as a service aggregate account for the services.
Service Class. An account with this class receives service, but not bills. In the account hierarchy, it is the account level at which the physical delivery of the service or product occurs. It can represent a person or organization with multiple service addresses. Billing Aggregator Class. An account with this class receives aggregate billing details for all of its subsidiary accounts. It can be anywhere in the account hierarchy. It allows you to generate and view multiple billing accounts that have some of the same specifications. It can be set up to bill the customer based on certain requests, such as creating bills for the different services and rolling those separate billing statements into a billing aggregate account. It also allows you to create and maintain billing aggregation points and to support complex discounting methods. It receives and aggregates bills. Implementation example: A company has offices in different states, and each office receives services two different services: broadband TV and broadband Internet. Each office can have both services set up as separate billing accounts, and each office can be set up as a billing aggregate account for the services. Then the corporate headquarters can be set up as a billing aggregate for the three offices and a single payment can be made for the services.
Billing Class. An account with this class is used to invoice the customer for products and services. In the account hierarchy, it is the account level at which the financial transactions for the service or product occur. It shows the collection of all charges applied to a customer in a given time frame for which the customer must submit payment.
Siebel Communications displays certain information based on the account class: The Service Account and Billing Account Explorers filter on account class. In the Quotes and Order Entry views, only those accounts with the appropriate account class appear in the dialog box for association.
NOTE: You can set up additional account classes or rename the default classes. However, when renaming, be careful to rename the explorers as well, because they filter accounts on class names. For instructions on modifying account classes, see Siebel Applications Administration Guide.
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Figure 2 shows an example of an account hierarchy where parent-child relationships are established along service and billing account classes.
Figure 2.
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Account Roles and Responsibilities Description Sales Administrator or Sales Manager Determines what information is required for an account Determines what account information is visible to each member of the sales force Reviews and analyzes account activity to measure performance and improve sales effectiveness Reviews account hierarchies developed by the sales staff
Administrator
End User
Customer Service Representative Performs call center activities, primarily responding to customer inquiries and sales order requests Creates accounts for new customers, including the required key information for an account Updates accounts for existing customers Understands relationship between accounts and associated contacts Creates account hierarchies Understands account hierarchies and relationship of accounts within hierarchy
Sales Representative Focuses on outside sales and customer relationship management Creates accounts for new customers, including the required key information for an account Updates accounts (such as creating a sales opportunity), creates sales orders, and tracks service requests or trouble tickets Creates account hierarchies, designating parent-child relationships among an organizations accounts
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A customer service representative (CSR) receives a call from a prospective customer. The inbound call is arbitrarily routed to the CSR, since IVR (Interactive Voice Response) is unable to locate the account. The caller explains that he is the owner and CEO of a small company that develops specialized software for the high-tech industry. He wants to use the CSRs company as its sole provider. The CSR first verifies that no account currently exists for the caller and then gathers the following information about the callers company: It has these three service locations:
The headquarters or administrative office is located in Newcastle, England. A development office is based in York. A sales office is located in Birmingham.
All services for the Northern England offices (Newcastle and York) will be billed on a single invoice; however, each location will receive a statement. The Birmingham site will receive its own invoice. The caller wants a discount based on all the services he has at all three locations, and he wants to receive a statement for all services.
Based on this conversation, the CSR creates the account hierarchy shown in Figure 3.
Figure 3.
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Based on this hierarchy, the CSR must set up the following to establish service for the caller: One customer account for the entire company Two billing accounts (one for Northern England and one for Birmingham) Three service accounts (one for Newcastle, one for York, and one for Birmingham) One billing aggregator account for both billing accounts so that a complete statement can be invoiced
Next, the CSR receives a call from a customer who wants to add broadband Internet service to his account. The CSR accesses the customers account and updates the information. While on the phone with the customer, the CSR checks the existing infrastructure to verify that the service is available in the customers neighborhood. Figure 4 shows the sequence of procedures an end user might perform to manage accounts:
Figure 4.
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The external organization appears in the selection box that is displayed when an end user enters an external organization field. External organization fields include, but are not limited to, those listed in Table 12.
Examples of External Organization Fields View Equipment, Other Equipment Infrastructure Infrastructure, Account Detail More Info Field Supplier Owner Owner Provider
Work Orders
To create an account 1 2 3
Navigate to the Accounts screen. In the link bar, click Accounts list. Add a new record to the Accounts list, and complete the necessary fields in the Account record and the More Info form. To access more fields, click the show more button in the form. Some fields are described in the following table. Field Account Class Comments Distinguishes an account within an account hierarchy when dividing accounts into billing or service accounts. The Billing Account and Service Account Explorers filter on this field. Also, the accounts available for association in the Quotes and Entry views are determined by account classes. For Account Class, select Customer if you are creating a residential customer account. For more information on account classes, see About Accounts in Siebel Communications on page 43. Account Team Determines who can access information about the account.
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Accounts in Siebel Communications Creating an Account Hierarchy in Siebel Communications (End User)
Field Address
Comments Address for the account. Enter a new address or associate an existing one. In the dialog box for associating addresses, the Premise check box indicates if the address is a premise. Determines if the account is blocked centrally, which excludes certain activities from being performed. Note that this field is different from account status. If you do not want Assignment Manager to run, check this field. If you do not select Lock Assignment, Assignment Manager can reassign this account to another team according to its territory. For example, if you want to allow a commercial account with three different locations to be handled by the same account manager, even though one or two locations fall in another account managers territory, do not select Lock Assignment. Description of the location or function of the account, such as headquarters or corporate or San Francisco. Allows you to refer to accounts (and their sites) in the way that you prefer. For example, an account named A/B Products, Inc., might have the following synonyms: AB, A/B, and AB Products. When you search for an account or enter an account in another part of Siebel Communications, you can use a synonym instead of the actual name.
Good Standing
Lock Assignment
Site Synonyms
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Accounts in Siebel Communications Reviewing an Account Hierarchy in Siebel Communications (End User)
In the Parent field, select the parent account from the dialog box.
To review the hierarchy for billing or service accounts, click Billing Account Explorer or Service Account Explorer, and then expand the subfolders in the explorer tree. The explorer view contains only those accounts for the designated account class, including corresponding aggregator accounts.
To review all account hierarchies, click Account Management, and then expand the subfolders in the explorer tree. The explorer view displays accounts under the subfolders Accounts (shows all child accounts, regardless of class), Billing Accounts, and Service Accounts.
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Accounts in Siebel Communications Accessing or Updating Account Information in Siebel Communications (End User)
To display a list of child accounts for a parent account, follow this procedure.
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Accounts in Siebel Communications Monitoring Infrastructure, Equipment, and Usage in Siebel Communications (End User)
In the Accounts list, click the Name field. The Customer Portal view appears with several lists and forms summarizing the account information.
To display the agreements that are associated with an account, follow this procedure.
Expand the folders and select the specific agreement or subagreement to view.
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Accounts in Siebel Communications Monitoring Infrastructure, Equipment, and Usage in Siebel Communications (End User)
2 3
In the Accounts list, click the name of the account. Click the Usage Detail view tab. A list of services appears with usage history beneath it. The history displays period-by-period or monthly usage information about the account and service you selected.
4 5
In the Usage Detail list, select the service. In the Usage History list, from the drop-down list, select the type of usage information you want to view. All options except Usage History and Usage Information display the information in charts.
Type
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Accounts in Siebel Communications Monitoring Infrastructure, Equipment, and Usage in Siebel Communications (End User)
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This chapter explains some basic concepts regarding profiles and provides step-by-step instructions for creating them. It also describes the interrelationship among profiles, business functions, and back-office systems. Administrators, such as call center administrators, sales administrators, and sales managers, will benefit from reading this chapter. It shows where customer service representatives (end users) enter information for these profiles and which information might be critical for smooth integration with back-office systems. After becoming familiar with the end-user procedures, you can customize the software to fit your companys needs. This chapter includes the following topics: About Profiles in Siebel Communications Scenario for Profiles in Siebel Communications on page 59 Creating and Updating a Profile in Siebel Communications (End User) on page 63 About Billing Profiles in Siebel Communications on page 63 Creating or Updating a Billing Profile in Siebel Communications on page 64 About Customer Profiles in Siebel Communications on page 66 About Exemption Profiles in Siebel Communications on page 66 About Financial Profiles in Siebel Communications on page 67 About Fraud Profiles in Siebel Communications on page 69 About Loyalty Profiles in Siebel Communications on page 69 About Site Profiles in Siebel Communications on page 70 About Statement Profiles in Siebel Communications on page 70 Creating and Updating an Address Profile in Siebel Communications (End User) on page 70 Process of Managing Special Rating Profiles, Lists, and Products (End User) on page 72
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Profile Types
Table 13 describes the account profiles available within Siebel Communications.
Account Profiles Comments Allows for validation of an address against a master street address guide (MSAG) data source or other external database.This helps provide an accurate address in the format needed for external applications, such as an Emergency 911 database. You can also use the MSAG Profile as an example for creating other profiles relevant to your company. Captures the bill run characteristics needed to invoice the customer for products and services. It is generally associated with a billing account. An account has one billing profile that can be used in multiple billing systems to produce a bill for the account. Contains information about an account when the customer is an organization rather than a residential account. Much of the profile information can be added automatically if your company imports this data into Siebel Communications from its billing software or customer information system. Contains the specific information related to any subsidies and exemptions for which the customer may be eligible, tracks when a subsidy or exemption takes place, and records the receipt of supporting information. Contains information used to perform a credit check on the customer. Contains information about the fraud status of an account. It allows end users to set fraud thresholds that, when exceeded, trigger a fraud alert. Contains information needed to predict customer churn, estimate debt risk, and identify upsell and cross-sell opportunities. When integrated with a third-party predictive modeling package, it displays scores generated by that software. Contains detailed information about an accounts location. Records billing statement preferences, including number of copies, media, and contact requesting the statement.
Billing Profile
Customer Profile
Exemption Profile
NOTE: The order management module no longer uses the Service Profile view. If you used the Service Profile view in the 6.x or earlier versions of Siebel Communications, you want to use the new MSAG Profile view instead.
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End-User Roles and Responsibilities Description Focuses on call center activities, primarily responding to customer inquiries and sales order requests Understands account hierarchies, including the required key information for a profile Creates profiles for new customers, modifies and adds profiles for existing customers Focuses on outside sales and customer relationship management Understands account hierarchies, including the required information for profiles Creates profiles for new customers, modifies and adds profiles for existing customers
Sales Representative
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The CSR also creates a statement profile for the top-level account because the customer wants to receive a statement at the corporate level that summarizes all charges for products and services. The statement profile contains information, such as the address, number of copies of the statement required, statement media type, frequency of statement, contact person, and so on. Each statement profile is given a unique identifier within the CSRs companys billing system. All the profile information is required by the billing system so that the statement can be processed.
The CSR then moves on to the billing subaccounts in the hierarchy and creates separate billing profiles for those subaccounts. Each billing profile stores information, such as the mailing address, contact, billing frequency, and debit or credit card data for that account. She then creates statement profiles for several subaccounts so that those offices can receive informational statements for the amount of service used. Next she creates an exemptions profile wherever subsidy and tax exemption information applies. For example, a charitable organization will have a tax exemption status. Exemption profiles can be created for any level of the account hierarchy and are usually part of the initial account setup. They contain information that can also be passed to the billing system. Then she creates a site profile for each service account, which specifies how many floors the site has, where equipment is located within the site, and so on.
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Figure 5 shows the accounts and profiles needed for the customers account hierarchy discussed in the business scenario. NOTE: Siebel Communications does not restrict how end users build hierarchies. If you want to enforce certain rules, you must set the rules up within Siebel Business Applications. This diagram shows one recommended use of profiles for specific account classes.
Figure 5.
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Figure 6 on page 62 summarizes the interrelationship among accounts, profiles, and back-office systems. NOTE: For simple residential customer accounts (those not separated into billing and service accounts), all profiles are directly associated with the customer account and not with subaccounts as shown in Figure 6 on page 62.
Figure 6.
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Profiles in Siebel Communications Creating and Updating a Profile in Siebel Communications (End User)
The following topics describe the various profiles you can create using this procedure and the unique fields required for each.
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After billing profiles are created, end users can select any billing profile for the account that is associated with a quote, a quote line item, an order, or an order line item (and, through an order line item, with an asset). For more information about Oracle Application Integration Architecture, see About Prebuilt Integration with Siebel Communications on page 24.
Enter data about the profile for the account in the Billing Profile list fields. Some fields are described in the following table. Field Name Primary Comments The name of the billing profile. Select this field to indicate that this profile is the most commonly applicable profile for the customer. Each account can have only one primary profile. The interval in which you bill the customer for service. All of the billing profiles for an account must have the same value in the this field. If you create a billing profile with a different value in this field than the other billing profiles for the account, the billing profile is not successfully passed to the billing application. Select Postpaid if the customer pays after using the service. Select Prepaid if the customer pays before using the service. If you select Prepaid, the Top Up Preference form displays below the Billing Profile list. See Step 8 to enter account replenishment details in this form.
Frequency
Payment Type
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Comments The value in this field determines the fields available in the form for payment details. If you select a payment method of Credit Card, the Credit Card Payment form displays below the Billing Profile list. See Step 6. If you select another payment method, the Automatic Debit form displays below the Billing Profile list. See Step 7.
The email address to which the customer bill is sent. Select this check box to indicate that the account is automatically replenished when the account balance decreases to a threshold amount that you specify.
If you select Credit Card in the Payment Method field, enter credit card details for the account in the Credit Card Payment form that appears below the Billing Profile list. Some fields are described in the following table. Field Category Blocked Blocked Reason Comments Category of the payment card, such as Debit, Procurement, or Credit card. After you use an external system to verify a card, select this field if you discover that the card is blocked. The reason the card is blocked. This reason applies only to the card in the Payment Details view, not to other customer cards.
If you select a payment method other than Credit Card in the Payment Method field, enter payment method details for the account in the Automatic Debt form that appears below the Billing Profile list. If you select Prepaid in the Payment Type field, enter replenishment details for the account in the Top Up Preference form that appears below the Billing Profile list. Some fields are described in the following table. Field Top-Up Amount U/M Threshold Amount Comments When the account is replenished, the amount by which to replenish the account. The unit of measure for the top-up amount (for example, minutes or currency). When the account balance decreases to this amount, the account is replenished.
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Comments The unit of measure for the threshold amount (for example, minutes or currency). Check this box to notify the contact for the account when the account is replenished. The interval in which a billing application automatically reviews the threshold amount to determine if the account balance needs replenishment. The billing application executes the replenishment. If you select the Auto Top-Up check box in Step 5, this field value has no effect because the account is automatically replenished when the account balance decreases to the threshold amount.
Exemption Profile Fields Field Effective Date Eligible Received Date Renewal Date Comments Date when Lifeline assistance becomes effective. Customers eligibility for Lifeline assistance. Date when Lifeline documentation was received. Date when Lifeline renewal is required.
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Exemption Profile Fields Field Status Effective Date Comments Select from the Status drop-down list and the Effective Date calendar.
DIRECTORY ASSISTANCE
TAX EXEMPTION
Federal ID State ID County ID City ID Tax Exemption # Requested Status Social Security Number Effective Date
Identification numbers to show eligibility for a Federal, State, County, or City exemption. Tax Exemption number stores the number of the certificate that is issued for temporary exemption from tax. Select from the Status drop-down list and the Effective Date calendar.
TEL-ASSISTANCE
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Some fields in the Financial Profiles form are described in Table 16. However, different fields may appear according to the Account Type you selected (for example, Residential as the Account Type).
Financial Profile Fields Field Contact Last Name and First Name Comments Contact for the account. This field is automatically populated with the name of the contact specified in the Primary Contact field.
This may be a business number as provided by a state, county, or city government. Legal name of the company or corporation. Displays the code from standard tax categories that classify companies according to their tax aspects. This information is stored in an external billing system, or in an external credit and tax system. Customers bank information for the credit check.
BANK
Account Name Account # Bank Name Bank Branch Last Update Rating Source Update By
CREDIT RATING
Date the last credit check was performed. Credit rating of the customer. Group that did the most recent credit rating. The user ID of the person who last requested a credit check.
In the Financial Profile form, click Credit Check. The financial profile information is sent to an external system, which reports a credit rating. The credit rating is typically produced by a credit bureau and indicates the customers ability to pay. This credit rating helps companies to assess their risk before agreeing to credit terms with a potential customer. NOTE: Credit check data for an incorporated business or an individual consists of business name, billing address, corporate ID, and tax ID. For an unincorporated business, credit check data includes name, social security number, and drivers license.
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Fraud Profile Fields Comments Amount of credit the account is allowed. Threshold limit of the calls the customer can make. Threshold limit for domestic calls the customer can make. Threshold limit for international calls the customer can make. Maximum time that is allowed for a call. Maximum number of calls that can be made in a given period. Cost of the calls, in the appropriate currency. Select the overflow allowed for the threshold limits in the Calculator. Expressed as a percentage. Threshold limit for calls to sensitive numbers that the customer can make. Sensitive numbers may include high-priced calls such as those to 900 numbers.
Credit Threshold Daily Threshold Domestic Threshold International Threshold Max Duration of Calls Max Number of Calls Max Value of Calls Overflow Value Sensitive Number Threshold
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Site Profile Fields Comments Indicates if the site is either in an unregulated market or in a regulated one. Service company or local distribution company that provides the service. Specifies if the site is inside or outside your companys standard service territory.
Statement Profile Fields Comments Media on which the statement is to be transmitted. Organization that prints or distributes bills.
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Profiles in Siebel Communications Creating and Updating an Address Profile in Siebel Communications (End User)
To guarantee proper formatting, the address needs to be validated against a back-office data source. In Siebel Business Applications, Address Profiles allow multiple formats of one address to be stored. The MSAG (master street address guide) format is available with the shipped product, but other formats can be added using Siebel Tools. When setting up additional formats, use the MSAG Profile as an example. Obtaining the proper address format is important in performing several key business processes: Validating service addresses or mailing addresses against an external standard to guarantee a unique location for finding facilities, activating services, or mailing materials through the Postal Service. Determining the existing services and service provider at the address. This could be a simple confirmation, although in the case of wireline service moves, a variety of service information can be returned or exchanged between systems. Forwarding updated information to an external database in the format necessary to guarantee consistency within that database after a service is activated.
Each address profile format requires an external data source for validation. Your company can either own the data outright or subscribe to a service that provides the data. NOTE: The MSAG format adheres to the Local Service Order Guidelines (LSOG) v5 specification. After validating an address, end users might need to change some address fields. To edit those fields, end users must revalidate the address, as described in this section.
Validating an Address
To validate an address, follow this procedure.
To validate an address 1 2 3
Navigate to the Accounts screen. In the Accounts list, click the name of the account. Click the Address Profile view tab. The Address list appears with the MSAG Profile form beneath it. The Address list shows all the addresses associated with the account.
4 5 6
In the Address list, select the address you want to validate. Scroll down to the MSAG Profile form, add a record, and complete the necessary information. In the Validated field, select Y. If the address validation is integrated with an external data source, selecting Y begins a search for possible addresses. NOTE: This behavior differs from the default behavior of the shipped product, which supports manual address validation. In the manual state, selecting Y marks the MSAG Profile as validated.
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Profiles in Siebel Communications Process of Managing Special Rating Profiles, Lists, and Products (End User)
In the dialog box containing addresses, select the address that matches the customers address. After the address has been validated, the MSAG profile becomes read-only with the exception of the Access Instruction and Descriptive Location fields. To update the profile, the user must revalidate the address.
Revalidating an Address
To revalidate an address, follow this procedure.
To revalidate an address
Follow the procedure for validating an address (Validating an Address on page 71), but click the ReValidate button after Step 4 on page 71 before continuing with the procedure.
