Tuesday, May 28, 2013

How to setup Oracle Install Base

Posted by at 3:48 AM
Following is the summary of steps to be performed to setup Install Base

1. Set up Inventory attributes for IB trackable items
All items that need to be tracked in Oracle Install Base and Enterprise Install Base are set up as Oracle Install Base trackable, whether they are tangible or non-tangible. An item can be either Oracle Install Base trackable or a service item such as a contract. It cannot be both.
For an item to be set up as trackable in Oracle Install Base, the Install Base Tracking checkbox must be selected on the Service tabbed page of the Item window.
A Serviceable Item from Service Contracts automatically defaults the Install Base trackable flag.

2. Confirm the setup of Service Fulfillment Manager Event Queue
Oracle Install Base is dependent on the SFM Event Manager Queue Service in order to get data from source applications.
The SFM Event Manager Queue Service should have been set up prior to setting up Install Base. Proper operation of the queue service is essential for data to pass from E-Business Suite applications to Install Base. Monitor the status daily, and check it when expected item instances do not appear in Install Base.

3. Set up Order Management menus and workflows
This menu setup is required so that Installation Details and Maintain Systems are set up as part of the Action menu. Without this setup, for example, attempts to access the Transaction Details window produce an error message.
A workflow has to setup using the workflow builder. Once the workflow is defined, assign it to different transaction types in OM

4. Set up installation parameters
Oracle Install Base keeps a set of customer-specific installation parameters defined in a table at setup time. You use the Installed Parameters window to provide them. After you define them and select Freeze, the fields cannot be updated.

5. Set up extended attributes for IB instances
To set up extended attributes, the name and code of the attribute have to be set up in the pool of attributes. This is where users can define an attribute’s name, code, and description to be used in the LOV when the extended attribute is set up.
You can navigate to the Install Base Lookups window from the Oracle Installed Base Admin responsibility:
Type: CSI Lookup
Access Level: Extensible
Values are not seeded for this code.

6. Set up instance statuses
Instance statuses are used to describe the current state of an item instance. They are user-extendible and are defined through a combination of check boxes.

7. Set up transaction subtypes and use in Transactions Details
Before any source transaction can be used in the LOV for a transaction subtype, you must define the source transaction types. All integration sources and transaction types must be defined here before they can be used to update Oracle Install Base. Values can be seeded or user-defined.
You can navigate to the Source Transaction Types window from the Oracle Installed Base Admin responsibility.

8. Handling errors and using the transaction error processing program
A transaction error occurs when a transaction from an application that integrates with Install Base is not properly processed.
Schedule the Resubmit Interface Process to process the transactions in the Error processing table. This program can be set up to process selected lines or all lines in the table and can be run as needed or set up to run at a regular intervals.

9. Create business users
A Business user can view and perform limited updates to the equipment instances that belong to the business and accounts with which this type of user is associated.
Create business users as needed for Oracle Install Base. To do so, you must create business users and assign them the predefined CSI_END_USER role and the responsibility of an Oracle Install Base customer

10. Create agent users
Agent user is the user type for an enterprise's employees to support all the equipment instances in the application, regardless of its ownership. This user type has access to all the functionalities of the application.
Create agent users as needed for Oracle Install Base. To do so, you must create internal users and assign them the predefined CSI_NORMAL_USER role and the responsibility of an Oracle Install Base user.