Process of Managing Special Rating Profiles, Lists, and Products (End User)
A special rating list is a list of objects associated with a service, which require special processing in the billing and rating applications. Special rating lists provide a way to give special rates or discounts based on specific attribute, service, or account. For instance, calls made to certain telephone numbers might be charged by a billing system at a cheaper rate than normal calls. An example of a special rating list is a friends and family list, a list of phone numbers that receive special rating considerations such as free airtime when calling other numbers in the list. A special rating lists billing considerations are determined by special rating rules or discounts defined in the external Oracle Communications Billing and Revenue Management application. These rules can also apply to non-voice services such as text messaging. The Special Ratings feature in Siebel Communications takes advantage of the Extended Ratings Attribute feature in Oracle Communications Billing and Revenue Management. For more information about the Extended Ratings Attribute feature of Oracle Communications Billing and Revenue Management, consult the documentation for your Oracle Communications Billing and Revenue Management system. A special rating profile is a collection of special rating lists defined for an account. These lists contain phone numbers that are included in each special rating list, and assets that are defined for the phone numbers. Under an accounts special rating profile, you can create multiple special rating lists, each with multiple list items. A special rating product is the service to which a customer can subscribe in order to associate a designated special rating list with the appropriate service. For example, a special rating product named, My Social Circle, might define a friends and family plan, and might require a special rating list that captures the phone numbers for the plan. For more information about special rating products, see Setting Up Special Rating Products in Siebel Communications on page 73.
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Profiles in Siebel Communications Process of Managing Special Rating Profiles, Lists, and Products (End User)
A special rating product can be associated with a special rating list in a quote line item or a sales order line item. You can associate a special rating list only with a special rating product line item. For more information about adding special rating lists and special rating products to a quote or sales order, see the chapter on employee asset-based ordering in Siebel Order Management Guide Addendum for Communications. To manage special rating products, special rating lists, and special rating list items in Siebel Communications, perform the following tasks: Setting Up Special Rating Products in Siebel Communications on page 73 Creating Special Lists in Siebel Communications on page 74 Creating Special Rating List Items in Siebel Communications on page 75 Modifying Special Rating Lists in Siebel Communications (End User) on page 76 Changing the Association of Special Rating Lists in Siebel Communications on page 77
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Profiles in Siebel Communications Process of Managing Special Rating Profiles, Lists, and Products (End User)
This task is a step in Process of Managing Special Rating Profiles, Lists, and Products (End User) on page 72.
Track as Asset Billing Service Type Billing Type Special Rating Type Special Rating Max Items
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Profiles in Siebel Communications Process of Managing Special Rating Profiles, Lists, and Products (End User)
Create a new record in the Special Rating Profile list, and complete the necessary fields. Some fields are described in the following table. Field Primary List Name Type Comments Last Sync Date Comments Select to designate the primary profile in the list. The first record created is selected by default. Enter an external name for the list, for example, My Top 5 Personal Numbers. Special rating type. Defaults to blank. Select Phone Number to activate the Items list. Descriptive information about the profile. System-generated and read only. Date and time when the list was last synchronized with the external Oracle Communications Billing and Revenue Management application.
1 2 3 4 5 6
Navigate to the Account screen, then the Accounts List view. Select the account for which you want to add special rating list items, and click the link in the Name field. Click the Profiles view tab, then click the Special Rating Profile subview tab. In the Special Rating Profile list, select the special rating list to which you want to add list items. Scroll down to the Items list. Create a new record for a phone number, and complete the necessary fields. Some fields are described in the following table. Field Phone Number Start Date End Date Comments Enter a phone number, including the area code and the extension, if applicable. Read only. Date when the item is created. Read only. Date when the item is inactivated.
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Profiles in Siebel Communications Process of Managing Special Rating Profiles, Lists, and Products (End User)
Comments Select this field to deactivate the item. When the item is deactivated, it becomes read-only. System-generated and read only. Date and time when the item was last synchronized with the external Oracle Communications Billing and Revenue Management application. NOTE: Synchronization includes only active items; that is, items with End Date set to null. Hence, different list items might have different Last Synchronized dates.
View the assets associated with the selected Special Rating List item. The Associated Assets list is read-only and displays active assets (that is, assets whose Status is not Inactive) that are currently associated with the selected special rating list item. Some fields are described in the following table. Field Asset Asset Service Id Special Rating Max Items Root Asset Service Id Parent Asset Parent Asset Service Id Comments Name of the asset; that is, the name of the selected list item product Service ID of the asset Maximum number of items for the asset product or list product Service ID of the root asset, for example, 650 123 1234 Product name of the parent asset, for example, Wireless Voice Service ID of the parent asset, for example, 650 123 1234
8 9
Repeat Step 6 and Step 7 for each phone number that you want to add to the special rating list. On the Special Rating Profile tab, click Synchronize to update the selected special rating profile and its associated special rating list in the external Oracle Communications Billing and Revenue Management application.
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Profiles in Siebel Communications Process of Managing Special Rating Profiles, Lists, and Products (End User)
2 3 4 5 6
Select the account for which you want to modify a special rating profile, and click the link in the Name field. Click the Profiles view tab, and then click the Special Rating Profile subview tab. In the Special Rating Profile view, select the special rating list for which you want to modify special rating list items. Scroll down to the Items list, and select the special rating list item that you want to modify. Modify the special rating list item by performing one of the following actions:
Deactivate a phone number by selecting the Inactive field. When the Inactivate field is selected, the item becomes read-only. However, the Inactive flag for the item is still enabled. You can reactivate the item later.
You cannot add more list items than the maximum number of items defined for the associated special rating product. For more information about special rating product definitions, see Setting Up Special Rating Products in Siebel Communications on page 73. You cannot modify a list if one or more in-flight orders (sales order line items that are not Cancelled or Complete) are associated with the list. This restriction prevents data mismatches between the list instances and the list profile.
In the Special Rating Profile list, click Synchronize to update the selected special rating list and its associated list items in the external Oracle Communications Billing and Revenue Management application.
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Profiles in Siebel Communications Process of Managing Special Rating Profiles, Lists, and Products (End User)
Click Modify. Siebel Communications displays a Special Rating Profile list associated with the selected asset and prompts you to create a new quote or sales order.
In the Line Items list, change the Special Rating list to a different list. Siebel Communications changes the Action Code of the line item (list product) to Update.
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This chapter discusses these procedures and provides instructions for performing them. It includes the following topics: About Contacts in Siebel Communications on page 79 Scenario for Contacts in Siebel Communications Adding a Contact in Siebel Communications (End User) on page 80 Modifying a Contact Profile in Siebel Communications (End User) on page 81 Creating a Contact-Related Activity in Siebel Communications (End User) on page 81 Associating a Contact with a Trouble Ticket in Siebel Communications (End User) on page 82 Additional End-User Tasks for Contact Management in Siebel Communications on page 82
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A call center agent receives a call from a customer with a service problem. The agent verifies that the caller is already registered as a contact by using a query on the contacts name. The agent adds information to the customers contact profile and provides the needed service by creating a trouble ticket without leaving the Contacts screen. The agent then logs the activity. During the call, the customer states an interest in purchasing a particular product, so the agent associates an opportunity with the contact. After the call, the agent sends a follow-up email to the customer to verify that the action was taken. Figure 7 shows the sequence of procedures that an end user might follow to manage contacts.
Figure 7.
To add a contact 1
Navigate to the Contacts screen.
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Contacts in Siebel Communications Modifying a Contact Profile in Siebel Communications (End User)
2 3 4
In the link bar, click Contacts List. Add a new record to the Contacts list, and complete the necessary fields in the record and the More Info form. In the Account field, select one or more accounts in the dialog box. If there is more than one account associated with this contact, designate one as the primary account by selecting the Primary field for that account.
For more information about adding contacts, see Siebel Applications Administration Guide.
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Contacts in Siebel Communications Associating a Contact with a Trouble Ticket in Siebel Communications (End User)
Contact Correspondence
End users can use Siebel Communications to send email to a contact. If an email application and Oracles Siebel Office are installed, the message content can be automatically generated. For more information, see Siebel Applications Administration Guide.
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This chapter includes the following topics: About Agreements and Entitlements in Siebel Communications Scenarios for Agreements and Entitlements in Siebel Communications on page 85 Setting Up Templates for the Auto Document Feature of Siebel Communications on page 87 Adding an Agreement in Siebel Communications (End User) on page 88 Adding Agreement Terms and Generating Totals in Siebel Communications (End User) on page 89 Creating and Printing an Agreement Document in Siebel Communications (End User) on page 89 Associating an Agreement with an Order in Siebel Communications (End User) on page 90 Associating an Agreement with a Service Item in Siebel Communications (End User) on page 91 Revising an Agreement in Siebel Communications (End User) on page 92 Viewing Agreement Details in the Explorer in Siebel Communications (End User) on page 92
Agreements Defined
An agreement is a legally binding document that defines the obligations to offer, provide, or produce specific products or services over a set period of time for a specific amount of money. A sale may require an agreement to detail and document the sale transaction. An agreement typically includes detailed descriptions of pricing, terms, limitations, coverage, conditions, legal rights, processes, and guidelines. Agreements are often revised to reflect changes in the company, a companys product lines, or in the market. Siebel Communications can manage complex commercial agreements as well as simple residential agreements. Complex agreement can have multiple levels, each with different terms, conditions, and discounts.
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Agreements and Entitlements in Siebel Communications About Agreements and Entitlements in Siebel Communications
An agreement must be associated with one contact or at least one account. However, agreements may be associated with multiple accounts.
Entitlements Defined
An entitlement defines the level of support to which a customer is entitled. Examples of entitlements include response time metrics and service level metrics. A metric is a type of provision (for example, response time) combined with a value for that provision (for example, 2 hours). Entitlements are associated with customers through their service-level agreements (see Types of Agreements on page 84).
An agreement that is associated with an entitlement can specify that all contacts or products should receive support under the entitlement. This provides blanket contact service agreements and blanket product service agreements.
Types of Agreements
Many different types of agreements can be created in Siebel Communications, including contracts, sales agreements, service agreements, service level agreements, master service agreements, work orders, profiles, letters of understanding, letters of intent, nondisclosure agreements, subcontractor work orders, price protections, and support renewals. Some types of agreements are defined below: A contract is an agreement that typically covers an ongoing relationship between a vendor and a customer. A contract states what a vendor is contractually bound to provide to a customer and what a customer is contractually bound to purchase from a vendor. This type of agreement is legally binding and may specify such things as products, services, discounts, terms, and entitlements. A sales agreement is an agreement that is typically related to a specific sale. This type of agreement specifies such things as base price, discounts, special rates, rentals or leasing, and financing. A service agreement is a type of agreement that defines a service relationship. It spells out a customers rights to receive service, including the price, service level, support requirements, maintenance, and warranty. Service agreements have specific components that include:
Service Calendars. Specify the days and hours during which service will be provided (for example, Monday to Friday and 9 to 5). Quotas. Specify the amounts of service the customer can receive (for example, number of phone calls allowed, number of on-site visits allowed, and so forth).
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Agreements and Entitlements in Siebel Communications Scenarios for Agreements and Entitlements in Siebel Communications
Entitlements. Specify the accounts, contacts, and products that are covered, as well as the metrics being used.
A service level agreement (also referred to as an SLA or a service support level) is a type of service agreement that defines a customers entitlements and assets. A service level is a quantitative measurement that is usually expressed as a percentage. As examples, a service level may be the percentage of parts received on time out of those requested, the percentage of asset uptime, or the percentage of problems fixed within a required time frame. A service level agreement can also be part of a larger service agreement.
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Agreements and Entitlements in Siebel Communications Scenarios for Agreements and Entitlements in Siebel Communications
First, the account manager creates an agreement record with basic information such as account name, effective date, and a general description of products and services to be covered. He next selects the appropriate terms to add to the agreement and specifies contacts for this agreement. Next, he creates an order. When the order is created, Siebel Communications associates the new service with the agreement. The account manager then uses Siebel Communications to generate a physical service agreement. Using a predefined agreement template that the account manager selects, Siebel Communications automatically assembles sections from the agreement library and adds the information the account manager entered for the agreement record and its associated terms and contacts. Siebel Communications then places the text in a Microsoft Word document. If necessary, the account manager can manually edit the Word document to personalize it for the customer. Finally, the account manager prints the finished service agreement for the owners approval and signature. Figure 8 shows the sequence of procedures that might be used to manage commercial agreements.
Figure 8.
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Agreements and Entitlements in Siebel Communications Setting Up Templates for the Auto Document Feature of Siebel Communications
The dealer then creates the order in Siebel Communications. When the order is created, Siebel Communications associates the new service for the daughter with the mother's agreement. When the order is complete, Siebel Communications automatically updates the agreement with the new service. Finally, Siebel Communications issues requests to the appropriate back-office applications to provision the daughter's new wireless service. Figure 9 shows the sequence of procedures that might be used to manage residential agreements.
Figure 9.
a b
In the Mapping Name field, select the name you just created. In the Default field, select the check box if you want to make this template the default one. NOTE: You must designate one agreement template as the default for the Auto Document feature to work.
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Agreements and Entitlements in Siebel Communications Adding an Agreement in Siebel Communications (End User)
c d
In the Category field, select Agreement. In the Template File Name, select the template file to use.
To add an agreement 1 2
Navigate to the Agreements screen. In the Agreements list, add a new record and the necessary fields in the record and the More Info form. To access more fields, click the show more button in the form. Some fields are described in the following table. Field Account Comments Name of the account that the agreement covers. If multiple accounts are associated with this agreement, the primary account is visible in the form. Agreement # Approver Effective End Name Parent Agreement PO# Agreement number. Automatically generated, unique ID, which cannot be changed or updated. A member of the agreement team who is authorized to approve the agreement. The date on which the agreement becomes effective. This field is for information only. The date the agreement expires. User-assigned name for the agreement. If the current agreement is a subagreement or child agreement, this field identifies the master or parent agreement. Purchase order number.
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Agreements and Entitlements in Siebel Communications Adding Agreement Terms and Generating Totals in Siebel Communications (End User)
Field Revision
Comments Revision number of the agreement. The value is set to 1 when the agreement is created and is incremented whenever the agreement is revised.
Indicates that this is a service agreement. The date on which agreement functionality becomes effective. People working on the agreement. Indicates that the agreement is valid. This field is checked when entitlements are considered and when preventive maintenance actions are initiated.
Vendor
Adding Agreement Terms and Generating Totals in Siebel Communications (End User)
Agreement terms include information such as payment method, shipping charges, and credit card number. Agreement totals summarize the charges relating to the service for which the agreement is created.
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Agreements and Entitlements in Siebel Communications Associating an Agreement with an Order in Siebel Communications (End User)
If necessary, complete or modify the fields. Some fields are described in the following table. Field Draft Name Name Template Comments Filename for the generated agreement. Name of the agreement document record. Template on which to base the agreement.
In the Documents list, click Generate Draft. Siebel Communications assembles the standard agreement sections into a Microsoft Word file according to the template you selected, and inserts specific information from the current agreement record. A Microsoft Word application window appears with the draft agreement displayed.
8 9
Edit and print the Word document, as necessary. Save the Word document. The document is automatically associated with the agreement record.
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Agreements and Entitlements in Siebel Communications Associating an Agreement with a Service Item in Siebel Communications (End User)
Add a new record to the Sales Orders or Service Orders list and complete the necessary fields. To access more fields, click the show more button in the form.
In the Agreement Name field, select an agreement in the dialog box, and click Submit.
7 8 9
Scroll down and click the Line Item Detail subview tab. In the Line Item Detail form, select an agreement in the Agreement Name field. In the Line Items list, click the Orders view tab.
10 Click the Sales Order or Service Order button. 11 Complete the necessary fields in the order. 12 Drill down on the Order # hyperlink. 13 Verify that the line items from the quote appear. 14 In the Price List field, select a price list. 15 Submit the order to change the status to Open.
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Agreements and Entitlements in Siebel Communications Revising an Agreement in Siebel Communications (End User)
To revise an agreement 1 2 3
Navigate to the Agreements screen. In the Agreements list, click the name of an agreement. In the More Info form, click Revise.
Expand the folder for the data document. Subfolders appear for the selected agreements associated agreements, entitlements, activities, notes, and products and services.
Expand the subfolder. The individual records appear as a series of data documents below the subfolder and as rows in the list.
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Agreements and Entitlements in Siebel Communications Viewing Agreement Details in the Explorer in Siebel Communications (End User)
Select a record. The details of the record appear highlighted in the list.
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Agreements and Entitlements in Siebel Communications Viewing Agreement Details in the Explorer in Siebel Communications (End User)
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This chapter includes the following topics: About Premises in Siebel Communications on page 95 Scenario for Setting Up Premises in Siebel Communications on page 96 Setting Up Premises in Siebel Communications (End User) on page 98 Registering a Premise Hookup in Siebel Communications (End User) on page 99 Associating an Activity with a Premise in Siebel Communications (End User) on page 100 Verifying a Premise in Siebel Communications (End User) on page 100 Viewing Service Point Information in Siebel Communications (End User) on page 101 Viewing Usage History in Siebel Communications (End User) on page 101 Viewing Service Requests for a Premise in Siebel Communications (End User) on page 102 Adding a Service Request for a Premise in Siebel Communications (End User) on page 102 Adding Infrastructure Information in Siebel Communications (End User) on page 103 Additional End-User Tasks for Premise Management in Siebel Communications on page 104
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Premise records also track service points. A service point is an asset that is installed at a particular service location and represents a network delivery point, such as a phone jack. For more information about setting up an asset, see Siebel Field Service Guide. Premise information can be imported into Siebel Communications either periodically in batches, using Siebel Enterprise Integration Manager, or through real-time integration with a third-party application. Premise information can also be entered manually. Every instance of a service delivered to a particular premise needs a unique identifier, called a service item identifier. Most services are provided through a physical network connection; for example, phone service is connected to a phone jack, and a data access line is connected to a port on a switch. With physical network connections, the Service Point is used as the service item identifier. Some services, such as cellular phone services, do not require a physical network connection. In these cases, a logical identifier, such as a telephone number or IP address, is used as the service item identifier. Typically this identifier is automatically assigned by an external system.
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Figure 10 shows the sequence of procedures that might be used to set up a residential premise.
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Figure 11 shows the sequence of procedures that might be used to maintain a residential premise.
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Premises in Siebel Communications Registering a Premise Hookup in Siebel Communications (End User)
In the form, add a record and complete the necessary fields. Some fields are described in the following table. Field Bill Group Buildings Floors Read Route Read Sequence Comments ID of the billing system batch or group to which the premise belongs. Total number of buildings at the premise. Total number of floors at the premise. Name of the meter reading route to which the premise belongs. Number that identifies the sequence in which the meters at the premise are read.
In the list, select the new premise and complete the necessary fields in the form. For a description of some fields, see the table in Creating a Premise Before the Account Exists on page 98.
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Premises in Siebel Communications Associating an Activity with a Premise in Siebel Communications (End User)
In the Service Points list, add a record. The Service Points dialog box appears with a list of service points that are not associated with any premises.
5 6
In the dialog box, select an existing service point or click New to create a new service point. In the Service Points list, complete the necessary fields. Some fields are described in the following table. Field Location Product Comments Description of the location of the service point. Associate a product with this service point. Only products in which the value in the products Type field is Service Point and Service Type is not null are available for selection. Date on which the service point is removed from the premise.
Removal Date
To look up a premise 1
Navigate to the Premises screen.
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Premises in Siebel Communications Viewing Service Point Information in Siebel Communications (End User)
In the Premises list, click the name of a premise. For a description of some fields, see the table in Creating a Premise Before the Account Exists on page 98.
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Premises in Siebel Communications Viewing Service Requests for a Premise in Siebel Communications (End User)
In the Usage History list, select the information you want to view from the drop-down list.
4 5 6
In the upper list, select an account. In the lower list, select a service request. To view more detailed information about the service request, drill down on the SR Number field.
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Premises in Siebel Communications Adding Infrastructure Information in Siebel Communications (End User)
In the lower list, add a record and complete the necessary fields. Some fields are described in the following table. Field Owner Priority Comments Person handling the service request. Ranking to help you prioritize service requests internally. Describes the response your company gives to the service request. The Priority ranking does not have to be the same as the severity. Severity Severity of the service request or impact on the customer. Describes the seriousness of the problem. The Severity ranking does not have to be the same as the priority. SR Number Unique, system-generated number that identifies the service request.
4 5
In the upper list, select an account. In the lower Infrastructure list, add a record and complete the necessary fields. Some fields are described in the following table. Field Attribute Owner Value Comments Changes dynamically according to the value selected in Service Type. Customer or account that owns the infrastructure item. Information about the data in the Attribute field.
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Premises in Siebel Communications Additional End-User Tasks for Premise Management in Siebel Communications
Caller Verification
When receiving an inbound call, end users first verify and locate the caller. For more information about verifying and locating a caller, see Siebel Applications Administration Guide.