11. Set up profile options and concurrent programs

CSI Allow Install Parameter Update
Use this profile option with great caution. The default = N. Do not alter this setting unless instructed to do so as part of patching or by Oracle Customer Support or Development. Changing the default can cause irrecoverable data corruption. (This profile option is set to Y after migration to allow a one-time update to install parameters. Then it is set to N).
CSI Auto-Generate System Name
Auto-generate System Number at time of system creation (Y or N).
CSI Auto-Split Instances During Instantiation
Auto split instances with multiple quantity to 1 per instance at time of instance creation (Y or N).
CSI BOM Explosion Level
Number of BOM levels to explode for creation of component-of configuration from BOM setup (1, 2, 3.). Note that BOM explosion stops at any level where child is at quantity > 1.
CSI Cascade System Termination
Cascade system termination to instances (Y or N).
CSI Configurator Enabled
Default = Network Models Only. Used for integration with the TSO solution and the Oracle Configurator product.
CSI Contracts Enabled
Enable Oracle Install Base integration with Oracle Service Contracts (Y or N).
CSI Counters Enabled
Enable Oracle Install Base integration with Counters (Y or N).
CSI Debug Level
For Debug, set at 9 or 10 for Debug to start.
CSI Default Instance Status
Default Instance Status at time of instance creation. Pick one status from the LOV.
CSI Default Version Label
Default version label at time of instance creation. Pick one from the LOV.
Option to use Oracle Install Base HTML for display (Internal). Used by other applications to use the Oracle Install Base HTML UI (Y or N).
CSI Enable Contracts for Open Interfaces
Default = N. A setting of Y means that the Oracle Service Contracts application creates Service Warranties where applicable during an Open Interface run. Setting the profile option to N imports data faster than when it is set to Y.
CSI Enable SQL Trace
For Debug (Y or N). Set to Y to start Debug.
CSI Explode BOM
Enable BOM explosion for top assembly with Oracle Install Base trackable components at time of shipment/fulfillment (Y or N).
CSI Filter Display of all Contracts
Default = N. If set to Y, the application displays only active contracts.
CSI Forms to SSWA Default Responsibility
Default user for applications to launch HTML from forms. Default Installed Base User or from the LOV.
CSI Instance Termination Status
Default Termination Status. Pick one from the LOV.
CSI Log File Name
The name of the log file for Debug.
CSI Log File Path
For Debug ('utl-file-dir' parameter in init.ora).
CSI OE Line Processing Delay
Delay between OE line processing. Time between order line processing to allow for Oracle Install Base update completion to avoid record locking. Recommended delay: 60 seconds.
CSI: Open Interface Commit Record Limit
Used to commit Open Interface transactions to the data base. Default = 1000.
CSI Propagate System Changes
Propagate system changes to instances (Y or N).
CSI Propagate Systems Changes - Window Display
Condition of propagating system changes to products when Propagate System Changes is set to 'Y':
Always Display: Change only when the system info matches the product information.
Always Change: Do not display and always change.
Never Change: Do not display and do not change:
CSI Restrict LOV’s on Site Usage.
Default = N. Set at Site Level. For value = Y, the application restricts the Installed Locations LOV in the Systems page to customer addresses with locations identified as Install At.
CSI: Show Expired Instances
Default = N. Enables users to default the value of the Show Expired Products checkbox in the Advanced Search page. If the profile option value = Y, then the application shows all instances including expired products in the Oracle Install Base UI.
CSI Stop At Debug Errors
Set to Y to start debug (Y or N).
CSI System Name Update Allowed
System name update allowed after system name creation (Y or N)
CSI: UI Default Selection of View Details Dropdown
Defines the default link populated in the ‘speed menu’ for summary results displayed in the Search Products page.
SERVICE Master Inventory Validation Org
Replaces the ASO: Product Organization profile option obsolete in a prior release. During the upgrade process, the inventory organization specified in this profile is used to upgrade customer products manually created in Oracle Service. After upgrade, this inventory organization is used to validate whether an item is trackable in Oracle Install Base and to derive other item parameters such as serialization when you create new item instances using Oracle Install Base. Oracle strongly recommends that you set this to a master inventory organization.

Concurrent Programs:
The following list describes the Concurrent Programs used for Oracle Install Base.
  1. Expire End Dated Instances Program
  2. Install Base Open Interface Program
  3. Initiate Mass Edit Program
  4. Process Mass Edit Program
  5. Process Old Order Lines-Fulfillable Only Program
  6. Resubmit Interface Process Program
  7. Resubmit Waiting Transactions Program

Overview on Install Base

Posted by at 3:38 AM

What is Install Base..?
  • Life cycle tracking application for an item
  • Capable of tracking serialized and non-serialized item instances including:
    • Tangible items           e.g.. manufactured, purchased, and shipped items
    • Intangible items  e.g.. software, services, licenses, and agreements
    • Tangible assets         e.g..  fixed, movable, and leased assets
  • Fully Integrated with Oracle E-Business Suite

Features and Functionality
  • Item instance maintenance
  • Support for Inventory Transactions
  • Centralized repository information
  • Item instance consolidated transactions history
  • Item instance timestamp and version label history
  • History of Oracle E-Business Suite transactions affecting Oracle Install Base
  • Instance relationships with multiple party/accounts
  • Configuration support and instance-to-instance relationships
  • Open Interface and Quick Edit capabilities:
  • Mass load of item instances by an open interface
  • Quick online edit of attributes for a group of item instances
  • System grouping of item instances

When does Install Base instances of IB trackable & shippable items get created ?
  • When an item is received into inventory
  • Through miscellaneous receipts
  • Purchase order receipt, etc

Item Life Cycle Tracking

You may also like to read           Overview on Oracle Service Contract

                                                  Overview on Oracle Advanced Inbound

Overview on Oracle Advanced Inbound

Posted by at 3:38 AM
Oracle Advanced Inbound is designed to do the following:
•     Consistently and effectively handle customer interactions by intelligently routing, queuing and distributing media items
•     Offer CTI support for market-leading traditional ACD/PBX and IP Telephony platforms
•     Provide enhanced screen pops on customer data into the Oracle e-Business suite application
•     Fully integrate with Oracle TeleSales, Oracle TeleService and Oracle Collections, thereby minimizing integration time and deployment costs.

Acronyms used in Oracle Inbound

Private branch exchange (PBX):  Also called Private Automatic Branch Exchange (PABX). A telephone system located at a customer’s site that handles incoming and outgoing calls. A PBX routes calls between the public telephone network and specific telephones within the private system. PBXs use proprietary phones. ACD software can provide PBXs with ACD functionality.

Automatic call distributor (ACD):  An ACD is a specialized telephone switching system used in incoming call centers. It is a programmable device that automatically answers calls, queues calls, distributes calls to agents, plays delay announcements to callers, and provides real-time and historical reports on these activities. It may be a stand-alone system, or ACD capability can be built into PBX. Agents log in to an ACD queue.

Computer telephony integration (CTI):  A technology that combines computers with telephone systems to enhance telephone services. CTI can be defined as connecting computer equipment to telephone and network equipment so that the two technologies can share information. It also describes the linking of analog voice information to information systems and databases.

Interactive voice response (IVR) unit:  Also called voice response unit (VRU). IVR offers the ability to receive or dispense information. The IVR may play a message prompting a caller for data entered using telephone touch tones and then attach the data to a call for use in intelligent routing by a telephony application. For example, an IVR can prompt a caller for a customer number, account number, trouble ticket number, or information on the nature of the call. A telephony application can then route the call to the appropriate ACD queue or perform a screen pop on the desktop of the agent handling that specific type of call. An IVR can also dispense information, taking values from a database or table containing strings, converting them to synthesized speech, and playing the information for the customer.

Automatic Number Identification (ANI):  ANI is used to open the appropriate customer record for an incoming call based on the number from which the call was dialed. When a customer calls into a call center, the computer looks up the caller’s telephone number in its database and identifies the caller or the region from which the customer is calling. It can also be used to route calls intelligently.

Dialed Number Identification Service (DNIS) : DNIS shows the call center agent which number a prospect or customer has called; for example, in organizations that maintain multiple 800 numbers, DNIS helps identify what the caller wants to discuss.

Voice-over Internet Protocol (VoIP):  A standard specification for transporting sound as data packets through the Internet. The process involves converting an analog signal at the source (your voice through a microphone) into a digital format with an ADC (analog-to-digital converter), transmitting the data as a series of packets and then converting it back to analog with a DAC (digital-to-analog converter) at the destination.

Local Area Network (LAN):  A group of computers and other devices dispersed over a relatively limited area and connected by a communications link that enables any device to interact with another on the network.

Distributed Computing Environment (DCE):  The Distributed Computing Environment is a protocol that allows programs running on multiple computers to communicate with one another via a common protocol. DCE operates over TCP/IP or other network protocols; TCP/IP typically is used.

Terminologies used by Oracle Inbound

Agent:  Interaction center employees who perform standard phone and e-mail operations, such as support, sales, and other similar tasks. The agent is the person who interacts at the basic operating level of software.

Business application: An application that is used in conjunction with Advanced Inbound. These applications store customer information and are the central point for an interaction. Examples of business applications include TeleSales, TeleService, and Collections.

Call and data transfer:  The ability to transfer the customer record with the voice to another individual.

IP address: An identifier for a computer or device on a TCP/IP network.

Middleware:  Software that mediates between different types of hardware and software on a network, so that they can function together.

Route Point:  A point from which inbound calls are queued and routed. Route point refers to Avaya VDN, Nortel CDN/ACDN, Aspect DID DNIS, and so on.

Routing:  Moving a call from an ACD to an agent. Intelligent routing is the ability to move a call to an appropriate agent or location based on user-defined criteria.

Screen pop:  A customer record that appears (or “pops”) on the agent desktop after when the agent is connected to a call.

Server: A program that receives requests from another program to perform activities that allow the requesting program to accomplish certain tasks.

Server group: A server group is a logical grouping of servers that constitutes an interaction center.

Softphone : Graphical representation of a telephone on the desktop with the same function as a teleset.