Customer Accounts
When a new customer requests service from your company, end users need to create an account for the customer. For more information about creating a customer account, see Chapter 3, Accounts in Siebel Communications.
Sales Orders
When a customer requests a new service, end users must create a sales order. For more information about creating a sales order, see Siebel Order Management Guide Addendum for Communications.
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This chapter includes the following topics: About Assets in Siebel Communications Scenario for Setting Up Assets in Siebel Communications on page 106 Creating an Asset in Siebel Communications (End User) on page 107 Associating Related Assets with a Primary Asset in Siebel Communications (End User) on page 108 Viewing Hierarchical Information for an Asset in Siebel Communications (End User) on page 108 Creating a Transaction for an Asset in Siebel Communications (End User) on page 109 Viewing Components Associated with an Asset in Siebel Communications (End User) on page 109 Adding a Service Request Associated with an Asset in Siebel Communications (End User) on page 110 Adding a Change Request to an Asset in Siebel Communications (End User) on page 110 Viewing Service Points and Services in Siebel Communications (End User) on page 111
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Assets cannot be deleted, so even inactive services remain in the dialog boxes for selection. End users can use these methods to create or modify assets: Manually in the Assets screen. Manually in the Activity Part Tracker view, provided the product is serialized. This would typically be done by a field service agent. For more information, see Siebel Field Service Guide. Automatically using the Siebel Communications applications order management process. For more information, see Siebel Order Management Guide Addendum for Communications.
New or modified asset records can also be automatically received from an integrated third-party asset management system. For more information, see Siebel Enterprise Integration Manager Administration Guide.
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Figure 12 summarizes the sequence an end user might use to manage asset information in Siebel Communications:
To create an asset 1
Navigate to the Assets screen.
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Assets in Siebel Communications Associating Related Assets with a Primary Asset in Siebel Communications (End User)
Add a new record to the Assets list, and complete the necessary fields in the record and the More Info form. To access more fields, click the show more button in the form. Some fields are described in the following table. Field Account Asset # Qty Serial # Comments Account associated with the asset. Populated with a default number generated by Siebel Communications. Accepts any string consisting of 100 or fewer characters. Quantity of the asset. Displays either the serial number set in the service point or the service ID from the order.
Associating Related Assets with a Primary Asset in Siebel Communications (End User)
End users can associate one or more assets with another asset and designate their relationships, such as backup or option. An asset with which other assets are associated is a primary asset.
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Assets in Siebel Communications Creating a Transaction for an Asset in Siebel Communications (End User)
3 4
In the explorer tree, select an asset. Expand the asset branch to display subsidiary records. When you click the asset name in the explorer tree, the Assets list highlights the asset selected in the explorer and displays further details on the right side of the view. The fields are the same as those in the Assets lists in the All Assets or My Assets view.
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Assets in Siebel Communications Adding a Service Request Associated with an Asset in Siebel Communications (End User)
2 3 4
From the Show drop-down list, select All Assets. In the Assets list, click the name of the asset. Click the Components view tab. The Components list displays information about the components.
Adding a Service Request Associated with an Asset in Siebel Communications (End User)
End users can add service requests associated with an asset.
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Assets in Siebel Communications Viewing Service Points and Services in Siebel Communications (End User)
In the Change Requests list, add a record and do one of the following:
Select an existing change request to associate with the asset. Add a new change request and complete the necessary fields. Some fields are described in the following table. Field Area Owner Priority Subarea Substatus Type Comments General product area where the change request has occurred. Person assigned to deal with the change request. Priority assigned to fixing this problem. Kind of product addressed by this change request. Indicates if this change request has been assigned to an employee for resolution. Type of change request.
a b
In the Service Point Services list, select the service. In the Usage History view, from the drop-down list, select an option.
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Assets in Siebel Communications Viewing Service Points and Services in Siebel Communications (End User)
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This chapter includes the following topics: About Opportunities in Siebel Communications on page 113 Scenario for Creating Opportunities in Siebel Communications Creating an Opportunity in Siebel Communications (End User) on page 115 Associating an Account with an Opportunity in Siebel Communications (End User) on page 116 Associating a Product with an Opportunity in Siebel Communications (End User) on page 116 Creating a Quote for an Opportunity in Siebel Communications (End User) on page 117 Creating a Profile for an Opportunity in Siebel Communications (End User) on page 118 Associating a Site with an Opportunity in Siebel Communications (End User) on page 119 Associating a Partner with an Opportunity in Siebel Communications (End User) on page 119 Additional End-User Tasks for Opportunity Management in Siebel Communications on page 120
Administrators involved with opportunities will benefit from reading this chapter. It describes how your CSRs create and update opportunities. After becoming familiar with the end-user procedures, you can customize the software to fit your companys needs. For information about hierarchical products or multiple price types with recurring and nonrecurring fees, see these guides:
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Siebel Product Administration Guide Siebel Pricing Administration Guide Siebel Order Management Guide Addendum for Communications
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Figure 13 summarizes the sequence an end user might use with opportunities in Siebel Communications:
To create an opportunity 1
Navigate to the Opportunities screen, then the Opportunity List view.
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Opportunities in Siebel Communications Associating an Account with an Opportunity in Siebel Communications (End User)
In the Opportunity list, add a new record, and complete the necessary fields in the new record and the More Info form. To access more fields, click the show more button in the form. Some fields are described in the following table. Field Channel Expected Value Primary Probability % Revenue Sales Team Source Comments Distribution strategy this opportunity plays in your organization. Automatically populated when you select Probability and Revenue Amount fields. You are assigned as primary for opportunities you create. Only managers can change the Primary field for a sales team member. Probability of completing the sale. Expected revenue in specific currency. Sales team member associated with the opportunity. Source of the data. Source Type field reflects the source type associated with this selection.
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Opportunities in Siebel Communications Creating a Quote for an Opportunity in Siebel Communications (End User)
If these conditions are not met, Siebel Communications cannot generate revenue line items for the Opportunity. The revenue will not be accurate until a quote is configured and the opportunity is updated from it.
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In the Price List field, select a price list. Complete the necessary fields for the new quote. In the Quotes list, drill down on the Name hyperlink. The Quote form appears with the Line Items view beneath it.
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Opportunities in Siebel Communications Creating a Profile for an Opportunity in Siebel Communications (End User)
In the Line Items list, add a record and complete the necessary fields. Some fields are described in the following table. Field Extended Price MRC Subtotal NRC Subtotal UofM Comments Calculated by multiplying the net price by the quantity. Monthly recurring charge. Nonrecurring charge. Unit of Measure depends on price type. For a one-time fee, value is for each unit. For recurring fees, value indicates time period, such as per month or per quarter.
Scroll down and click the Line Item Detail subview tab. NOTE: Administrators specify much of the product information through the Product Administration screen. When the products are added to the quote as line items, default product information is populated for some line item fields.
To adjust a discount, edit the Disc %, Disc Amount, and Disc Price fields in the Line Item Detail form. NOTE: For further information about line item details, see Siebel Order Management Guide Addendum for Communications.
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Opportunities in Siebel Communications Associating a Site with an Opportunity in Siebel Communications (End User)
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In the Profile form, click Script to launch the wizard. Answer the questions in the script.
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Opportunities in Siebel Communications Additional End-User Tasks for Opportunity Management in Siebel Communications
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Performance of the billing screens depends on both the configuration and speed of retrieval from the external billing system. Configurators can set up Siebel Communications so that all messages are sent and received from the back-office application in real-time or batch mode. The results of these messages can also be stored in Siebel Communications database tables, allowing CSRs to resolve them in real-time. Your company is responsible for performing the integration of Siebel Communications with billing systems. For detailed information, see Overview: Siebel Enterprise Application Integration. For instructions on setting up profiles that are used to run credit ratings, record billing preferences, or store tax exemption information, see Profiles in Siebel Communications on page 57.
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She enters the amount of the tax and explains the reason for the request. She then submits the adjustment for processing by the external billing system. If it is accepted, this adjustment amount will be credited immediately to the balance of the account of the customer and will be printed on the customers next invoice. Before she forgets, she accesses the customer's exemption profile and makes a note that he should be exempt from city tax, so that he will not be incorrectly charged in the future. The customer would also like to pay his outstanding balance. The CSR finds the most recent invoice, which is for the month of January. She creates a payment against the invoice, enters the customer's credit card information, and submits the payment for processing by the external billing system. Before hanging up, the customer has one last request. He would like to start receiving invoices by email. The CSR goes to his billing profile, selects the appropriate Bill Media, and enters his email address. The customer thanks him for his time and hangs up. After lunch, the CSR receives a phone call from another customer, who needs to arrange a payment plan. His recent invoice was considerably higher than normal, so he wants to spread out the payment over the next three months. After the CSR verifies that his credit is still good, she enters the payment arrangement request and notes the special circumstances. The external billing system processes the request and approves it in a few moments. The CSR informs the customer that his request has been accepted and that he should look for that additional amount in the next three invoices.
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Billing in Siebel Communications Generating Credit, Fraud, and Usage Information in Siebel Communications
Figure 14 summarizes the sequence of procedures an end user might use to update billing information in Siebel Communications:
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Billing in Siebel Communications Setting Up the Invoice Image Feature in Siebel Communications
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From the Show drop-down list, choose Symbolic URL Administration. In the Symbolic URL list, select the BillStatement record. NOTE: In the Name field, run a query for BillStatement. BillStatement is the name of the control defined in Using Siebel Tools.
In the Bill Statement record, complete this information: Field Fixup Name Host Name URL Comments InsideApplet displays the image within the current applet. OutsideApplication displays the image in a new pop-up window. Name of your invoice host. Select the name entered in Step 2. URL for the bill image to appear.
Restart the application. The image now points to the specified URL.
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Billing in Siebel Communications About Accessing or Updating Billing Information in Siebel Communications (End User)
End-User Views
The end-user views are: Billing Portal view (call center agent). The Billing Portal view summarizes the billing information that a call center agent would most likely need to review while talking to a customer. It also makes it easy for call center agents to handle the most common transactions associated with invoices. The Billing Portal view serves as a starting point for most customer inquiries. Among other tasks, the Billing Portal views allow call center agents to:
Review the account status, such as the balance, delinquency information, and pending financial transactions (credit and debit) that have not yet been applied to the balance. View the most recent invoices of a customer and drill down to access detailed information about an invoice. View the history of payments and adjustments. This is useful if customers claim that they have already made a payment and that the balance is not correct.
Access the usage history of different services that the customer has so that unexpected hikes can be explained to the customer.
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Billing in Siebel Communications About Accessing or Updating Billing Information in Siebel Communications (End User)
Billing Portal View Description Displays account information that corresponds to the Accounts screen, More Info view. End users can edit this information. Displays balance information for the account. Retrieves this information from an external billing system. Information is read-only. Pay button. Takes end users to the Invoices screen, Payments view, where a payment has been created to settle the entire account balance. Refresh button. Updates the information with the most current data.
Account Balance
Invoice History
Displays information from the Invoices screen. Information is read-only. Invoice # hyperlink. Takes end users to the Invoices screen, Line Items view.
Payment History
Displays the payment history for the account. Information is read-only. Payment # hyperlink. Takes end users to the Invoices screen, Payments More Info view, Invoices subview, where they record payments.
Adjustment History
Displays a subset of the information from the Invoices screen, Adjustment Requests view. Information is read-only. Request # hyperlink. Takes end users to the Adjustment Requests view, Line Items subview.
Additional Info
Billing Profile hyperlink. Takes end users to the Accounts screen, Profiles view, Billing Profile form. Usage Detail hyperlink. Takes end users to the Accounts More Info form, Usage Detail view. Unbilled Charges hyperlink. Takes end users to the Account More Info form, Unbilled Charges view.
Invoices views (call center agent). The Invoices views allow call center agents to view all bill details. These views are generally accessed to reply to customer complaints regarding a specific charge on the bill. The Invoices views also allow call center agents to start transactions, such as adjusting an invoice, recording a payment against the invoice, requesting a bill duplicate.
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Billing in Siebel Communications Process of Accessing or Updating Billing Information in Siebel Communications (End User)
The Start Date and End Date fields of the Billing Profile screen are of UTC Date Time type, and send the values selected by users in UTC format (ISO Standard). The UTCCanonical user property, when set to Y, enables the feature that converts the date and time values to UTC format.
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Billing in Siebel Communications Process of Accessing or Updating Billing Information in Siebel Communications (End User)
Scroll to the Billing Profile list, and click the link in the Name field of the appropriate billing profile. The service account is set to the paying account. The Profile Portal view shows all ordered usage of the assets of the paying account, along with rolled-up amounts for usage by nonpaying child accounts of the paying account, if any, for that billing profile.
Scroll to the Installed Assets list, and click the link in the Billing Profile field of the appropriate asset. The service account is set to the paying account. The Profile Portal view shows all ordered usage of the assets of the paying account, along with rolled-up amounts for usage by nonpaying child accounts of the paying account, if any, for that billing profile.
Scroll to the Billing Items list, and click the link in the Billing Profile field of the appropriate billing item. The service account is set to the account for which the current billing item was ordered, which might be either a paying account or a nonpaying child account. Consequently, if you want to display usage for the account currently displayed in the Account Summary view, then make sure to drill down on the Billing Profile field of a billing item ordered for that current account.
For a paying account, the Profile Portal view shows all ordered usage of the assets of the paying account, along with rolled-up amounts for usage by nonpaying child accounts of the paying account, if any, for that billing profile. For a nonpaying child account, the Profile Portal view shows all ordered usage of the assets of the nonpaying child account only, for that billing profile.
The billing Profile Portal view displays forms for the billing profile details and the billing profile balance summary. View tabs for Balance Group, Unbilled Usage, Bills, Payments, and Adjustments appear below the forms. The Balance Group view tab displays a list of balance groups for the billing profile. Except for the Adjustments view, these views use virtual business components to bring real-time data from the external Billing and Revenue Management application.
In the Balance Summary form, click Refresh to retrieve up-to-date data from the billing application.
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Billing in Siebel Communications Process of Accessing or Updating Billing Information in Siebel Communications (End User)
1 frequent flyer mile for each minute of time on any phone line in a family plan. 3 MB of data to download at no charge. 100 Short Message Services (SMS) applicable to wireless and wire line services.
A balance group can have a single currency balance and multiple noncurrency balances (for example, the balance of unused phone minutes). Though customers are generally not aware of balance groups in a bundle, they understand how resources are applicable to the services within a bundle. This task is a step in Process of Accessing or Updating Billing Information in Siebel Communications (End User) on page 128.
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Click Refresh to retrieve up-to-date data from the billing application. To view the currency and noncurrency balances as well as the services for a group, select that group in the Balance Group list and scroll down to the Balance list and to the Services list. To view validity details for a balance, select that balance in the Balance listing. The Balance Details list displays the validity details.
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Click the Unbilled Usage view tab to display a list of service charges that the company has not yet billed for the billing profile. Click Refresh to retrieve up-to-date data from the billing application. To see rolled-up totals of unbilled service charges for this account (and its nonpaying child accounts, if any), view the fields of the Balance Summary form in the upper right of the view. To view the item charges for a service charge, select that service charge from the Service Charges list and scroll down to the Item Charges list.
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Billing in Siebel Communications Process of Accessing or Updating Billing Information in Siebel Communications (End User)
To view the events for an item charge, click the Net Amount field for that item charge. The Event Details list displays.
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To find specific events in the Event Details list, click Search, enter search criteria, and click Go. To view noncurrency balance totals for an event, select an event for which the Non-Currency check box is selected, click View Detail, and scroll down to the Non-Currency Balance Impacts for Event list. The Non-Currency Balance Impacts for Event list is populated with the noncurrency balance totals for the event. NOTE: If the Non-Currency check box is not selected, noncurrency balances are not available for the event, and the View Detail button is disabled.
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To view a list of payments for the bill, click the Payments view tab. To view a list of adjustment request items for the bill, click the A/R Items view tab. To view the list of service charges for the bill, click the Service Charges view tab.
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To view the item charges for a service charge, select that service charge from the Service Charges list and scroll down to the Item Charges list. To view the events for an item charge, click the Net Amount field for that item charge. The Event Details list displays. To find specific events in the Event Details list, click Search, enter search criteria, and click Go.
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Billing in Siebel Communications Process of Accessing or Updating Billing Information in Siebel Communications (End User)
To view noncurrency balance totals for an event, select an event for which the Non-Currency check box is selected, click View Detail, and scroll down to the Non-Currency Balance Impacts for Event list. The Non-Currency Balance Impacts for Event list is populated with the noncurrency balance totals for the event. NOTE: If the Non-Currency check box is not selected, noncurrency balances are not available for the event, and the View Detail button is disabled.
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Click the Adjustments view tab to display a list of adjustment requests for the billing profile and scroll down to the Line Items list. To view the line items for an adjustment request, select that adjustment request in the Adjustment Requests list.
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Billing in Siebel Communications Process of Accessing or Updating Billing Information in Siebel Communications (End User)
To view the bills associated with the displayed nonpaying service account, click the Bills view tab.
To look up the balance of a nonpaying service account at the request of the payer of that account, follow this procedure. This task is a step in Process of Accessing or Updating Billing Information in Siebel Communications (End User) on page 128.
To look up the balance of a nonpaying service account from the paying account 1 2 3 4 5
Navigate to the Accounts screen, then the Accounts List view. Find the paying account. Drill down on the Name field. Click the Account Summary view tab. In the Billing Items list, locate the service for which you want to retrieve the balance.
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Billing in Siebel Communications Process of Accessing or Updating Billing Information in Siebel Communications (End User)
Drill down on the Billing Profile field. The Billing Profile Summary screen displays the billing details of the selected service account. The Service Account field in the Billing Profile form is set to the service account of the service, and the billing information corresponds to the combination of the billing profile and the service account.
Viewing Invoices
Use the procedures that follow to access and view billing information in invoices. This task is a step in Process of Accessing or Updating Billing Information in Siebel Communications (End User) on page 128.
To access billing information through the Invoices view, follow this procedure.
In the Invoices list, perform a query in the Bill To Account field for the account name. The Invoices list displays all invoices for that account, sorted by invoice number.
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In the Invoices list, select the invoice you want to view. Click a view tab to access specific information for that account.
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Billing in Siebel Communications Entering Payment Against an Outstanding Balance in Siebel Communications (End User)
If the service item does not appear in the list, perform a query. For example, enter the telephone number in the Number Called field.
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Billing in Siebel Communications Entering Payment Against an Outstanding Balance in Siebel Communications (End User)
Recording Profile-Level Payments on page 138 Viewing Billing Payment History on page 139
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In the field, select a method for payment. In the Payments list, complete the necessary fields. Some fields are described in the following table. Field Payment # Payment Date Payment Amount Status Comments System-generated number. Automatically populated. Automatically populated based on the account and account balance. Status must be set to Open to enter the amount. Otherwise, it is read-only. Set automatically to Open. End users can edit this record as long as the Status is not Submitted.
In the More Info form, complete additional fields, if necessary. The fields displayed depend on the Payment Method selection you made.
EFT. Deducts payment from the customers bank account. Field Bank Account # Comments Customers bank account number.
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Billing in Siebel Communications Entering Payment Against an Outstanding Balance in Siebel Communications (End User)
Comments Name under which the customers bank account is registered. Reference number of the specific branch of the customers bank.
Credit Card. Charges payment to the customers credit card. Reference. Captures payment details that were made at a third-party location, such as post offices or banks. Field Location Reference # Comments Location where the payment was made. Reference number of the payment.
Click Submit.
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Billing in Siebel Communications Entering Payment Against an Outstanding Balance in Siebel Communications (End User)
In the Accounts list, click the name of the account. NOTE: End users can also begin this procedure from the Billing Portal view. For information, see Table 20 on page 127.
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Click the Payments view tab. In the Payments list, add a payment. Drill down on the Payments # hyperlink. The Payment Detail form appears with view tabs beneath it.
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Click the Invoices view tab. In the Invoices list, enter the amount that you want to apply to each invoice in the Payment Amount field. In the Payment Detail form, enter the total amount.
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Enter an amount in the Payment Amount field, and select the One-Time Payment check box. Select a method of payment in the Payment Method field:
If you select Credit Card, enter details in the Credit Card area of the screen. If you select Automatic Debit, enter details in the Bank Account area of the screen.
Click Submit to submit the payment to the billing application. A payment confirmation number displays. When the billing application processes the payment, the payment is included in the payments list.
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Billing in Siebel Communications Viewing Usage Details in Siebel Communications (End User)
When end users enter a payment for a bill, the billing application applies that payment to the bill. To enter payments for a bill, complete the steps in the following procedure.
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Click the Bills view tab to display a list of bills for the billing profile. Click the Bill Number field for the bill that you want to pay. Click the Payments view tab to display a list of payments for the bill. Click New to add a new payment. The Capture New Payment dialog box displays.
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Enter an amount in the Payment Amount field, and select the One-Time Payment check box. Select a method of payment in the Payment Method field:
If you select Credit Card, enter details in the Credit Card area of the screen. If you select Automatic Debit, enter details in the Bank Account area of the screen.
Click Submit to submit the payment to the billing application. A payment confirmation number displays. When the billing application processes the payment, the payment is included in the payments list.
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Billing in Siebel Communications Viewing Unbilled Charges in Siebel Communications (End User)
In the Usage History list, select the data you want to view from the drop-down list.
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
Requesting an Adjustment to an Invoice on page 141 Creating Adjustments for Bills on page 142
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Viewing an Adjustment Request Outcome on page 149 Recording a Customers Decision About Adjustment Outcome Terms on page 150
For more information about integrating the billing component with an external billing system, see Chapter 15, Defining Integration Workflows for Siebel Communications.
Complete any necessary information, such as the reason for the Adjustment, and click Submit. Siebel Communications processes the request and populates the fields with the results.
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
Select the line item you want to adjust, and click Adjust. A new record is created with some information already populated.
Complete any necessary information, such as the reason for the Adjustment, and click Submit. Siebel Communications processes the request and populates the fields with the results.
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
Click the Bill Number field for the bill that you want to adjust. The Bill Details form for the bill displays and a list of service charges for that bill displays in the Service Charges view tab.
Click Adjust in the Bill Details form. The Billing Adjustments screen displays showing the form to create an adjustment request with some fields populated and showing the Line Items view tab with no invoice lines.
Enter adjustment details in the fields for the form. Some fields are described in the following table. Field Status Status Description Comments Status of the adjustment. The value in this field is automatically changed when the billing application processes the adjustment. Read only. Oracle Communications Billing and Revenue Management populates this field with a reason for an adjustment not being posted, if such a case arises. Amount for which you want to adjust the bill. Defaults to 0. Read only. Amount approved for the adjustment to the bill. Defaults to 0. After you click Submit and the billing application processes the adjustment request, the portion of the Request Amount that the billing application approves appears in this field. The customers decision to accept or reject the adjustment. Type of adjustment; for example, Credit, Cash, or Debit. Reason for the adjustment request; for example, Billing Error, Partner Code, Special Credit, or Other. Read only. Date on which the billing application approves the adjustment. You cannot enter data in this field. If necessary, enter additional comments about the adjustment request. Percentage by which you want to adjust the bill. If the Request Amount field contains a value, do not enter a percentage in this field. Read only. Portion of the Request Percentage that the billing application approves. After you click Submit and the billing application processes the adjustment request, the percentage of the Request Amount that the billing application approves appears in this field.
Customer Decision Adjustment Type Reason for Request Approval Date Comments Request Percentage Approved Percentage
Click Submit to submit the adjustment to the billing application. The adjustment record becomes read-only, and its Status changes to Submitted. When the response message comes back from the external billing application, it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed).
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
To create adjustments for the item charges on a bill, complete the steps in the following procedure.
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Click the Bills view tab to display a list of bills for the billing profile. Click the Bill Number field for the bill that you want to adjust. The Bill Details form for the bill displays and a list of service charges for that bill displays in the Service Charges view tab.
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Select the appropriate service charge from the Service Charges list and scroll down to the Item Charges list. Select the item charges and click Adjust in the Item Charges list. The Billing Adjustments screen displays showing the form to create an adjustment request with some fields populated and showing the Line Items view tab with invoice lines for the item charges that you select. NOTE: You can delete existing line items, but you cannot add more line items.
Enter adjustment details in the fields for invoice line items. Some fields are described in the following table. Field Original Amount Comments The original amount of the item charge. This field is automatically populated with the amount in the Charge field in the Item Charges list. You cannot change this amount. Amount for which you want to adjust the bill. Defaults to 0. Read only. Amount approved for the adjustment to the bill. Defaults to 0. After you click Submit and the billing application processes the adjustment request, the portion of the Request Amount that the billing application approves appears in this field. If necessary, enter additional comments about the adjustment request. The status of the adjustment. The value in this field is automatically changed when the billing application processes the adjustment. Read only. Oracle Communications Billing and Revenue Management populates this field with additional information about the Adjustment being posted or not posted. Read only. Oracle Communications Billing and Revenue Management populates this field with additional information about the Adjustment being posted or not posted.
Status Description
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
Comments The type of adjustment (for example, Credit, Cash, and Debit). The reason for the adjustment request (for example, Billing Error, Partner Code, Special Credit, and Other).
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Click Refresh Total to see the cumulative effect of the adjustment line items in the Request Amount field of the form for the adjustment request. Click Submit to submit the adjustment to the billing application. The adjustment record becomes read-only, and its Status changes to Submitted. When the response message comes back from the external billing application, it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed).
To create adjustments for the events on a bill, complete the steps in the following procedure.
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Click the Bills view tab to display a list of bills for the billing profile. Click the Bill Number field for the bill that you want to adjust. The Bill Details form for the bill displays and a list of service charges for that bill displays in the Service Charges view tab.
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Select the appropriate service charge from the Service Charges list and scroll down to the Item Charges list. Click the Net Amount field for the appropriate item charge. The Event Details list displays.
Select the events, and click Adjust in the Event Details list. The Billing Adjustments screen displays showing the form to create an adjustment request with some fields populated and showing the Line Items view tab with invoice lines for the events that you select. NOTE: You can delete existing line items, but you cannot add more line items.
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
Enter adjustment details in the fields for invoice line items. Some fields are described in the following table. Field Original Amount Comments The original amount of the event. This field is automatically populated with the amount in the Charge field in the Event Details list. You cannot change this amount. Amount for which you want to adjust the bill. This field displays 0 (zero) by default. Read only. Amount approved for the adjustment to the bill. This field displays 0 (zero) by default. After you click Submit and the billing application processes the adjustment request, the portion of the Request Amount that the billing application approves appears in this field. If necessary, enter additional comments about the adjustment request. The status of the adjustment. The value in this field is automatically changed when the billing application processes the adjustment. The type of adjustment (for example, Credit, Cash, and Debit). The reason for the adjustment request (for example, Billing Error, Partner Code, Special Credit, and Other).
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Click Refresh Total to see the cumulative effect of the adjustment line items in the Request Amount field of the form for the adjustment request. Click Submit to submit the adjustment to the billing application. The adjustment record becomes read-only, and its Status changes to Submitted. When the response message comes back from the external billing application, it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed).
To create adjustments for the balance totals that are associated with a bill, complete the steps in the following procedure.
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Click the Bills view tab to display a list of bills for the billing profile. Click the Bill Number field for the bill that you want to adjust. The Bill Details form for the bill displays and a list of service charges for that bill displays in the Service Charges view tab.
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
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Select the appropriate service charge from the Service Charges list and scroll down to the Item Charges list. Click the Net Amount field for the appropriate item charge. The Event Details list displays. Select an event for which the Non-Currency check box is selected, click View Detail, and scroll down to the Non-Currency Balance Impacts for Event list. The Non-Currency Balance Impacts for Event list is populated with the noncurrency balance totals for the event. NOTE: If the Non-Currency check box is not selected, noncurrency balances are not available for the event, and the View Detail button is disabled.
Select a balance and click Adjust in the Non-Currency Balance Impacts for Event list. The Billing Adjustments screen displays showing the form to create an adjustment request with some fields populated and showing the Line Items view tab with an invoice line for the noncurrency balance total that you select. NOTE: You can delete existing line items, but you cannot add more line items.
Enter adjustment details in the fields for the invoice line item. Some fields are described in the following table. Field Request Value Comments The value by which you want to adjust the balance total. This field is automatically populated with the value in the After AR Actions field in the Non-Currency Balance Impacts for Event list, but you can change this value. If you enter a percentage in the Request Percentage field, you must clear this field. This field is automatically populated with the amount in the After A/R Actions field in the Non-Currency Balance Impacts for Event list, and you cannot enter data in this field. If you change the Request Value field, this field displays the value in the Request Value field. After you click the Submit button, and the billing application processes the adjustment request, the portion of the request value that the billing application approves displays in this field. If necessary, enter additional comments about the adjustment request. The status of the adjustment. The value in this field is automatically changed when the billing application processes the adjustment. The percentage by which you want to adjust the balance total. If the Request Value field contains data, do not enter a percentage in this field. The type of adjustment (for example, Credit, Cash, and Debit).
Approved Value
Adjustment Type
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
Comments The reason for the adjustment request (for example, Billing Error, Partner Code, Special Credit, and Other). The portion of the request percentage that the billing application approves. You cannot enter data in this field. The billing application processes the adjustment request after you click the Submit button.
Click Submit to submit the adjustment to the billing application. The adjustment record becomes read-only, and its Status changes to Submitted. When the response message comes back from the external billing application, it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed).
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Click the Unbilled Usage view tab to display a list of service charges that the company has not yet billed for the billing profile. Click Refresh to retrieve up-to-date data from the billing application. To view the item charges for a service charge, select that service charge from the Service Charges list and scroll down to the Item Charges list. To view the events for an item charge, click the Net Amount field for that item charge. The Event Details list appears.
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To find specific events in the Event Details list, click Search, enter search criteria, and click Go. Select the event representing the unbilled usage to be adjusted, and click Adjust.
On the Invoice Adjustment view, Siebel Communications creates an invoice to track the adjustment. The invoice contains the Bill Number. In the Billing Profile Adjustments view, Siebel Communications creates a record for the adjustment. This adjustment record likewise contains the Bill Number.
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
Click Submit to submit the adjustment to the billing application. The adjustment record becomes read-only, and its Status changes to Submitted. When the response message comes back from the external billing application, it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed).
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Click the Unbilled Usage tab and review the service charges. Click the Item charges to review the currency and noncurrency event details. Select the event representing the unbilled usage to be adjusted, and click Adjust. Siebel Communications displays the Invoice Adjustment view.
An invoice is created to track the adjustment. The invoice contains the Bill Number. (The external Oracle Communications Billing and Revenue Management application tracks unbilled events in the bill with a status of Open.) A list item is created in the Billing Profile views Adjustments list. This list item likewise includes the Bill Number.
Click Submit to submit the adjustment to the billing application. The adjustment record becomes read-only, and its Status changes to Submitted. When the response message comes back from the external billing application, it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed).
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Billing in Siebel Communications Process of Creating Adjustments in Siebel Communications (End User)
This task is a step in Process of Creating Adjustments in Siebel Communications (End User) on page 141.
To display the history of adjustment requests for an account, follow this procedure.
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Billing in Siebel Communications Process of Making Payment Arrangements in Siebel Communications (End User)
In the Invoices list, drill down on the Invoice # hyperlink. The Invoices form appears with the view tabs beneath it.
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Click the Adjustment Request view tab. In the Adjustment Requests list, select the request record. In the Customer Decision field, select information to indicate the customers decision to accept or reject the outcome terms. NOTE: If your companys policy does not require a customer decision regarding a bill adjustment outcome, the customer decision fields may not be available.
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Requesting a Payment Arrangement (End User) on page 151 Viewing the Outcome of a Payment Arrangement Request (End User) on page 152 Recording a Customers Decision About Payment Arrangement Terms (End User) on page 153
For more information about integrating the billing component with an external billing system, see Chapter 15, Defining Integration Workflows for Siebel Communications.
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Billing in Siebel Communications Process of Making Payment Arrangements in Siebel Communications (End User)
In the Payment Arrangements list, add a record and enter information for the request. Some fields are described in the following table. Field Number of Installments Installment Amount Comments For a single-payment deferral plan, this is 1. When you click on the Installment Amount field, the amount is automatically generated. When you click on this field, the amount is generated according to the Original Amount Due and Number of Installment data.
The external billing system processes the request and populates the Payment Arrangements Outcome view at the bottom of the screen.
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Click the Payment Arrangements view tab. Scroll down to the Payment Arrangements Outcome form to review the external billing systems response to the bill repayment plan request.
To display the history of payment arrangements for an invoice, follow this procedure.
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Billing in Siebel Communications Requesting a Duplicate Invoice in Siebel Communications (End User)
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In the Invoices list, select an invoice. Click the Payment Arrangements view tab. In the Payment Arrangements list, select Payment Arrangements or Payment Arrangements Details from the drop-down list. If the information does not appear in the Payment Arrangements list, perform a query to access the correct records.
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Billing in Siebel Communications Updating a Billing Profile in Siebel Communications (End User)
In the Duplicate Request list, add a record and complete the necessary fields. Some fields are described in the following table. Field Address Comments Comments Address to send the duplicate bill. The City, State, Zip, and Country fields are automatically populated when you select the address. Specific directions or descriptions about the duplication process.
a b
In the Duplicate Request list, select Duplicate Bill Request Details from the Show drop-down list. In the Address field, associate another address.
For more information about profiles, see Chapter 4, Profiles in Siebel Communications.
Caller Verification
When receiving an inbound call, end users first verify and find the caller. For more information about caller verification, see Siebel Applications Administration Guide.
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Work Orders in Siebel Communications Scenario for Work Orders in Siebel Communications
A customer service representative (CSR) has just completed an order for a customer, requiring three mobile phones, two pagers, an Internet connection, and an addition to their local service (voice mail). The order that the CSR created contains at least seven line items: one for each of the mobile phones, two for pagers, one for the Internet connection, and one for the local service. The CSR has given a quote for the order to the customer, who has accepted it and asked that the order be placed. In the Order Line Items view, the CSR submits the order to the provisioning system. Since your company is a reseller of communications services (in this example), the action of submitting the order creates three work orders, based on the service provider for each of the line items. The following list shows the work order allocation: Three mobile phonesprovided by a wireless services company Two pagersprovided by a wireless services company An Internet connectionprovided by an Internet service provider Local service (voice mail)provided by the local phone service provider
The work orders were created based on the service provider for each of the line items associated with the order. In this example, there are three unique providers: a wireless services provider, an Internet service provider, and the local phone service provider. The work order is separated into three separate work orders, which are then submitted to the various providers for activation. A week later, the customer calls to check on the status of his order because he has not received his equipment. His call is directed to a different CSR, who is able to search through his company account to find any open orders. When the CSR has found the most recent order, he can use the hyperlink to find the specific work orders associated with the order. When he does this, he notices that each of the work orders is complete, except the one for the mobile phones and pagers. When he drills down into that order, he finds some notes and activities indicating that the particular pager ordered by the customer is on back-order. The estimated delivery date is two days from now. The CSR adds an activity to the work order to indicate that the customer wants to be notified by email when the status of the order has changed to complete. Figure 15 shows the sequence of procedures that an end user might follow to manage work orders.
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Work Orders in Siebel Communications Creating a Work Order in Siebel Communications (End User)
Activity plans consist of a list of activities to be completed to resolve a problem. If an appropriate activity template exists, end users can select the template to populate their activities list with a defined set of activities. Then end users can customize the list, if necessary.
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Work Orders in Siebel Communications Creating Work Order Line Items in Siebel Communications (End User)
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Click the Activity Plans view tab. In the Activity Plans list, add a record. In the Template field, select an Activity Template.
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Work Orders in Siebel Communications Adding Work Order Terms in Siebel Communications (End User)
In the Line Detail form, add a record and complete the necessary fields. To access more fields, click the show more button in the upper right corner of the form. Some fields are described in the following table. Field Product Comments When you select a product, you are selecting a line item from the associated Service Order. The Action, Due Date, UoM, Price and Status fields are automatically populated with the information from the Order Line Item view. An existing contact can be selected in the Ship to Contacts dialog box, or a new contact can be added. The Ship to First Name field is automatically populated when you enter a value in this field. When you complete this field, the City, State, ZIP Code, and Country fields are automatically populated. An existing address can be selected in the Ship to Addresses dialog box, or a new address can be added. When you complete this field, the City, State, ZIP Code, and Country fields are automatically populated.
Address
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Work Orders in Siebel Communications Additional End-User Tasks for Work Order Management in Siebel Communications
Scroll down to the second Terms form, and complete the necessary fields. Some fields are described in the following table. Field Freight Terms Payment Terms Return To Status Comments Terms describing how to ship the order. Terms describing how the customer pays. Return address for order items. Status of the order.
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Service requests and trouble tickets perform similar functions. The main differences are: Trouble tickets functionality supports parent-child relationships Trouble tickets are typically used to record and track problems with the functioning of services and networks, whereas service requests are typically used to record and track general customer problems and requests. Examples of general problems and requests are billing problems, requests for new equipment, and requests for billing statements.
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Service Requests and Trouble Tickets in Siebel Communications About Service Requests and Trouble Tickets in Siebel Communications
Service requests and trouble tickets are managed through the Service Requests and Trouble Tickets screens.
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Service Requests and Trouble Tickets in Siebel Communications Scenario for Service Requests and Trouble Tickets in Siebel Communications
The CSR assigns the network trouble ticket for the cable break to a technician in the Repair and Maintenance department and receives a message from the on-site maintenance crew that the cable has been repaired and tested and is fully operational. The technician creates a series of notes in the network trouble ticket, indicating the resolution, and closes the trouble ticket. When the technician closes the parent trouble ticket, the child trouble tickets are not automatically closed since it may be necessary to verify that each customers problem has been fixed. Because your administrator has configured it to do so, Siebel Communications determines that the trouble ticket for the customer described above can be closed. It then sends a text message to the customers mobile phone notifying him of the resolution. At the end of the day, the manager examines all of the trouble tickets generated that day.
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Service Requests and Trouble Tickets in Siebel Communications Setting Up Service Requests and Trouble Tickets in Siebel Communications
Figure 16 shows the sequence of procedures that end users might follow to manage trouble tickets.
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Service Requests and Trouble Tickets in Siebel Communications Creating a Trouble Ticket Record in Siebel Communications (End User)
For more information about setting up Siebel Assignment Manager (including rules, criteria, workload, employees, positions, and territories), see Siebel Assignment Manager Administration Guide.
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Service Requests and Trouble Tickets in Siebel Communications Associating Parent and Child Trouble Tickets in Siebel Communications (End User)
To assign a trouble ticket using Oracles Siebel Assignment Manager, click the menu button, select Assign, and then select a person. To manually assign a trouble ticket to a person, select a person in the Owner field. To manually assign a trouble ticket to a group, select a group in the Group field.
Associating Parent and Child Trouble Tickets in Siebel Communications (End User)
The general procedure for setting up a parent-child relationship is to create the child trouble ticket and then associate it with an existing trouble ticket that will be the parent. End users can group many child trouble tickets under one parent trouble ticket. Grouping several trouble tickets under one parent can be useful for managing a single network problem that results in calls from many customers.
To associate a child trouble ticket with an existing parent trouble ticket, follow this procedure.
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In the Parent Trouble Tickets list, click New. In the Add Trouble Tickets dialog box, select one or more parent trouble tickets.
NOTE: A list of children of a selected trouble ticket appears in the Related Trouble Tickets view.
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Service Requests and Trouble Tickets in Siebel Communications Viewing Fallout Orders for Trouble Tickets
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Click the More Info view tab. In the More Info form, click the show more button to access more fields. In the Entitlement Name field, select an entitlement. NOTE: For information on determining how this dialog box is populated, see Siebel Field Service Guide.
In the More Info form, click Verify. The Due Date field is automatically populated with the appropriate time period. For instance, if the customer is entitled to have a problem fixed within two hours, the Due Date field will reflect this.
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Identify the trouble ticket associated with the fallout order that you want to view, and click the link in its Ticket Id field. Click the Order Failure Information view tab.