Web callback: A transaction in which an agent calls back a customer who requested the call from an iStore or iSupport web page.

Advanced Inbound Features

CTI : Out-of-the-box computer telephony integration to third-party telephony platforms.

IVR Integration: Collect data from interactive voice response (IVR) units for call classification, routing and screen pop.

Interaction Queuing and Distribution: Queue and route inbound calls for distribution to appropriate agents.

Screen Pops: Collect and send customer data for screen pops into Oracle eBusiness Suite applications.

Call and Data Transfer: Transfer or conference a call and its application data from one agent to another agent.

Web Callbacks: Integrate Oracle Advanced Inbound with Oracle iStore and Oracle iSupport to support Web callbacks.

Oracle Enterprise Routing: Route and queue calls arriving at any site to agents at any site in a multi-site configuration. This feature is available only in active mode.

Enterprise Call and Data Transfer: Transfer or conference a call and its application data to an agent who is at another site in a multi-site configuration. Transferred internal calls do not generate a screen pop at the target agent.

Middleware-Based Multi-Site Functionality: CTI middleware such as Aspect Enterprise Contact Server and Cisco ICM may provide multi-site functionality through their software suite. In these cases, the CTI middleware vendor directly provides enterprise routing and call and data transfer functionality. Oracle Advanced Inbound is typically only available in passive or enhanced passive modes, due to middleware vendor limitations and middleware controlled routing. For Oracle Advanced Inbound integrations to these CTI middlewares (Aspect, Cisco), customers should directly contact their CTI middleware vendor for PBX/ACD-specific configurations and requirements for supporting multi-site. Oracle Advanced Inbound requires the use of an Oracle certified or supported switch that interfaces to an Oracle certified or supported CTI middleware.

Advanced Inbound Components
The Oracle Advanced Inbound solution consists of the following three-layer server architecture:

1. Telephony platform layer:
•    ACD/PBX switches
•    CTI middleware provided by third-party vendors

2. Oracle Advanced Inbound server processes:

•     Oracle Telephony Adapter Server normalizes telephony platform-specific messages and events.
•     Inbound Telephony Server monitors inbound calls arriving at ACD queues and route points.
•     Oracle Telephony Manager manages agent state information.
•     Interaction Queuing and Distribution queues and distributes calls.
•     Oracle Routing Server classifies and routes calls to an agent group based on user-defined rules or workflow responsibilities.
•     Universal Work Queue displays call queues to the agent and launches business applications when a call is delivered to an agent.
•     Interaction Blending provides service-level management of calls and can blend inbound and outbound calls.
•     Switch Simulator simulates a switch for verification of an Oracle Advanced Inbound implementation.

3. Business and agent desktop applications

•     Oracle Universal Work Queue desktop (agent desktop work queue)
•     Oracle TeleService, Oracle TeleSales and Oracle Collections
•     Media Desktop (soft phone)

You may also like to read           Overview on Oracle Service Contract

                                                  Overview on Install Base

Sending Email using PL/SQL Procedure

Posted by at 3:34 AM

You can send mails using the following UTL_SMTP package

  v_From      VARCHAR2(80) := 'oracle@mycompany.com';
  v_Recipient VARCHAR2(80) := 'test@mycompany.com';
  v_Subject   VARCHAR2(80) := 'test subject';
  v_Mail_Host VARCHAR2(30) := 'mail.mycompany.com';
  v_Mail_Conn utl_smtp.Connection;
  crlf        VARCHAR2(2)  := chr(13)||chr(10);
 v_Mail_Conn := utl_smtp.Open_Connection(v_Mail_Host, 25);
 utl_smtp.Helo(v_Mail_Conn, v_Mail_Host);
 utl_smtp.Mail(v_Mail_Conn, v_From);
 utl_smtp.Rcpt(v_Mail_Conn, v_Recipient);
   'Date: '   || to_char(sysdate, 'Dy, DD Mon YYYY hh24:mi:ss') || crlf ||
   'From: '   || v_From || crlf ||
   'Subject: '|| v_Subject || crlf ||
   'To: '     || v_Recipient || crlf ||
   crlf ||
   'some message text'|| crlf ||      -- Message body
   'more message text'|| crlf
 WHEN utl_smtp.Transient_Error OR utl_smtp.Permanent_Error then
   raise_application_error(-20000, 'Unable to send mail: '||sqlerrm);

You may also like to read      Find Profile Option values using SQL queries
                                             Process to Debug a Concurrent Request
                                             Checking the File Versions with SQL Query

                                             Find Trace File location using SQL

Find Trace File location using SQL

Posted by at 3:33 AM
You can use the following script to find the location of the trace file that the current session writes.