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Service Requests and Trouble Tickets in Siebel Communications About Trouble Ticket Solutions
In the Order Failure Information list, view the fallout order information associated with the current trouble ticket. Some fields are described in the following table. Field Order Id Order Line Item Id Common Order Id Comments Order ID code generated by the fulfillment system. Click the link to display the order that generated this trouble ticket. Order line item ID code generated by the fulfillment system. ID code mapped by the Oracle Application Integration Architecture integration to the application-generated Order Id. ID code mapped by the Oracle Application Integration Architecture integration to the application-generated Order Line Item Id. Error code from the external fulfillment system (if any). Maps the application error code to a standardized error code that can be used to map to recovery procedures. System failure code supplied by Oracle Application Integration Architecture. Transaction ID generated by the external fulfillment system for the order component. NOTE: Some fulfillment systems do not generate a transaction ID for an order. System of Failure Application in which the order failed. This field maps to the common Oracle Application Integration Architecture identifier for the application in which the order failure occurred.
Application Error Code Global Error Code Failure Code Fulfillment Transaction Id
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Service Requests and Trouble Tickets in Siebel Communications Resolving Trouble Tickets in Siebel Communications (End User)
Solutions Defined
In Siebel Communications, the term solution specifically means a record in the Siebel Communications database that includes a description of how a previous trouble ticket was resolved or how an anticipated future trouble ticket could be resolved. The word solution is also used in general terms to mean an answer to a problem.
Further Information
End users can review and create solutions for trouble tickets using the same methods used to review and create solutions for service requests. For more information about working with solutions, see Siebel Field Service Guide.
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Service Requests and Trouble Tickets in Siebel Communications Using the Customer Satisfaction Survey in Siebel Communications (End User)
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Service Requests and Trouble Tickets in Siebel Communications Analyzing Trouble Tickets Data in Siebel Communications (End User)
Ask each of the questions on the Survey form and record the customers answer for each field.
Customer Verification
When a customer telephones a call or service center, end users must verify if the person is an existing or new customer. To verify a customer, end users navigate to the Accounts or Contacts screen and perform a query on a form of information about the customer, such as last name, Social Security number, and so on. If the customer exists in the system, end users can review which requests have already been entered for this customer. If the customer does not already exist in the system, end users can add the customer. For more information about accounts and contacts, see Chapter 3, Accounts in Siebel Communications, and Chapter 5, Contacts in Siebel Communications.
Entitlement Verification
When creating a trouble ticket, verify the type of service agreement and entitlements connected with it. For more information about service agreements and entitlements see Chapter 6, Agreements and Entitlements in Siebel Communications.
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Service Requests and Trouble Tickets in Siebel Communications Additional End-User Tasks for Trouble Ticket Management in Siebel Communications
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When Siebel Communications is linked with the external Oracle Communications Billing and Revenue Management application through Oracle Application Integration Architecture, credit management works as shown in Figure 17.
Figure 17. Credit Alerts Integration The diagram shows the following process:
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The external Oracle Communications Billing and Revenue Management application identifies that a customer is in Collections. In Oracle Communications Billing and Revenue Management, a daily batch creates a payload, and and puts the payload in a queue in the Oracle Communications Billing and Revenue Management Advanced Queuing facility (AQ).
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In Oracle Application Integration Architecture, an administrator processes the payload through Oracle Data Integrator by running the SyncCollectionAction job. The SyncCollectionAction job reads the AQ and populates the EIM_ACCNT_PROF and EIM_ALERT_CUT tables, which are Oracles Siebel Enterprise Integration Manager (EIM) tables for loading data into Siebel CRM. A Siebel administrator runs an EIM job to load the credit alerts into the S_INV_PROF and S_ALERT_CUT tables, which are Siebel base tables that receive credit alert data from the EIM tables and display that data in Siebel CRM. A Customer Service Representative (CSR) using Oracles Siebel Call Center works on the credit alert by calling the customer and making payment arrangements. When the credit alert status is changed to Closed, the CSR synchronizes the status to Oracle Communications Billing and Revenue Management. Oracle Application Integration Architecture middleware updates the collection action status in Oracle Communications Billing and Revenue Management.
Siebel Communications Credit Management provides the following capabilities: Credit Alerts. Generates credit alerts when external credit management systems send information about changes in the credit situation of a customer. Provides the ability to send updated credit alert information back to the external credit management systems. Activities. Generates activities associated with a credit alert. Also allows you to add activities based on a credit alert. Payments. Allows you to send customer payments to the credit management system in response to a credit alert. Account Adjustments. Allows you to send requests to the credit management system for adjustments to a customer account when a credit alert is in error. Displays the credit management systems responses to these requests. Payment Arrangements. Allows you to send requests to the credit management system for payment arrangement plans in response to a credit alert. Displays the credit management systems responses to these requests. Attachments. Allows you to attach external documents to a credit alert.
In addition, Siebel Communications provides the following credit management requirements in other modules: Credit Rating. Displays the customers credit rating details, including credit score, source, and date. For more information, see About Financial Profiles in Siebel Communications on page 67. Billing Information. Displays customer billing information you may need to resolve a credit alert.
CSRs use Credit Management functionality to manage and monitor customer credit issues. They are responsible for reviewing with the customer all account information and credit issues, as well as answering billing inquiries, suggesting payment arrangement plans, and making account adjustments.
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Credit Management in Siebel Communications Scenario for Credit Management in Siebel Communications
Customer service supervisors use Credit Management functionality to determine if a CSR is allowed to request credit adjustments on a customers account, set up payment arrangement plans, and maintain billing profiles.
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Credit Management in Siebel Communications Reviewing and Adding a Credit Alert in Siebel Communications (End User)
Figure 18 shows the sequence a CSR might use to process a customer credit alert.
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Credit Management in Siebel Communications Reviewing and Adding a Credit Alert in Siebel Communications (End User)
End users can also use these views to create internal credit alerts for preemptive measures; these alerts can record situations such as the likelihood of a delayed customer payment. If they have permission to do so, end users can create a credit alert and a corresponding payment arrangement plan record. On being contacted by a service provider regarding a credit problem, a customer may want you to query the billing account. The customer may, for example, believe that he has been incorrectly billed. End users may, therefore, need to refer to the customer billing data to deal with the customer contact. For more information, see Chapter 10, Billing in Siebel Communications. Credit alerts can be created manually in Siebel Communications, or imported as a batch from a thirdparty credit management application, such as Oracle Communications Billing and Revenue Management by way of an EIM job. These tasks are described in the procedures that follow.
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Credit Management in Siebel Communications Adding an Activity to a Credit Alert in Siebel Communications (End User)
For more information about running EIM to import data from external applications, see the chapter on importing data in Siebel Enterprise Integration Manager Administration Guide. On successful completion of this job, credit alerts are created in Siebel Communications. For each credit alert with a substatus of Entered Collections, Siebel Communications changes the billing profile status of the associated account to yellow. After the account exits from Collections, a new credit alert is created by the external application with a substatus of Exited Collections. When Siebel Communications receives this credit alert, the billing profile status of the associated account is changed to green. NOTE: The Sub Status field of the credit alert is read-only in Siebel CRM and can be populated only by the external application. Similarly, the status color of the billing profile can be changed only by the external application.
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Credit Management in Siebel Communications Entering Payments for Credit Alerts in Siebel Communications (End User)
Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)
A customer may have been incorrectly billed for a service and therefore may not have made a payment. In that case, end users need to make an adjustment to the customers billing account. Typically, they associate an account adjustment with a credit alert because it may solve a customer credit issue. The actual account adjustment is made in a third-party billing or accounts receivable system. However, Siebel Communications provides the ability to request an adjustment and to receive information about the outcome. Another customer might be facing financial difficulties and is unable to meet his obligations to pay for services. Such a customer might request a payment arrangement plan with installments or a deferral of payment. In response, your company can approve the request, reject the request, or propose its own terms. The response may depend on factors such as corporate policy, customer credit history or credit-worthiness, and length of the customers association with your company. A payment arrangement plan is associated with a credit alert because it may resolve a customer credit issue.
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Credit Management in Siebel Communications Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)
The customer request is sent to the back-office credit management system for approval. The customer request can be approved in full, rejected entirely, or modified with new terms. The credit management system then sends the outcome back to Siebel Communications. NOTE: You can request either an installment plan or a payment deferral. For a deferral request, specify one installment to be paid at a future date. To create account adjustments and payment plans, perform the following tasks:
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Submitting Requests for Account Adjustments or Payment Plans (End User) on page 183 Viewing Account Adjustment or Payment Plan Request Outcomes (End User) on page 185 Recording Customer Decisions About Account Adjustments or Payment Plans (End User) on page 186
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Credit Management in Siebel Communications Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)
In the Account Adjustments list, add a record and complete the necessary fields. Some fields are described in the following table. Field Amount Date Reason Status Type Comments Amount of the adjustment. Set by default to amount owed on the credit alert. Date the request for adjustment is made. Set by default to current date and time. Reason the adjustment request is being made. Status of the request. Set by default to Open. Type of adjustment request.
NOTE: It is possible to submit multiple account adjustment requests for a single account. However, this situation is not typical.
Number of Installments Original Amount Due Original Due Date Plan End Date
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Credit Management in Siebel Communications Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)
Comments Payment Arrangement plan start date. Type of payment arrangement plan. Status of the request. From the drop-down list, select Pending.
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Click the back button until you return to the credit alert list. From the Action Type drop-down list, select Payment Arrangement Requested.
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Credit Management in Siebel Communications Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)
To display a payment arrangement for an account adjustment request, follow this procedure.
Field Installment Amount Interest Charge Number of Installments Plan Type Status Total Amount Due
Comments Payment amount per installment. This can be either a single payment or multiple installments. Interest owed on the payment arrangement plan. This is calculated by the back-office system. Number of installments. This can be either a single payment or multiple installments. Type of payment arrangement plan. Outcome of the payment arrangement plan request. Total owed for bill and accrued interest.
Recording Customer Decisions About Account Adjustments or Payment Plans (End User)
End users can record the customers decision about the outcome. This task is a step in Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User) on page 182.
To record a customers decision about an account adjustment outcome, follow this procedure.
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Credit Management in Siebel Communications Process of Managing Collections in Siebel Communications (End User)
In the Account Adjustments list, enter information in the Customer Decision and Customer Decision Date fields. NOTE: If your companys policy does not require a customer decision regarding an account adjustment outcome, the customer decision fields may not appear in Siebel Communications.
If the customer rejects the outcome, discuss the options again and submit another request.
To record a customers decision about a payment arrangement outcome, follow this procedure.
If the customer rejects the outcome, discuss the options again and submit another request.
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Credit Management in Siebel Communications Process of Managing Collections in Siebel Communications (End User)
When an account enters collections in the external application, its Billing Profile status changes from green to yellow. Collection actions are performed, and billing statuses are updated in Siebel Communications automatically by the external application. When the account exits from collection, the billing profile status changes from yellow back to green. NOTE: The billing profile status of an account can be updated automatically only by the external application and cannot be changed manually in Siebel CRM.
Billing statuses that have been updated in Siebel Communications are then synchronized with and updated in Oracle Communications Billing and Revenue Management.
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Updating Collection Actions in Siebel Communications on page 188 Processing Collection Payments in Siebel Communications on page 190 Closing Collections Actions in Siebel Communications on page 190
Select the credit alert that is associated with the collection action whose status you want to update.
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Credit Management in Siebel Communications Process of Managing Collections in Siebel Communications (End User)
View details of the credit alert. Some fields are described in the table that follows. Field Action Type Comments Type of action to be performed in relation to a credit alert. The action type might generate or require one or more activities. If the current credit alert is associated with a collection action (that is, if its status is Open), this field will have one of the following values: No Action No Action - Impose Late Fee No Action - Write-off Courtesy Phone Call Demanding Phone Call Courtesy Email or SMS Reminder Harsh Dunning Letter Courtesy Dunning Letter Suspend Services Terminate Services Refer to Outside Agency
As collection actions are completed, you can change the value to another value on this list. Billing Profile ID Identifier code for the account billing profile with which this credit alert is associated. Read-only when credit alert is created in the external billing system. Date on which the current collection action is due. Read only. If the current credit alert is associated with a collection action (that is, if its status is Open), this field displays one of the following values: Entered Collections Exited Collections
As collection actions are completed, the value is updated from the external Oracle Communications Billing and Revenue Management application.
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Credit Management in Siebel Communications Process of Managing Collections in Siebel Communications (End User)
Click Sync Status. The associated collection action is updated in the external Oracle Communications Billing and Revenue Management application.
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Select the credit alert that is associated with the collection action for which you want to process a payment. Click the link in the Billing Profile field. Click the Payments view tab. In the Payments list, create a new record. Complete the Payment Date, Payment Method, and Payment Amount fields. Click Submit.
For more information about processing payments for credit alerts, see Entering Payments for Credit Alerts in Siebel Communications (End User) on page 182.
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Credit Management in Siebel Communications Closing a Credit Alert Manually in Siebel Communications (End User)
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Select the credit alert that is associated with the collection action that you want to close. Change the Status field to Closed, Rejected, or Cancelled, as applicable. Click Sync Status. Siebel Communications sends the closing actions to the external Oracle Communications Billing and Revenue Management application through the integration. When the account exits from collection in the external application, the external application sends a credit alert update with a substatus of Exited Collections and updates the associated billing profile from yellow to green. For more information about closing a credit alert, see Closing a Credit Alert Manually in Siebel Communications (End User) on page 191.
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Credit Management in Siebel Communications Additional End-User Tasks for Credit Management in Siebel Communications
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Fraud can be identified in various ways. For example, a consumer may identify fraud on a bill, noting charges for services that were not requested or used. Alternatively, a service provider may identify irregular calling patterns that may indicate fraud. Traditionally, companies have used legacy fraud management systems to identify and manage fraud. The fraud management process involves fraud alerts, warnings that a fraud may have been committed, which are generated by the fraud management system from an analysis of calling details. For example, an alert may be generated if the system detects calls originating from two different cities within a short time period. A common way to commit such a fraud is by cloning, illegally modifying a handset chip to send an identification signal for another, legal phone. This allows the owner of the illegal handset to make phone calls on the legal phone owner's account. A fraud alert can also be generated by a breach of a fraud threshold. A fraud threshold is a value which, when exceeded, produces a fraud alert. For example, a customer may have a threshold limit of $250.00 per day for domestic calls.
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Fraud Management in Siebel Communications Scenario for Fraud Management in Siebel Communications (End User)
The back-office system issues a fraud alert by placing the customer on a fraud list, a list of customer accounts that are suspected of or confirmed for fraud. The back-office system may generate multiple lists, classified by categories in descending order of the likelihood of fraud. A back-office fraud management system usually has a front-office component, which is used to manage customer interactions related to fraud. Siebel Communications functions as the front-office application for managing fraud. Your companys back-office fraud management systems send fraud lists to Siebel Communications for follow-up. Customer service representatives (CSRs) go through the lists and contact the customers to check if they made the calls that are the cause of the fraud alerts. Fraud alerts indicate what type of fraud may have occurred. For example, Exceeds Threshold is a fraud alert type that indicates that a predefined limit has been exceeded. Another fraud alert type, Stolen Handset, indicates that a customer's wireless handset has been stolen. To help you resolve cases of suspected or obvious fraud, Siebel Communications allows you to view fraud lists, fraud alerts, fraud-related background information about accounts, and the history of fraud-related activities for an account.
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Fraud Management in Siebel Communications Viewing Fraud Alerts in Siebel Communications (End User)
The CSR looks up contact information for the customer in Siebel Communications and telephones the owner, who is listed as the primary contact for the customer account. The owner mentions that he has not been to Los Angeles for more than two years, and is certain that the phone has been in his control during this period. The CSR informs him that there may have been a fraudulent use of his telephone number, and that the CSR will need to provide him with another telephone number. The customer agrees to take his handset to the nearest dealer who will help him with this process. The CSR updates the fraud alert's status and attaches appropriate comments. Siebel Communications transmits this information to the fraud management system. The CSRs fraud management department then starts its formal investigation. Figure 19 shows a possible sequence for managing fraud.
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Fraud Management in Siebel Communications Viewing Fraud Alerts in Siebel Communications (End User)
In the course of investigating fraud, end users review the fraud alert to determine the type of fraud that may have occurred. End users then discuss the fraud alert details, which contain the specific data alleged to be fraudulent, with the customer.
Threshold Overflow
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Fraud Management in Siebel Communications Following Up with the Customer about a Fraud Alert (End User)
Comments Length of the service in seconds. Number dialed in a suspected fraudulent call. Geographical location of the number dialed in a suspected fraudulent call. The name of the rate plan used to calculate the chargefor example, Peak, Off-Peak, Standard, Economy, or International.
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Fraud Management in Siebel Communications Additional End-User Tasks for Fraud Management in Siebel Communications
Disconnecting Service
End users can disconnect a customers service, if necessary, based on the nature of the alert, a discussion with the customer, failure to contact the customer, or your companys policy. Depending on the severity of the alert, part or all of the customers services (for example, international dialing) may already have been disconnected by the back-office system. If your company has configured the Fraud Activities types to include Service Disconnect, end users can add this activity to a fraud alert. Otherwise, for information about disconnecting a service, see Siebel Order Management Guide Addendum for Communications.
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This chapter does not give detailed information about Business Process Administration or application integration in general. For information about these topics, see Siebel Business Process Framework: Workflow Guide and the Siebel Enterprise Application Integration (Siebel EAI) guides, available on the Siebel Bookshelf. NOTE: The integration workflow processes discussed in this chapter are not Application Services Interfaces (ASIs), although they serve a similar function. This chapter includes the following topics: About Integration Workflows in Siebel Communications on page 199 Terminology for Integration Workflows in Siebel Communications on page 200 Scenarios for Defining Integration Workflow in Siebel Communications on page 200 Sample Integration Workflows for Siebel Communications on page 204 Sample Integration Workflow: CUT Send Account Data on page 213 Sample Integration Workflow: CUT Receive Account Data on page 214
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Defining Integration Workflows for Siebel Communications Terminology for Integration Workflows in Siebel Communications
Manual integration. Your company can automate the integration between Siebel Communications and other applications manually. To automate the integration between Siebel Communications and other applications manually, you normally use both Oracles Siebel Business Process Designer and Siebel Enterprise Application Integration (Siebel EAI).
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Defining Integration Workflows for Siebel Communications Scenarios for Defining Integration Workflow in Siebel Communications
The workflow process used to perform this scenario is CUT Send Account Data along with the subprocess CUT Send Account Data.
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Defining Integration Workflows for Siebel Communications Scenarios for Defining Integration Workflow in Siebel Communications
The workflow process used to perform this scenario is CUT Get Sales Order Data.
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Defining Integration Workflows for Siebel Communications Scenarios for Defining Integration Workflow in Siebel Communications
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Defining Integration Workflows for Siebel Communications Sample Integration Workflows for Siebel Communications
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Defining Integration Workflows for Siebel Communications Sample Integration Workflows for Siebel Communications
CUT Sample Fraud Alert IO CUT Sample Sales Order IO CUT Sample Service Profile IO CUT Sample Trouble Ticket IO CUT Sample Work Order IO
NOTE: The Integration Object mentioned in this section is specified in XML. It is not specified as a Business Service Input Argument.
Table 21.
CUT Send Account Data Workflow Process Steps Step 1 Get Account Data CUT Get Account Data None. None. None. Step 2 Send Account Data None. EAI MQSeries Server Transport None. Send
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 22.
CUT Get Account Data Workflow Process Steps Step 1 Get Account Data None. EAI Siebel Adapter CUT Sample Account IO Query Step 2 Convert to XML None. EAI XML Converter None. Integration Object Hierarchy to XML Document
Step Element Step Name Subprocess Name Business Service Integration Object Method
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Defining Integration Workflows for Siebel Communications Sample Integration Workflows for Siebel Communications
Table 23.
CUT Receive Account Data Workflow Process Steps Step 1 Receive Account Update None. EAI MQSeries Server Transport None. Receive Step 2 Convert to Internal None. EAI XML Converter None. XML Document to Integration Object Hierarchy Step 3 Update Account None. EAI Siebel Adapter None. Insert or Update
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 24.
CUT Send Service Profile Data Workflow Process Steps Step 1 Get Service Profile Data CUT Get Service Profile Data None. None. None. Step 2 Send Service Profile Data None. EAI MQSeries Server Transport None. Send
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 25.
CUT Get Service Profile Data Workflow Process Steps Step 1 Get Service Profile Data None. EAI Siebel Adapter Step 2 Convert to XML None. EAI XML Converter
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Defining Integration Workflows for Siebel Communications Sample Integration Workflows for Siebel Communications
Table 25.
CUT Get Service Profile Data Workflow Process Steps Step 1 CUT Sample Service Profile IO Query Step 2 None. Integration Object Hierarchy to XML Document
Table 26.