SELECT      u_dump.value || '/' || instance.value || '_ora_' ||
            v$process.spid|| nvl2(v$process.traceid, '_' ||  
            $process.traceid, null ) || '.trc'"Trace File"
FROM       V$PARAMETER u_dump
JOIN       V$SESSION on v$process.addr = V$SESSION.paddr
WHERE      u_dump.name = 'user_dump_dest'
AND        instance.name = 'instance_name'
AND        V$SESSION.audsid=sys_context('userenv','sessionid'); 

You may also like to read      Find Profile Option values using SQL queries
                                             Process to Debug a Concurrent Request
                                             Checking the File Versions with SQL Query

                                             Sending Email using PL/SQL Procedure

Monday, May 27, 2013

Overview on Oracle Service Contract

Posted by at 4:46 AM

Features of Oracle Service Contract

Service contracts (also referred to as service agreements) are contracts that are usually sold to customers to support, repair and/or maintain some product or service that the customer owns. These contracts often take advantage of the ability to bill on a recurring basis either monthly, quarterly or annually and can give the customer the ability to pay for their services in advance or in arrears of the period of service.

Warranties are generally given away for free when the customer purchases a product or service.  For the purpose of Oracle Service Contracts, warranties are always free of charge and are created automatically by Oracle Order Management when a product is sold. 

Extended warranties are generally sold to the customer at an additional cost at the time their products are purchased.  You can sell the extended warranty contract using Oracle Order Management at the time the product is sold or you can author it manually in Service Contracts.  If you create the Extended Warranty through Order Management, the billing is done in advance for the entire contract duration.  If you create an Extended Warranty in Service Contracts, you can take advantage of the recurring billing feature.

Subscriptions can also be sold through Oracle Service Contract for both tangible and intangible items. Tangible items include magazines, collateral, or any other physical item that can be shipped through Oracle Order Management. Intangible items can be collateral sent via e-mail or permission to access a web site for a set period of time.

Integration with various Modules in Ebusiness Suite

Oracle Service Contracts has many integration points to other Oracle Applications.  Some are required in order for the application to perform at its best, others are optional and depend on your business processes.
         Provides quotes for sales orders
         Manages items associated with Oracle Service Contracts agreements and contracts: services, usages, warranties, subscriptions, and serviceable items
Order Management
         Raises sales orders from which warranties and extended warranties are created.
         Inventory is used to define serviceable products and service items (warranties and extended warranties).
         Creates invoices and credit memos from the billing information generated by Oracle Service Contracts.
Bills of Material
         Associates warranties with serviceable items.
Advanced Pricing
         Supplies the information to price the services and usages sold on the contract.
Install Base
         Provides details of trackable items and the tracking of counters.
         Manages service requests.
         Retrieves contract details for a customer such as account, end date, status, contract type& number on all of their contracts.
         Looks for the preferred engineers for a particular service.
         Has visibility to coverage levels & times, reaction & resolution times for coverage, billing rates and types for a specified coverage.
         Provides customer access to service contracts to view entitlements, preferred technician, response and reaction times via self service mechanisms
Depot Repair
         Provides details for repairs, exchanges, replacements, and loaners, which may update the contract coverage.
         Has visibility to coverage details.
Field Service
         Provides details about service and repairs to be carried out in the field.
         Has visibility to coverage details.

General Quote to Warranty/Extended Warranty flow

1. Determine Service Interest
         This is manual process of presenting and determining the interest in the service warranty with the customer.
2. Negotiate Pricing, Discounts, and Terms
         This is a manual process.
         Discuss with customer and compute pricing of warranty.
         Present pricing to the customer
         Describe benefits and terms.
3. Convert Opportunity to Quote
         Once the customer is convinced, enter quote in the system
         Capture customer details.
         View standard warranty for item as mentioned in the system.
         Add extended warranty to quote.
4. Determine Order Details
         Determine billing options.
         Determine payment options.
5. Convert Quote to Order
         Capture customer data.
         Create sales order.
         Book order.
6. Create Extended Warranty
         Generate an extended warranty.
7. Maintain Customer Install Base
         Update the install base.
8. Verify Entitlement
         View contract entitlement to confirm that it is correct.

You may also like to read           Overview on Install Base
                                                  Overview on Oracle Advanced Inbound

© Oracle Apps CRM is powered by Blogger - Template designed by Stramaxon - Best SEO Template