CUT Receive Service Profile Data Workflow Process Steps Step 1 Receive Service Profile Update None. EAI MQSeries Server Transport None. Receive Step 2 Convert to Internal None. EAI XML Converter None. XML Document to Integration Object Hierarchy Step 3 Update Service Profile None. EAI Siebel Adapter None. Insert or Update
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 27.
CUT Get Sales Order Data Workflow Process Steps Step 1 Get Sales Order Data None. EAI Siebel Adapter CUT Sample Sales Order IO Query Step 2 Convert to XML None. EAI XML Converter None. Integration Object Hierarchy to XML Document
Step Element Step Name Subprocess Name Business Service Integration Object Method
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Table 28.
CUT Send Sales Order Data Workflow Process Steps Step 1 Get Sales Order Data CUT Get Sales Order Data None. None. None. Step 2 Send Sales Order Data None. EAI MQSeries Server Transport None. Send
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 29.
CUT Receive Sales Order Data Workflow Process Steps Step 1 Receive Sales Order Update None. EAI MQSeries Server Transport None. Receive Step 2 Convert to Internal None. EAI XML Converter None. XML Document to Integration Object Hierarchy Step 3 Update Sales Order None. EAI Siebel Adapter None. Insert or Update
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 30.
CUT Get Work Order Data Workflow Process Steps Step 1 Get Work Order Data None. EAI Siebel Adapter Step 2 Convert to XML None. EAI XML Converter
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Table 30.
CUT Get Work Order Data Workflow Process Steps Step 1 CUT Sample Work Order IO Query Step 2 None. Integration Object Hierarchy to XML Document
Table 31.
CUT Send Work Order Data Workflow Process Steps Step 1 Get Work Order Data CUT Get Work Order Data None. None. None. Step 2 Send Work Order Data None. EAI MQSeries Server Transport None. Send
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 32.
CUT Receive Work Order Data Workflow Process Steps Step 1 Receive Work Order Update None. EAI MQSeries Server Transport None. Receive Step 2 Convert to Internal None. EAI XML Converter None. XML Document to Integration Object Hierarchy Step 3 Update Work Order None. EAI Siebel Adapter None. Insert or Update
Step Element Step Name Subprocess Name Business Service Integration Object Method
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Table 33.
CUT Get Trouble Ticket Data Workflow Process Steps Step 1 Get Trouble Ticket Data None. EAI Siebel Adapter CUT Sample Trouble Ticket IO Query Step 2 Convert to XML None. EAI XML Converter None. Integration Object Hierarchy to XML Document
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 34.
CUT Send Trouble Ticket Data Workflow Process Steps Step 1 Get Trouble Ticket Data CUT Get Trouble Ticket Data None. None. None. Step 2 Send Trouble Ticket Data None. EAI MQSeries Server Transport None. Send
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 35.
CUT Receive Trouble Ticket Data Workflow Process Steps Step 1 Receive Trouble Ticket Update None. EAI MQSeries Server Transport Step 2 Convert to Internal None. EAI XML Converter Step 3 Update Trouble Ticket None. EAI Siebel Adapter
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Table 35.
CUT Receive Trouble Ticket Data Workflow Process Steps Step 1 None. Receive Step 2 None. XML Document to Integration Object Hierarchy Step 3 None. Insert or Update
Table 36.
CUT Receive Fraud Alert Data Workflow Process Steps Step 1 Receive Fraud Alert Update None. EAI MQSeries Server Transport None. Receive Step 2 Convert to Internal None. EAI XML Converter None. XML Document to Integration Object Hierarchy Step 3 Update Fraud Alert None. EAI Siebel Adapter None. Insert or Update
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 37.
CUT Receive Credit Alert Data Workflow Process Steps Step 1 Receive Credit Alert Update None. EAI MQSeries Server Transport None. Receive Step 2 Convert to Internal None. EAI XML Converter None. XML Document to Integration Object Hierarchy Step 3 Update Credit Alert None. EAI Siebel Adapter None. Insert or Update
Step Element Step Name Subprocess Name Business Service Integration Object Method
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Table 38.
CUT Get Phone Number Data Workflow Process Steps Step 1 Get Phone Number Data None. EAI Siebel Adapter CUT Sample Asset IO Query Step 2 Convert to XML None. EAI XML Converter None. Integration Object Hierarchy to XML Document
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 39.
CUT Send Phone Number Data Workflow Process Steps Step 1 Get Phone Number Data CUT Get Phone Number Data None. None. None. Step 2 Send Phone Number Data None. EAI MQSeries Server Transport None. Send
Step Element Step Name Subprocess Name Business Service Integration Object Method
Table 40.
CUT Receive Phone Number Data Workflow Process Steps Step 1 Receive Phone Number Update None. EAI MQSeries Server Transport Step 2 Convert to Internal None. EAI XML Converter Step 3 Update Phone Number None. EAI Siebel Adapter
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Defining Integration Workflows for Siebel Communications Sample Integration Workflow: CUT Send Account Data
Table 40.
CUT Receive Phone Number Data Workflow Process Steps Step 1 None. Receive Step 2 None. XML Document to Integration Object Hierarchy Step 3 None. Insert or Update
The CUT Send Account Data workflow has these additional properties: Account XML. Specifies the Siebel object that has been converted to XML. Input: Siebel Int Object Name. Specifies the input Integration Object used in send workflows. Process Instance Id. Specifies the process instance and is automatically populated when a process is executed and persistence is enabled.
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Get Account Data Subprocess Step The first step after Start is the Get Account Data subprocess. This subprocess is shown in contains two steps: Get Account Data Convert to XML
Figure 21. CUT Get Account Data Subprocess Workflow Get Account Data Step This step uses the query method of the Siebel EAI Adapter to get an instance of an account record from the Siebel database. The CUT Sample Account IO describes the structure of the Account business object and was created using the Integration Object Builder. The other part of the query criteria is the Object Id, which is a process property that contains the row ID for the account in the sample DB. NOTE: The CUT Sample Account IO value is actually specified as a process property that is used as the input argument for the process step.
Convert to XML Step This step uses the Integration Object Hierarchy to XML Document method of the Siebel EAI XML Converter to convert the outbound Siebel Message to XML and store it in the Account XML output argument.
Send Step The last step in the CUT Send Account Data workflow process before End invokes the Siebel EAI MQSeries Server Transport to put the XML message onto the MQSeries queue, called Employee. The message is represented by the Message Text argument. The Queue Manager Name and Physical Queue Name are defined during the MQSeries setup. The Account XML message is sent to the queue specified by the Physical Queue Name property, which is managed by the queue manager specified in the Queue Manager Name property.
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Defining Integration Workflows for Siebel Communications Sample Integration Workflow: CUT Receive Account Data
This sample workflow process, shown in Figure 22, receives an XML string from an IBM MQSeries queue and updates the Account instance in the Siebel database.
Receive Account Update Step The Receive method of the Siebel EAI MQSeries Server Transport retrieves the inbound message from the Account physical queue. This queue is named in the Physical Queue Name argument. In this case, the output from the receive step is put into the Account XML process property. The assumption is that the inbound message is already in XML format.
Convert to Internal Step The next step, Convert to Internal, uses the XML Document to Integration Object Hierarchy method of the Siebel EAI XML Converter to convert the inbound message to the Siebel business object format. The output argument from this step is stored in the Account Message process property, in the Siebel Message format.
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Defining Integration Workflows for Siebel Communications Sample Integration Workflow: CUT Receive Account Data
Update Account Step The last step before End uses the Insert or Update method of the Siebel EAI Adapter to perform the updating task. The Siebel EAI Adapter checks the Siebel database for an Account record that matches the current instance of Account in the Account Message property. If an Account record matching the current instance does not appear in the database, the Siebel EAI Adapter inserts the record into the database. If an Account record in the database matches the current instance, the adapter updates the record with the instance.
216
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Figure 23. CMU Account Sync Workflow Workflow Description. This workflow performs the following actions:
1 2 3 4
Query Account. Queries for the updated account details. Get Custom Attributes. Reads the enterprise details, such as the enterprise server name, language, and locale. Set Custom Attributes. Sets the enterprise details as part of the request message. Account Update Web Service. Calls an asynchronous proxy Web service to send the account details to the billing application.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Query Account Get Custom Attributes Set Custom Attributes Account Update Web Service Method Called QueryById GetEnterpriseParameters SetAttributesToMessage UpdateCustomerParty In Business Service CMU Query Account Service CMU External Integration Service CMU External Integration Service UpdateCustomerSiebelJMSProducer
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1 2 3 4
Query Address. Queries for the updated address details. Get Custom Attributes. Reads the enterprise details, such as the enterprise server name, language, and locale. Set Custom Attributes. Sets the enterprise details as part of the request message. Address Update Web Service. Calls an asynchronous proxy Web service to send the address details to the billing application.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Query Address Get Custom Attributes Set Custom Attributes Address Update Web Service Method Called QueryById GetEnterpriseParameters SetAttributesToMessage UpdateCustomerPartyAddress In Business Service CMU Query Address Service CMU External Integration Service CMU External Integration Service UpdateCustomerSiebelJMSProducer
Figure 25. CMU Contact Sync Workflow Workflow Description. This workflow performs the following actions:
1 2 3 4
Query Contact. Queries for the updated contact details. Get Custom Attributes. Reads the enterprise details, such as the enterprise server name, language, and locale. Set Custom Attributes. Sets the enterprise details as part of the request message. Contact Update Web Service. Calls an asynchronous proxy Web service to send the contact details to the billing application.
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Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Query Contact Get Custom Attributes Set Custom Attributes Contact Update Web Service Method Called QueryById GetEnterpriseParameters SetAttributesToMessage UpdateCustomerPartyContact In Business Service CMU Query Contact Service CMU External Integration Service CMU External Integration Service UpdateCustomerSiebelJMSProducer
Figure 26. CMU Profile Sync Workflow Workflow Description. This workflow performs the following actions:
1 2 3 4
Query Billing Profile. Queries for the updated billing profile details. Get Custom Attributes. Reads the enterprise details, such as the enterprise server name, language, and locale. Set Custom Attributes. Sets the enterprise details as part of the request message. Billing Profile Update Web Service. Calls an asynchronous proxy Web service to send the billing profile details to the billing application.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Query Billing Profile Get Custom Attributes Set Custom Attributes Billing Profile Update Web Service Method Called QueryById GetEnterpriseParameters SetAttributesToMessage UpdateCustomerPartyBillingProfile In Business Service CMU Query Billing Profile Service CMU External Integration Service CMU External Integration Service UpdateCustomerSiebelJMSProducer
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Figure 27. SWI Account Update Workflow Workflow Description. This workflow performs the following actions:
Query Customer Party. Queries for the Account Id of an account in which a change has been made. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get Custom Attributes. Gets details about Oracles Siebel Enterprise Server, such as the language and locale details. Set Custom Attributes. Sets the Siebel Enterprise Server details, such as the language and locale values, in the request message to make an outbound Web service call. UpdateCustomerParty. Calls the Aggregateaccountevent method of the SyncCustomerSiebelEventAggregator business service and updates the customer party. If the response received contains an error, then the workflow proceeds to the Set Error Msg step. Set Error Msg. If an error occurs in the previous step, then this step displays an error message.
2 3 4
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step UpdateCustomerParty Set Error Msg Method Called Aggregateaccountevent CheckAndSetError In Business Service SyncCustomerSiebelEventA ggregator SWI External Integration Service
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Figure 28. SWI Address Update Workflow Workflow Description. This workflow performs the following actions:
Query Address. Queries for the Address Id of an address in which a change has been made. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get Custom Attributes. Gets Siebel Enterprise Server, such as the language and locale details for the server. Set Custom Attributes. Sets the Siebel Enterprise Server details, such as the language and locale values, in the request message to make an outbound Web service call. UpdateCustomerPartyAddress. Calls the Aggregateaddressevent method of the SyncCustomerSiebelEventAggregator business service and updates the customer party. If the response received contains an error, the workflow proceeds to the Set Error Msg step. Set Error Msg. If an error occurs in the previous step, then this step displays an error message.
2 3 4
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step UpdateCustomerPartyAddress Set Error Msg Method Called Aggregateaddressevent CheckAndSetError In Business Service SyncCustomerSiebelEventA ggregator SWI External Integration Service
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Figure 29. SWI Contact Update Workflow Workflow Description. This workflow performs the following actions:
Query Contact. Queries for the Contact Id of a contact in which a change has been made. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get Custom Attributes. Gets the language and locale details for the Siebel Enterprise Server. Set Custom Attributes. Sets the Siebel Enterprise Server details, such as the language and locale values, in the request message to make an outbound Web service call. UpdateCustomerPartyContact. Calls the aggregatecontactevent method of the SyncCustomerSiebelEventAggregator business service and updates the customer party. If the response received contains an error, then the workflow proceeds to the Set Error Msg step. Set Error Msg. If an error occurs in the previous step, then this step displays an error message.
2 3 4
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step UpdateCustomerPartyContact Set Error Msg Method Called aggregatecontactevent CheckAndSetError In Business Service SyncCustomerSiebelEventA ggregator SWI External Integration Service
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Figure 30. SWI Billing Profile Update Workflow Workflow Description. This workflow performs the following actions:
Query Billing Profile. Queries for the Billing Profile Id of a billing profile in which a change has been made. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get Custom Attributes. Gets the language and locale details for the Siebel Enterprise Server. Set Custom Attributes. Sets the Siebel Enterprise Server details, such as the language and locale values, in the request message to make an outbound Web service call. Billing Profile Update Web Service. Calls the aggregatebpevent method of the SyncCustomerSiebelEventAggregator business service and updates the customer party. If the response received contains an error, then the workflow proceeds to the Set Error Msg step. Set Error Msg. If an error occurs in the previous step, then this step displays an error message.
2 3 4
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Billing Profile Update Web Service Set Error Msg Method Called aggregatebpevent CheckAndSetError In Business Service SyncCustomerSiebelEventA ggregator SWI External Integration Service
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Defining Billing Profile Workflows for Siebel Communications Workflows for Synchronization
This workflow is called when a user clicks the Synchronize button in the Accounts Screen, Profiles view, Special Rating Profile subview, and then Special Rating List applet.
Figure 31. SWI Special Rating - Synchronize Process Workflow Workflow Description. This workflow performs the following actions:
Query Special Rating List. Queries the modified Special Rating list details with Special Rating list ID and active Special Rating list items. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Synchronize. Synchronizes the special rating details through an outbound Web service call. Update List Synch Date. Updates the value of the Last Synchronized Date field to the current timestamp for the updated special rating list. Update Items Synch Date. Updates the value of the Last Synchronized Date field as the current timestamp for each of the updated special rating list items.
2 3 4
SWIAdjustmentStatusUpdate
This workflow updates the status, substatus, and description of an adjustment record that is sent by the billing application. Figure 32 shows this workflow. This workflow is called by the SWIAdjustmentStatusUpdate inbound Web service.
Figure 32. SWIAdjustmentStatusUpdate Workflow Workflow Description. This workflow performs the following action: EAI Update. Updates the Status, Sub Status, and Status Description fields of an adjustment record. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then any field of the type DTYPE_UTCDATETIME in the payload must be in UTCCanonical format. While writing these fields to the business component, these fields are converted to the localespecific date and time.
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Figure 33. CMU Credit Alert Status Sync Workflow Workflow Description. This workflow performs the following actions:
Query Credit Alert. Queries the Siebel database for the credit alert ID. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get Custom Attributes. Gets the parameters for the existing details from the server, such as the name, language, and locale, to add to the request message in the outbound Web service. Set Custom Attributes. Adds the enterprise server parameters to the request message. Credit Alert Update Web Service. Synchronizes the credit alert status with the external application.
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Defining Billing Profile Workflows for Siebel Communications Workflow to View Content in the Billing Profile Portal
When the user clicks the Name field of a billing profile in the Billing Profile list of the Account Summary view When the user accesses or navigates to the following views in the billing profile portal:
This workflow is not called from within the Adjustments view. Figure 34 illustrates the SIA External Integration Process workflow.
Figure 34. SIA External Integration Process Workflow Description. This workflow performs the following actions:
1 2 3
Get Custom Attributes. Reads the enterprise details, such as the Siebel Enterprise Server name, language, and locale. Set Custom Attributes. Sets the enterprise details as part of the request message. Proxy Business Service. This step performs the following work:
a b
Calls the appropriate proxy business service as determined by the input that is passed to the business service. Calls the WSDL file on the integration server to get the response in Siebel Message format. In Oracle Application Integration Architecture 2.5, the workflow passes the Proxy BS Fault input argument for customized fault handling. If there is a fault, then the business service returns the fault code, a summary, and a detail in the output argument.
NOTE: You must create the proxy business services that this workflow calls. Also, for the virtual business components (VBCs) that use these services, you must configure the user properties.
UpdateVBCRec. Retrieves the data from the Siebel message and stores the data in the property set.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Get Custom Attributes Set Custom Attributes Method Called GetEnterpriseParameters SetAttributesToMessage In Business Service CMU External Integration Service CMU External Integration Service
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In Business Service SWI External Integration Service CMU External Integration Service
The business service names depend on the Name tags in the WSDL file that you generate when you create the proxy business services.
CMU SIA Submit Adjustment Request to External on page 235 CMUUnbilledEventAdjustmentWF Workflow on page 237 CMUUnbilledNonCurrencyEventAdjustmentWF Workflow on page 238
CMUInvoiceAdjustmentWF
This workflow creates appropriate adjustment request detail when a user adjusts an entire bill. Figure 35 shows this workflow.
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Defining Billing Profile Workflows for Siebel Communications Workflows to Enter Adjustments in the Billing Profile Portal
A user initiates this workflow by clicking the Adjust button for an entire bill.
Figure 35. CMUInvoiceAdjustmentWF Workflow Workflow Description. This workflow performs the following actions:
Create Invoice Header. Calls the CMUInvoiceQueryWF workflow to check if the bill exists in the Siebel database. If the bill does not exist, it creates the bill header. For more information, see CMUInvoiceQueryWF Workflow on page 230. Create Adjustment Header. Creates the adjustment request header, and defaults the Request Amount and the Approved Amount to 0. The Bill Number is populated with the Bill Number of the bill on which the adjustment is being made. The Adjustment Class is set to Billed for all adjustments made on the bill, whether at the item, event, or bill level. Goto Adjustment View Sub Process. Calls the CMU Adjustment View Sub Process to navigate to the adjustment view. For more information, see CMU Adjustment View Sub Process Workflow on page 235.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Create Invoice Header Create Adjustment Header Method Called CMUInvoiceDataTransfer CMUAdjustmentDataTransfer In Business Service CMU Util UI Service CMU Util UI Service
CMUInvoiceQueryWF
This workflow finds a particular bill in the Siebel database. Figure 36 shows this workflow. The following workflows call this workflow as a subprocess: CMUInvoiceAdjustmentWF CMUItemChargeAdjustmentWF CMUEventDetailsAdjustmentWF
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CMUBalanceDetailsEventAdjustmentWF
Figure 36. CMUInvoiceQueryWF Workflow Workflow Description. This workflow performs the following action: QueryInvoiceHeader. Checks if a bill exists in the Siebel database.
Associated Business Service Methods. The following table shows the step in this workflow that calls a business service method. Workflow Step QueryInvoiceHeader Method Called QueryInvoiceData In Business Service CMU Util UI Service
CMUItemChargeAdjustmentWF
This workflow creates appropriate adjustment request detail when a user adjusts bill item charges. Figure 37 shows this workflow. A user initiates this workflow by clicking the Adjust button for item charges relating to a bill.
Figure 37. CMUItemChargeAdjustmentWF Workflow Workflow Description. This workflow performs the following actions:
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Defining Billing Profile Workflows for Siebel Communications Workflows to Enter Adjustments in the Billing Profile Portal
Create Invoice Header. Calls the CMUInvoiceQueryWF workflow to check if the bill exists in the Siebel database. If the bill does not exist, it creates the bill header. For more information, see CMUInvoiceQueryWF Workflow on page 230. Create Invoice Line Item. Calls the CMUItemChargeQueryWF workflow to check if the item charge exists in the Siebel database. If the item charge does not exist, creates the bill line item. For more information, see CMUItemChargeQueryWF Workflow on page 231. Create Adjustment Header. Creates the adjustment request header and populates some of the header fields. Create Adjustment Line Item. Creates the adjustment request header, and defaults the Request Amount and the Approved Amount to 0. The Bill Number is populated with the Bill Number of the bill on which the adjustment is being made. The Adjustment Class is set to Billed for all adjustments made on the bill, whether at the item, event, or bill level. Goto Adjustment View Sub Process. Calls the CMU Adjustment View Sub Process to navigate to the adjustment view. For more information, see CMU Adjustment View Sub Process Workflow on page 235.
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Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Create Invoice Header Create Invoice Line Item Create Adjustment Header Create Adjustment Line Item Method Called CMUInvoiceDataTransfer CMUInvoiceDataTransfer CMUAdjustmentDataTransfer CMUAdjustmentDataTransfer In Business Service CMU Util UI Service CMU Util UI Service CMU Util UI Service CMU Util UI Service
CMUItemChargeQueryWF
This workflow finds a particular item charge in the Siebel database. Figure 38 shows this workflow. The following workflows call this workflow as a subprocess: CMUItemChargeAdjustmentWF CMUEventDetailsAdjustmentWF CMUBalanceDetailsEventAdjustmentWF
Figure 38. CMUItemChargeQueryWF Workflow Workflow Description. This workflow performs the following action:
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Associated Business Service Methods. The following table shows the step in this workflow that calls a business service method. Workflow Step QueryInvoiceDetails Method Called QueryInvoiceData In Business Service CMU Util UI Service
CMUEventDetailsAdjustmentWF
This workflow creates appropriate adjustment request detail when a user adjusts bill events. Figure 39 shows this workflow. A user initiates this workflow by clicking the Adjust button for events relating to a bill.
Figure 39. CMUEventDetailsAdjustmentWF Workflow Workflow Description. This workflow performs the following actions:
Create Invoice Header. Calls the CMUInvoiceQueryWF workflow to check if the bill exists in the Siebel database. If the bill does not exist, it creates the bill header. For more information, see CMUInvoiceQueryWF Workflow on page 230. Create Invoice Line Item. Calls the CMUItemChargeQueryWF workflow to check if the item charge exists in the Siebel database. If the item charge does not exist, creates the bill line item. For more information, see CMUItemChargeQueryWF Workflow on page 231. Create Invoice Details. Calls the CMUEventDetailsQueryWF workflow to check if the bill event detail exists in the Siebel database. If the bill event detail does not exist, creates the bill event detail. For more information, see CMUEventDetailsQueryWF on page 233. Create Adjustment Header. Creates the adjustment request header and populates some of the header fields.
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Defining Billing Profile Workflows for Siebel Communications Workflows to Enter Adjustments in the Billing Profile Portal
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Create Adjustment Line Item. Creates the adjustment request line item, and defaults the Request Amount and the Approved Amount to 0. Goto Adjustment View Sub Process. Calls the CMU Adjustment View Sub Process to navigate to the adjustment view. For more information, see CMU Adjustment View Sub Process Workflow on page 235.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Create Invoice Header Create Invoice Line Item Create Invoice Details Create Adjustment Header Create Adjustment Line Item Method Called CMUInvoiceDataTransfer CMUInvoiceDataTransfer CMUInvoiceDataTransfer CMUAdjustmentDataTransfer CMUAdjustmentDataTransfer In Business Service CMU Util UI Service CMU Util UI Service CMU Util UI Service CMU Util UI Service CMU Util UI Service
CMUEventDetailsQueryWF
This workflow finds a particular event in the Siebel database. Figure 40 shows this workflow. The following workflows call this workflow as a subprocess: CMUEventDetailsAdjustmentWF CMUBalanceDetailsEventAdjustmentWF
Figure 40. CMUEventDetailsQueryWF Workflow Workflow Description. This workflow performs the following action: QueryInvoiceDetails. Checks if an event exists in the Siebel database.
Associated Business Service Methods. The following table shows the step in this workflow that calls a business service method. Workflow Step QueryInvoiceDetails Method Called QueryInvoiceData In Business Service CMU Util UI Service
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CMUBalanceDetailsEventAdjustmentWF
This workflow creates appropriate adjustment request detail when a user adjusts a resource balance. Figure 41 shows this workflow. A user initiates this workflow by clicking the Adjust button for a resource balance total relating to events.
Figure 41. CMUBalanceDetailsEventAdjustmentWF Workflow Workflow Description. This workflow performs the following actions:
Create Invoice Header. Calls the CMUInvoiceQueryWF workflow to check if the bill exists in the Siebel database. If the bill does not exist, it creates the bill header. For more information, see CMUInvoiceQueryWF Workflow on page 230. Create Invoice Line Item. Calls the CMUItemChargeQueryWF workflow to check if the item charge exists in the Siebel database. If the item charge does not exist, creates the bill line item. For more information, see CMUItemChargeQueryWF Workflow on page 231. Create Invoice Details. Calls the CMUEventDetailsQueryWF workflow to check if the bill event detail exists in the Siebel database. If the bill event detail does not exist, creates the bill event detail. For more information, see CMUEventDetailsQueryWF on page 233. Create Adjustment Header. Creates the adjustment request header and populates some of the header fields. Create Adjustment Line Item. Creates the adjustment request line item, and defaults the Request Value and the Approved Value to 0. Goto Adjustment View Sub Process. Calls the CMU Adjustment View Sub Process to navigate to the adjustment view. For more information, see CMU Adjustment View Sub Process Workflow on page 235.
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Defining Billing Profile Workflows for Siebel Communications Workflows to Enter Adjustments in the Billing Profile Portal
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Create Invoice Header Create Invoice Line Item Create Invoice Details Create Adjustment Header Create Adjustment Line Item Method Called CMUInvoiceDataTransfer CMUInvoiceDataTransfer CMUInvoiceDataTransfer CMUAdjustmentDataTransfer CMUAdjustmentDataTransfer In Business Service CMU Util UI Service CMU Util UI Service CMU Util UI Service CMU Util UI Service CMU Util UI Service
Figure 42. CMU Adjustment View Sub Process Workflow Workflow Description. This workflow performs the following action: Goto View. Navigates to the Adjustment view.
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Defining Billing Profile Workflows for Siebel Communications Workflows to Enter Adjustments in the Billing Profile Portal
A user initiates this workflow by clicking the Submit button on the Billing Adjustments screen.
Figure 43. CMU SIA Submit Adjustment Request to External Workflow Workflow Description. This workflow performs the following actions:
Query Adjustment. Queries the Siebel database for the adjustment request to be submitted to the external system. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Is Approved. Checks whether the adjustment is approved in the Siebel application.
Change Status to Pending. If the adjustment request is not approved, it changes the status of the adjustment record to Pending and ends the workflow. Get EnterpriseServer Param. If the adjustment request is approved, it gets the parameters from the existing server, such as the enterprise server name, language, and locale, to add to the adjustment request message in the outbound Web service, and then it proceeds to the next step.
3 4
SetAttributesToMessage. Adds the enterprise server parameters to the adjustment request message. Adjustment Submit Outbound WS. Calls the SWICreateAdjustment outbound Web service, which sends a request to create an adjustment in the Oracle Communications Billing and Revenue Management AQ (Advanced Queue). Change Status to Submitted. Changes the status of the adjustment record to Submitted.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Query Adjustment Get EnterpriseServer Param SetAttributesToMessage Adjustment Submit Outbound WS Method Called Query GetEnterpriseParameters SetAttributesToMessage CreateAdjustment In Business Service EAI Siebel Adapter CMU External Integration Service CMU External Integration Service AdjustmentSiebelReqABCS
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Defining Billing Profile Workflows for Siebel Communications Workflows to Enter Adjustments in the Billing Profile Portal
CMUUnbilledEventAdjustmentWF Workflow
This workflow processes an unbilled event adjustment. Figure 44 shows this workflow. A user initiates this workflow by clicking the Adjust button for events relating to a bill.
Figure 44. CMUUnbilledEventAdjustmentWF Workflow Workflow Description. This workflow performs the following actions:
1 2 3
Read AIA Comm Pref. Reads the system preference to determine whether Oracle Application Integration Architecture is enabled. Do Adjustments? Checks whether there are unbilled event adjustments to process. If there are, proceeds with the workflow. If there are not, stops the workflow. Create Invoice Header. Calls the CMUInvoiceQueryWF workflow to check whether the unbilled adjustment exists in the Siebel database. If the unbilled adjustment does not exist, it creates the unbilled invoice header. For more information, see CMUInvoiceQueryWF on page 229. Create Invoice Line Item. Calls the CMUItemChargeQueryWF workflow to check whether the unbilled item charge exists in the Siebel database. If the unbilled item charge does not exist, it creates the unbilled invoice item. For more information, see CMUItemChargeQueryWF on page 231. Create Invoice Details. Calls the CMUEventDetailsQueryWF workflow to check whether the unbilled item detail exists in the Siebel database. If the unbilled item detail does not exist, it creates the unbilled invoice item details. For more information, see CMUEventDetailsQueryWF on page 233. Create Adjustment Header. Creates the adjustment header for the unbilled event, and populates some of the header fields. Create Adjustment Line Item. Creates the adjustment line item for the unbilled event. Defaults the Request Amount and the Approved Amount to 0. The Adjustment Class is set to Unbilled. The Bill Number remains blank in case of an unbilled adjustment.
6 7
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Defining Billing Profile Workflows for Siebel Communications Workflows to Enter Adjustments in the Billing Profile Portal
Goto Adjustment View Sub Process. Calls the CMU Adjustment View Sub Process to navigate to the Billing Adjustments screen, External Line Items view. For more information, see CMU Adjustment View Sub Process on page 235.
CMUUnbilledNonCurrencyEventAdjustmentWF Workflow
This workflow processes an unbilled noncurrency event adjustment. Figure 45 shows this workflow. A user initiates this workflow by clicking the Adjust button for a resource balance total relating to unbilled events.
Figure 45. CMUUnbilledNonCurrencyEventAdjustmentWF Workflow Workflow Description. This workflow performs the following actions:
1 2 3
Read AIA Comm Pref. Reads the system preference to determine whether Oracle Application Integration Architecture is enabled. Do Adjustments? Checks whether there are unbilled non-currency event adjustments to process. If there are, proceeds with the workflow. If there are not, stops the workflow. Create Invoice Header. Calls the CMUInvoiceQueryWF workflow to check whether the unbilled adjustment exists in the Siebel database. If the unbilled adjustment does not exist, this workflow step creates the unbilled invoice header. For more information, see CMUInvoiceQueryWF on page 229. Create Invoice Line Item. Calls the CMUItemChargeQueryWF workflow to check whether the unbilled item charge exists in the Siebel database. If the unbilled item charge does not exist, this workflow step creates the unbilled invoice item. For more information, see CMUItemChargeQueryWF on page 231.
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
Create Invoice Details. Calls the CMUEventDetailsQueryWF workflow to check whether the unbilled item detail exists in the Siebel database. If the unbilled item detail does not exist, this workflow step creates the unbilled invoice item details. For more information, see CMUEventDetailsQueryWF on page 233. Create Adjustment Header. Creates the adjustment header for the unbilled noncurrency event, and populates some of the header fields. Create Adjustment Line Item. Creates the adjustment line item for the unbilled noncurrency event. Defaults the Request Value and Approved Value fields to 0. Goto Adjustment View Sub Process. Calls the CMU Adjustment View Sub Process to navigate to the Billing Adjustments screen, External Line Items view. For more information, see CMU Adjustment View Sub Process on page 235.
6 7 8
Figure 46. SWI External Account Integration Process Workflow Description. This workflow performs the following actions:
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
1 2 3 4 5
Check Req Field. Checks if the required field values are entered in the popup applet SWI Match Account List Applet before sending a request to external application to query the account details. Get Custom Attributes. Gets the details of the Siebel Enterprise Server, such as the language and locale values, for the Siebel Server. Set Custom Attributes. Sets the details of the Siebel Enterprise Server, such as the language and locale values, in the request message to make an outbound service call. Proxy Business Service. Makes an outbound Web service call, validates the response message, and checks for service errors. UpdateVBCRec. Updates the virtual business component, SWI Match Account VBC, to display the queried accounts in the popup applet SWI Match Account List Applet.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Check Req Field Get Custom Attributes Set Custom Attributes Proxy Business Service UpdateVBCRec Method Called CheckRequiredFiled GetEnterpriseParameters SetAttributesToMessage InvokeAndValidateProxy AddSiebelMessage In Business Service SWI External Integration Service SWI External Integration Service SWI External Integration Service SWI External Integration Service SWI External Integration Service
Figure 47. SWI External Contact Integration Process Workflow Description. This workflow performs the following actions:
Check Req Field. Checks if the required field values are entered in the popup applet, SWI Match Contact List Applet, before sending a request to an external application to query the contact details. Get Custom Attributes. Gets the details of the Siebel Enterprise Server, such as the language and locale values, for the Siebel Server.
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
3 4 5
Set Custom Attributes. Sets the details of the Siebel Enterprise Server, such as the language and locale values, in the request message to make an outbound service call. Proxy Business Service. Makes an outbound service call, validates the response message, and checks for service errors. UpdateVBCRec. Updates the virtual business component, SWI Match Contact VBC, to display the queried accounts in the popup applet, SWI Match Contact List Applet.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Check Req Field Get Custom Attributes Set Custom Attributes Proxy Business Service UpdateVBCRec Method Called CheckRequiredFiled GetEnterpriseParameters SetAttributesToMessage InvokeAndValidateProxy AddSiebelMessage In Business Service SWI External Integration Service SWI External Integration Service SWI External Integration Service SWI External Integration Service SWI External Integration Service
Figure 48. SWI External Customer Req Integration Process Workflow Description. This workflow performs the following actions:
1 2
Get Custom Attributes. Gets the details of the Siebel Enterprise Server, such as the language and locale values, for the Siebel Server. Set Custom Attributes. Sets the details of the Siebel Enterprise Server, such as the language and locale values, in the request message that is sent to make an outbound service call.
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
3 4 5 6
Proxy Business Service. Makes an outbound service call, validates the response message, and checks for service errors. Add Siebel Message. Updates the virtual business component, SWI Match Account VBC, to display the queried accounts in the popup applet, SWI Match Account List Applet. Retrieve Field Value. Retrieves the Account Id from the external application to verify if the account successfully synchronized with the Siebel Business Application from Oracle. Customer Synced? Checks if the Account Id returned from the previous step is NULL. If Account Id is NULL, then the account is not synchronized. If Account Id is not NULL, then the account is synchronized. Close Popup. Closes the popup applet, SWI Match Account List Applet. Refresh View. Queries the account business component with the Account Id returned by the outbound service call and refreshes the view to display only the synchronized account details in the Accounts view.
7 8
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Get Custom Attributes Set Custom Attributes Proxy Business Service Add Siebel Message Retrieve Field Value Close Popup Refresh View Method Called GetEnterpriseParameters SetAttributesToMessage InvokeAndValidateProxy AddSiebelMessage RetriveFiledValue ClosePopup RefreshView In Business Service SWI External Integration Service SWI External Integration Service SWI External Integration Service SWI External Integration Service SWI External Integration Service SWI Util UI Service SWI Util UI Service
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
Figure 49 illustrates the SWI External Contact Req Integration Process workflow.
Figure 49. SWI External Contact Req Integration Process Workflow Description. This workflow performs the following actions:
1 2 3 4 5
Get Custom Attributes. Gets the details of the Siebel Enterprise Server, such as the language and locale values, for the Siebel Server. Set Custom Attributes. Sets the details of the Siebel Enterprise Server, such as the language and locale values, in the request message to make an outbound service call. Proxy Business Service. Makes an outbound service call, validates the response message, and checks for service errors. Add Siebel Message. Updates the virtual business component, SWI Match Contact VBC, to display the queried accounts in the popup applet, SWI Match Contact List Applet. Retrieve Field Value. Retrieves the Contact Id from the Oracle Application Integration Architecture response message to verify if the contact successfully synchronized with the Siebel application. Customer Synced? Checks if the Contact Id returned from the previous step is NULL. If Contact Id is NULL, then the contact is not synchronized successfully. If Contact Id is not NULL, then the contact is synchronized successfully. Close Popup. Closes the popup applet, SWI Match Contact List Applet. Refresh View. Queries the Account business component with the Contact Id that is returned by the external application, then refreshes the view to display only the synchronized account details in the Accounts view.
7 8
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Get Custom Attributes Set Custom Attributes Proxy Business Service Add Siebel Message Retrieve Field Value Method Called GetEnterpriseParameters SetAttributesToMessage InvokeAndValidateProxy AddSiebelMessage RetriveFiledValue In Business Service SWI External Integration Service SWI External Integration Service SWI External Integration Service SWI External Integration Service SWI External Integration Service
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
Figure 50. SWI External Account Request Sync Process Workflow Description. This workflow performs the following actions:
1 2
Generate Template. Generates a template to query the contact details, which contain only the required fields, such as Account Id to make an outbound Web service call. EAI UI Data Adapter. Fills the template generated in the previous step with the account information that is used to make an outbound Web service call to synchronize the account with the Siebel application. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get Custom Attributes. Gets the details of the Siebel Enterprise Server, such as the language, and locale values, for the Siebel Server. Set Custom Attributes. Sets the details of the Siebel Enterprise Server, such as the language and locale values, in the request message to make an outbound Web service call. External Sync Service. Makes an outbound Web service call to synchronize the account details from the external system with the Siebel application. Display Error. Retrieves the error message, if there is any during the outbound Web service call, and displays it in the Siebel application. Retrieve Field Value. Retrieves the Account Id from the Web service response message to verify if the account successfully synchronized with the Siebel application.
3 4 5 6 7
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
Field Value Present. Checks if the Account Id returned from the previous step is NULL. If the Account Id is NULL, then the account is not synchronized. If the Account Id is not NULL, then the account is synchronized. Refresh UI. If the account synchronized successfully, then this step refreshes the Account view so that the synchronized account is included in the Siebel application.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Generate Template EAI UI Data Adapter Get Custom Attributes Set Custom Attributes External Sync Service Display Error Retrieve Field Value Refresh UI Method Called GetTemplate QueryPage GetEnterpriseParameters SetAttributesToMessage CustomerPartyIOFetchAccount CheckAndSetError RetriveFiledValue RefreshCurrentApplet In Business Service Generate Template Service EAI UI Data Adapter SWI External Integration Service SWI External Integration Service FetchAccountSiebelReqABCSImplService SWI External Integration Service SWI External Integration Service FINS Teller UI Navigation
Figure 51. SWI External Contact Request Sync Process Workflow Description. This workflow performs the following actions:
Generate Template. Generates a template to query the contact details, which contain only the required fields to make an outbound Web service call, such as Contact Id.
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
EAI UI Data Adapter. Fills the template generated in the previous step with the contact information used to make an outbound Web service call to synchronize the contact with the Siebel application. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get Custom Attributes. Gets the details of the Siebel Enterprise Server, such as the language and locale values, to be used by the Siebel Server. Set Custom Attributes. Sets the details of the Siebel Enterprise Server, such as the language and locale values, in the request message to make an outbound Web service call. External Sync Service. Makes an outbound Web service call to synchronize the account details from the external application with the Siebel application. Display Error. Retrieves the error message from the Web service call, if any, and displays it in the Siebel application. Retrieve Field Value. Retrieves the Contact Id from the Web service call response message to determine whether the contact successfully synchronized with the Siebel application. Field Value Present. Checks if the Contact Id returned from the previous step is NULL. If yes, then the contact is not synchronized. If no, then the contact is synchronized. Refresh UI. If the Contact is synchronized, then this step refreshes the Contact view so the synchronized contact is displayed in the Siebel client.
3 4 5 6 7 8 9
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Generate Template EAI UI Data Adapter Get Custom Attributes Set Custom Attributes External Sync Service Display Error Retrieve Field Value Refresh UI Method Called GetTemplate QueryPage GetEnterpriseParameters SetAttributesToMessage CustomerPartyIOFetchAccount CheckAndSetError RetriveFiledValue RefreshCurrentApplet In Business Service Generate Template Service EAI UI Data Adapter SWI External Integration Service SWI External Integration Service FetchAccountSiebelReqABCSImplService SWI External Integration Service SWI External Integration Service FINS Teller UI Navigation
SWISendPaymentAuthorization Workflow
This workflow checks if this payment record is valid for the customer. The operator creates a new payment record as a credit card payment and fills all requested fields. This workflow is called when a user clicks the Authorize button.
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
Figure 52. SWISendPaymentAuthorization Workflow Description. This workflow performs the following actions:
1 2 3 4
Validate. Validates the input values. Error. Checks whether the input is absent or invalid. If the input is absent or invalid, then the workflow proceeds to the Stop on Error step. Query Payments. Queries the payment details from the Payments business component. Query IO w/ right Payment. Queries the Siebel database for the correct set of payment details and prepares the Siebel XML file for transmission. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get AIA Parameters. Gets the Siebel Enterprise Server details and other parameters. Set AIA Parameters. Formats the parameters into Siebel message format. Call WS. Calls the outbound Web service and sends the payload. Handle Fault. If an error occurs in the prior step, then this step displays an error message. Update Payments. Updates the payment details. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then any field of the type DTYPE_UTCDATETIME in the payload must be in UTCCanonical format. While writing these fields into the business component, these fields are converted to the locale-specific date and time. application.
5 6 7 8 9
10 Refresh. Refreshes the applet so the synchronized information is displayed in the Siebel
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Validate Query IO w/ right Payment Get AIA Parameters Set AIA Parameters Method Called Validate Query GetEnterpriseParameters SetAttributesToMessage In Business Service FINS Validator EAI Siebel Adapter SWI External Integration Service SWI External Integration Service
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
In Business Service PaymentAuthorizationSalesOrderSiebel ReqABCSImplService SWI External Integration Service EAI Siebel Adapter FINS Teller UI Navigation
SWISendCreditCheck Workflow
This workflow determines whether the Purchase Order method is a valid payment. It is called when the user clicks the Credit Check button. Figure 53 illustrates the SWISendCreditCheck workflow.
Figure 53. SWISendCreditCheck Workflow Description. This workflow performs the following actions:
1 2
Query Payments. Queries payment details from the Payments business component. Query By Example. Runs a query to obtain the correct set of payment details. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get AIA Parameters. Gets Oracles Siebel Enterprise Server details and other parameters. Set AIA Parameters. Formats the parameters into Siebel message format. Call WS Credit Check. Calls the outbound Web service and sends the payload. Set Err Msg. If an error occurs in the previous step, then this step displays an error message. Update Status. Updates credit check details received. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. If the value passed is Y, then any field of the type DTYPE_UTCDATETIME in the payload must be in UTCCanonical format. While writing these fields into the business component, these fields are converted to the locale-specific date and time.
3 4 5 6 7
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
Refresh. This step refreshes the applet so the synchronized information is displayed in the Siebel client.
Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods. Workflow Step Query By Example Get AIA Parameters Set AIA Parameters Call WS Credit Check Set Err Msg Update Status Refresh Method Called Query GetEnterpriseParameters SetAttributesToMessage CreditCheck CheckAndSetError Upsert RefreshCurrentApplet In Business Service EAI Siebel Adapter SWI External Integration Service SWI External Integration Service CreditCheckSalesOrderSiebelReqABCSImpl Service SWI External Integration Service EAI Siebel Adapter FINS Teller UI Navigation
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Defining Billing Profile Workflows for Siebel Communications Workflows to Manage Contacts, Accounts, and Payments
250
Index
A
account hierarchy creating 51 description 43 example (diagram) 46 reviewing 52 viewing as organization chart 52 viewing list of child accounts 53 account views about 53 accessing 54 accounts account views, accessing 54 agreement for an account, viewing 54 balances for nonpaying accounts 133 business scenario 47 class, description and example 44 class, different information displayed 45 classes, list of 45 creating an account 50 customer portal view, accessing 53 defined 43 end-user views 53 equipment, adding installed or planned 55 information, accessing 53 telecommunications-related infrastructure, adding 56 usage detail, viewing 54 workflows for managing 239 activity associating with a premise 100 creating for a contact 81 trouble tickets, adding activity 172 activity plan trouble tickets, associating with 171 work orders, associating with 159 address profile address, revalidating 72 address, validating 71 creating and updating 70 description 58 adjustment requests outcome, viewing 150 overview 141 viewing history of 150 adjustments unbilled usage 148
viewing for billing profile 132 administrator procedures agreement template, verifying 88 agreements, adding 88 agreements, adding terms and generating a total 89 Auto Document feature, setting up template for 87 document, creating and printing 90 administrators, roles and responsibilities 47 agreements about using 83 agreement details, examining in Explorer 92 agreement records, adding 88 agreement template, verifying 88 agreements library 85 Auto Document feature, setting up template for 87 business scenario, commercial customer 85 business scenario, residential customer 86 contracts, defined 84 defined 83 document, creating and printing 90 entitlements, relationship with 84 library for agreements 85 master agreements, about 85 modifying an agreement 92 order, associating agreement with 90 relationships among agreements, about 85 sales agreements 84 scenarios 85 service agreements 84 service item, associating with 91 service level agreements 85 subagreements, about 85 terms, adding, and generating a total 89 types of 84 Application Integration Architecture See Oracle Application Integration Architecture assets about using 105 business scenario 106 change request, adding 110 components, viewing associated 109 creating 107
25 1
Index B
defined 105 hierarchical information, viewing for an asset 108 primary asset, associating related assets with 108 service points and service information, viewing 111 service request, adding to an asset 110 transaction, creating for 109 Auto Document feature agreement template, verifying 88 template, setting up for 87
B
balance groups defined 129 viewing for billing profile 129 balances nonpaying accounts, viewing 133 totals, creating adjustments for 146 batch assignment, about 167 billing about 121 adjustment for an entire invoice, requesting 141 adjustment invoice for invoice line item, requesting 142 adjustment outcome terms, recording customers decision 150 adjustments for unbilled usage 148 billing adjustments, customer requests for 182 billing information, about accessing 126 billing information, process of accessing 128 billing information, sequence for accessing 128 business scenario 122 duplicate invoice, requesting 153 invoice history, viewing 135 invoice line items, viewing 134 Invoice views, accessing 134 invoice, viewing the image of 135 Invoices views, about 127 nonpaying account balances 133 outstanding balance, about entering payment against 135 payment against multiple invoices, recording 137 payment against one invoice, recording 137 payment history, viewing 139 payment outcome terms, recording customers decision 153 payment, recording at the account level 136
type, changing to Subscription 41 unbilled charges, viewing 140 unbilled usage adjustments 148 usage details, viewing 139 billing adjustments account adjustments, requesting 183 billing adjustments, about 141 creating for balance totals 146 creating for entire bill 142 creating for events 145 creating for item charges 144 Billing Aggregator Class, description 45 Billing Class, description 45 Billing Portal about 126 views, table of 127 billing profile portal workflow for viewing 226 workflows for entering adjustments 228 billing profiles creating or updating 64 description 58 end-user procedures, about and fields (table) 63 entering payments for 138 updating 154 viewing adjustments for 132 viewing balance groups for 129 viewing bills for 131 viewing payments for 132 viewing unbilled services for 130 workflows, about 217 bills creating adjustments for 142 viewing in billing profile 131 business services, description 200
C
change requests, adding an asset 110 child accounts, unbilled usage adjustments 149 CMU Account Sync Workflow 218 CMU Address Sync Workflow 218 CMU Adjustment View Sub Process workflow 235 CMU Contact Sync Workflow 219 CMU Credit Alert Status Sync Workflow 226 CMU Profile Sync Workflow 220 CMU SIA Submit Adjustment Request to External Workflow 235 CMUBalanceDetailsEventAdjustmentWF workflow 234 CMUEventDetailsAdjustmentWF
252
Index C
workflow 232 CMUEventDetailsQueryWF workflow 233 CMUInvoiceAdjustmentWF workflow 228 CMUInvoiceQueryWF workflow 229 CMUItemChargeAdjustmentWF workflow 230 CMUItemChargeQueryWF workflow 231 CMUUnbilledEventAdjustmentWF Workflow 237 CMUUnbilledNonCurrencyEventAdjustment WF Workflow 238 collection management closing collection actions 190 defined 187 process 187 processing payments 190 updating collection actions 188 Communication Order Processing module, about 157 Communication Work Orders module, about 157 contacts about 79 adding 80 business scenario 79 contact, adding 80 contact-related activities, setting up 81 creating an activity 81 defined 79 email, about sending mail to 82 modifying a profile 81 opportunities, about associating with 82 profile, adding information 81 sequence of procedures example, diagram 80 trouble ticket, associating with 82 workflows for managing 239 contracts See agreements credit alerts account adjustment, associating with credit alert 183 activities, associating with credit alerts 181 adding and reviewing, about 179 adjustment outcome, associating with credit alert 185 closing manually 191 communication with customer, about 181 defined 175 generated by Oracle Communications Billing and Revenue Management 175, 176 importing from an external application 181 internal credit alert, creating 180 repayment plans, associating 184
types 179 credit check, running 68 credit management adjustment outcome, viewing 185 business scenario 178 collection actions, closing 190 collection actions, updating 188 collection management 187 collection payments, processing 190 credit alert, about reviewing and adding 179 credit alert, defined 175 credit alerts, importing 181 credit checks, running 68 credit scores 177 credit thresholds, breach of 175 customer decision, submitting 185 internal credit alert, creating 180 repayment plans 184 task list 177 third-party credit system integration 175 credit scores, displaying 177 credit threshold, breach of 175 customer accounts associating infrastructure items, about 56 description 45 My Account view, field descriptions 50 Customer class, description 45 customer portal view, accessing 53 customer profile description 58 end-user procedures, about 66 customer satisfaction surveys about 172 conducting 172 customer service representative profiles, roles and responsibilities 59 roles and responsibilities, table of 47 CUT Get Account Data workflow process 205 CUT Get Phone Number Data workflow process, steps 212 CUT Get Sales Order Data workflow process, steps 207 CUT Get Trouble Ticket Data workflow process, steps 210 CUT Get Work Order Data workflow process, steps 208 CUT Receive Account Data workflow 214 CUT Receive Account Data workflow process, steps 206 CUT Receive Credit Alert Data workflow process, steps 211 CUT Receive Fraud Alert Data workflow process, steps 211
25 3
Index D
CUT Receive Phone Number Data workflow process, steps 212 CUT Receive Sales Order Data workflow process, steps 208 CUT Receive Service Profile Data workflow process, steps 207 CUT Receive Service Profile Data workflow subprocess, steps 206 CUT Receive Trouble Ticket Data workflow process, steps 210 CUT Receive Work Order Data workflow process, steps 209 CUT Send Account Data workflow 213 CUT Send Account Data workflow process, steps 205 CUT Send Phone Number Data workflow process, steps 212 CUT Send Sales Order Data workflow process, steps 208 CUT Send Service Profile Data workflow process, steps 206 CUT Send Work Order Data workflow process, steps 209 CUT Sent Trouble Ticket Data workflow process, steps 210
site 119 quote, creating for opportunity 117 service item, associating agreements with 91 service request, adding to an asset 110 entitlements about using 83 agreements, relationship with 84 defined 84 scenarios 85 trouble tickets, verifying 168 verification, about 173 equipment adding installed or planned 55 list, using and fields 55 events, creating adjustments for 145 exemption profile description 58 end-user procedures, about 66 end-user procedures, fields (table) 66
F
financial profile about financial profiles 67 credit check, running 68 description 58 fields, table of 68 fraud management business scenario 194 customer follow-up, about 197 discontinuing service based on alert, about 198 fraud alert details, viewing 196 fraud alert, updating 198 fraud alerts, description 193 fraud alerts, viewing 196 fraud threshold, changing 197 fraud threshold, description 193 fraud, defined 193 fraud profile about and fields (table) 69 description 58
D
dynamic assignment, about 167
E
end-user procedures agreement details, examining in Explorer 92 agreements, associating with an order 90 agreements, modifying 92 assets, associating related assets with primary asset 108 assets, creating 107 assets, creating transaction for 109 assets, viewing associated components 109 assets, viewing hierarchical information for 108 assets, viewing service points and service information 111 opportunities, associating a partner with 119 opportunities, associating account with 116 opportunities, associating with a product 117 opportunities, conditions to for updating quotes 117 opportunities, creating 115 opportunities, creating a profile for an opportunity 118 opportunity, associating with a related
I
incorporated business or individual, credit check data 68 infrastructure information adding for a premise 103 Infrastructure view 56 integration with other applications component groups, enabling 38 credit alert generation 175, 176 default tasks parameter, exposing 39
254
Index L
integration objects, description 200 integration users, setting up 37 process 34 system preference, setting 34 Web services, configuring 37 Workflow Monitor Agent, exposing 40 workflow policies, configuring 39 workflows, activating 40 integration workflows about 199 scenarios for defining 200 terminology 200 interactive assignment, about 167 invoices Invoice view, accessing 134 requesting duplicates 153 item charges, creating adjustments for
26
P
parent-child relationship, changing 52 partner, associating an opportunity 119 payment arrangement history, viewing 152 outcome, viewing 152 overview 151 payment outcome terms, recording customers decision 153 requesting 151 payments about entering 182 adjustments 182 entering for a bill 138 entering for a billing profile 138 payment record, creating 182 viewing for billing profile 132 workflows for managing 239 premises about 95 adding infrastructure information 103 adding service requests 102 additional tasks 104 associating an activity 100 registering a hookup 99 scenario for setting up 96 service point usage history, viewing 101 setting up 98 verifying 100 viewing service requests 102 Process Integration Packs defined 24 documentation 24 products special rating product, defined 72 special rating products, setting up 73 profiles accounts, profiles, and back-office systems, interrelationships (table) 62 address profile, creating and updating 70 address, revalidating 72 address, validating 71 billing profiles, about and fields (table) 63 billing profiles, creating or updating 64 business scenario 59 creating or updating 63 credit check, running 68 customer profile, about end-user procedures 66
144
L
line items actions, adding 161 work orders, creating for 160 loyalty profile description 58 end-user procedures, about 69
M
manual assignment, about 167 master agreements, about 85 MSAG Profile, description 58
N
nested service bundles, about 27
O
opportunities about 113 account, associating opportunity with 116 business scenario 114 description 113 opportunity, creating 115 partner, associating with an opportunity 119 product, associating with an opportunity 117 profile, creating for an opportunity 118 quote, conditions to work 117 quote, creating 117 related site, associating with an opportunity 119 Oracle Application Integration Architecture, about 24 order management module, about Service Profile view 58
25 5
Index Q
defined 57 exemption profile fields, table of 66 exemption profile, about end-user procedures 66 financial profile fields, table of 68 financial profile, about end-user procedures 67 fraud profile, about and fields (table) 69 loyalty profile, about end-user procedures 69 modifying for a contact 81 roles and responsibilities, table of 59 site profile, about end-user procedures and fields (table) 70 special rating profile, defined 72 statement profile, about end-user procedures and fields (table) 70 types, table of 58
Q
quotes See opportunities
R
Receive Account Data workflow account record, updating 216 inbound message, converting 215 inbound messages from IBM MQSeries, receiving 215 repayment plans customer decision, submitting 186 description 182 repayment plan outcome, viewing 186 repayment plans, about 151 request for 184 views listed 182 responsibilities profiles, table of 59 table of 47 roles profiles, table of 59 table of 47
S
sales administrators, roles and responsibilities 47 sales agreements, description 84 sales managers, roles and responsibilities 47 sales representative profiles, roles and responsibilities 59 roles and responsibilities, table of 47 screens, table of 22
Send Account Data workflow, sending outbound message 214 Service Aggregator Class, description 45 service agreements, description 84 service bundles about 27 behavior 28 comparison to simple service bundles 30 guidelines 33 Service class, description 45 service information, viewing assets 111 service item, associating with an agreement 91 service level agreements, description 85 service points assets, viewing 111 usage history, viewing 101 viewing information 101 Service Profile view, about order management module 58 service requests adding for a premise 102 administrator setup, about 166 asset, adding to a service request 110 business scenario 165 contact, associating with 82 creating, about 164 description 163 initiating, about 164 trouble tickets, differences from 163 viewing for a premise 102 SIA External Integration Process Workflow 226 Siebel Communications about 17 business functions by screen 22 business issues, solutions to (table) 18 description 17 key features 18 options 21 product modules 21 screens and functions (table) 22 Siebel Enterprise Application Integration (Siebel EAI), description 200 Siebel Media business issues, solutions to (table) 18 screens and functions (table) 22 simple service bundles about 28 change orders and 31 comparison to service bundles 30 configuring 32 constraints 31 guidelines 33
256
Index T
new purchases and 31 viewing event items 33 SIS OM Add Service Charge Sub-Process workflow changing the default billing type 41 site profile description 58 end-procedures, about and fields (table) 70 special rating list items, creating 75 list, changing association 77 list, creating 74 list, defined 72 list, modifying 76 product, defined 72 products, setting up 73 profile, defined 72 statement profile description 58 end-user procedures, about and fields (table) 70 subagreements, about 85 Subscription, billing type 41 SWI Account Update Workflow 221 SWI Address Update Workflow 221 SWI Billing Profile Workflow 223 SWI Contact Update Workflow 222 SWI External Account Integration Process Workflow 239 SWI External Account Request Sync Process Workflow 244 SWI External Contact Integration Process Workflow 240 SWI External Contact Req Integration Process Workflow 242 SWI External Contact Request Sync Process Workflow 245 SWI External Customer Req Integration Process Workflow 241 SWI Special Rating - Synchronize Process Workflow 224 SWIAdjustmentStatusUpdate Workflow 225 SWISendCreditCheck Workflow 248 SWISendPaymentAuthorization Workflow 246 synchronization, workflows 217 system preferences, setting for integration 34
third-party credit systems 175 time zones, in date-time fields 127 trouble tickets activity plan, associating with 171 activity, about adding 171 activity, adding 172 administrator setup, about 166 analyzing data 173 attachments, about 174 business scenario 165 closing trouble tickets 172 contact, associating with 82 creating 167 creating, about 164 customer verification, about 173 description 163 entitlement verification, about 173 entitlement, verifying 168 existing parent tickets, associating child ticket with 168 field service agents, about communication with 173 initiating, about 164 partner software, about referring to 164 person or group, assigning manually 168 person or group, assigning to 167 service requests, differences from 163 solutions, about reviewing 170 solutions, defined 171
U
unbilled charges, viewing 140 unbilled services, viewing for billing profile 130 unincorporated business, credit check data 68 usage billing, viewing details 139 detail information, viewing 54 UTCCanonical, user property 127
W
Web services configuring 37 work orders about 157 activity for a work order, creating 160 activity plan, associating with 159 attachments, about associating 162 business scenario 157 creating 159 defined 157 line item actions, adding 161
T
telecommunications-related infrastructure, adding 56
25 7
Index W
line items, creating 160 service information, viewing 111 terms, adding 161 workflow process, integrating business scenarios 200 CUT Get Account Data workflow process 205 CUT Get Phone Number Data workflow process 212 CUT Get Sales Order Data workflow process 207 CUT Get Service Profile Data workflow subprocess 206 CUT Get Trouble Ticket Data workflow process 210 CUT Get Work Order Data workflow process 208 CUT Receive Account Data workflow process 206 CUT Receive Credit Alert Data workflow process 211 CUT Receive Fraud Alert Data workflow process 211 CUT Receive Phone Number Data workflow process 212 CUT Receive Sales Order Data workflow process 208 CUT Receive Service Profile Data workflow process 207 CUT Receive Trouble Ticket Data workflow process 210 CUT Receive Work Order Data workflow process 209 CUT Send Account Data workflow process 205 CUT Send Phone Number Data workflow process 212 CUT Send Sales Order Data workflow process 208 CUT Send Service Profile Data workflow
process 206 CUT Send Trouble Ticket Data workflow process 210 CUT Send Work Order Data workflow process 209 sample processes, about 204 workflow process, sample CUT Receive Account Data, defining properties 215 CUT Receive Account Data, viewing workflow process steps 215 CUT Send Account Data, viewing process properties 213 CUT Send Account Data, viewing workflow process steps 213 workflows for billing profiles, about 217 description 200 for entering billing adjustments 228 integration workflows, about 199 integration workflows, scenarios for defining 200 integration workflows, terminology 200 for managing contacts, accounts, and payments 239 for synchronization 217 for viewing billing profile portal 226 workflows, sample Receive Account Data, converting the inbound message 215 Receive Account Data, receiving the inbound message from IBM MQSeries 215 Receive Account Data, updating the account record 216 Send Account Data, accessing the Workflow Process Designer 213 Send Account Data, sending outbound message 214
258