Thursday, June 27, 2013

Oracle Basic Telephony Integration

Posted by at 11:59 PM
An integration of Oracle Universal Work Queue (UWQ) client with the third-party switch or middleware softphone that uses the Basic Telephony Adapter SDK is referred as Basic Telephony Integration.
By using the Telephony Adapter SDK to integrate the UWQ client with the third-party softphone, we can bypass all the servers used in server-side adapters. This integration type is referred to as client-side integration because it involves direct communication between two client applications: the third-party softphone and the UWQ client.

Basic Integration Architecture


The Basic Telephony SDK plug-in enables third-party telephony systems to communicate with the Oracle E-Business Suite by using one of two types of HTTP messages:

Callout: Messages are sent from Oracle E-Business Suite to the third-party system using a HTTP GET request.

Event: Messages are sent from a third-party system using an HTTP POST request.

The below diagram shows the sending and receiving of Callouts and Events.

Message Structure

Callout Messages
Following are few examples of the Callout messages sent by Ebusiness suite.

1. Register

agentID=<AgentACDid>&ipAddress=<CRM IP Address>&port=<CRM Port>                             
2. Login

&agentPassword=<ACD Password>&agentQueue=<ACD Queue>

3.  UnRegister


4. Logout

&agentPassword=<ACD Password>&agentQueue=<ACD Queue>

5. Ready
The Ready Callout message is sent when agent becomes ready (first time login or after a break) to take calls. The message sent will be :


6. Not ready
The NotReady Callout message is sent when agent is not ready/unavailable  to take calls. The message sent will be :


7. Check Status
The CheckStatus Callout message is sent by CRM on periodic basis to check connection and re-establish connection. The message sent will be:


8. Make Call 
The MakeCall Callout Message is sent when agent enters a number and presses Dialout in CRM. The message sent will be :

dialString=<Number to be dialed>

9. Response in case of error

<event name="Error">
<data name="occtErrorMsg" value="<Error Message> "/>

Event Messages
Following are few examples of the Event messages sent by the third party telephony system to ebusiness suite.

1. ScreenPop
ScreenPop message is used to trigger screen pop-up in UWQ. The same message is used for ScreenPop for incoming calls or calls established through outbound dialling.
The structure of XML message to be sent is as follows:

<event name="ScreenPop">
<data name="occtSourceID" value="<InteractionUniqueId>"/>
<data name="occtANI" value="<Callers Number>"/>
<data name="occtDNIS" value="<Agent ExtnNumber>"/>
[<data name=”CustomerID” value=”<CustomerNumber>”/>]
[<data name=”ContactNum” value=”<RegisteredPhoneNumber>”/>]
[<data name=”ScreenPopType” value=”SR|OPPORTUNITY|EVENT”/>]
[<data name=”occtClassification” value=”SR|OPPORTUNITY|EVENT”/>]
[<data name=”AccountNum” value=”<Primary Account Number>”/>]
[<data name=”EventCode”  value=”<Event Registration Code>”/>]
[<data name=”ServiceRequestNum” value=”<SR Number>” />]
[<data name=”COMPAIGN_SCHEDULE_NAME” value=”<Compaign Name>”/>]
[<data name=”lastOperationCode” value=”<lastOperationCode>”/>]
[<data name=”language” value=”<language>” />]

2. CallEstablished
CallEstablished message is sent when a call is established / connected. This message need to be sent after ScreenPop message. CRM uses this information to make Interaction History.
The structure of XML message to be is as follows:

<event name="CallEstablished">
<data name="occtSourceID" value="<InteractionUniqueId>"/>

The occtSourceID of this message should match with occtSourceID for corresponding ScreenPop message

3. CallReleased
CallReleased message is sent when a call is disconnected. CRM uses this information to make Interaction History.
The structure of XML message to be sent is as follows:

<event name="CallReleased">
<data name="occtSourceID" value="<InteractionUniqueId>"/>

The occtSourceID of this message should match with occtSourceID for corresponding ScreenPop message

Overview on Inventory Organization

Posted by at 11:53 PM

Inventory Organization
An inventory  organization is an inventory location with its own set of books, costing method, workday calendar, and list of items. An organization can be a company, subsidiary, or a warehouse.
Consider the following when you plan your enterprise structure:
              Sets of Books: You can tie one Oracle General Ledger set of books to each inventory  organization.
              Costing Methods: You set your costing method (Standard or Average) at the organizational level. The item attribute control level determines the costing organization.
              Item Costs: Oracle Inventory keeps one cost per item per inventory organization.
              Movement Between Inventory Sites: You can use in transit inventory for inter-organization transfers.
              Planning Method: You can choose how to plan your items.
              Forecasting: You can forecast your items.
              Accuracy Analysis: You can perform a cycle count or a physical inventory.

Defining Organizations

Classify the Organization
          Choose an organization classification to describe the general purpose of your organization.
          Examples of organization classifications are inventory organization, legal company, and HR organization. 
          Choose inventory organization as your organization classification to use your organization for inventory management.
Set of Books
          Tie each inventory organization to an operating unit. Each operating unit is associated to a legal entity and a general ledger set of books.
Inventory Parameters
          Use the Organization Parameters window to complete your organization definition for inventory purposes.
          Define receiving parameters if you receive items on purchase orders, internal orders, and in transit inter-organization shipments.

Tuesday, June 4, 2013

What are Counters in Oracle Service

Posted by at 1:33 AM
Counter is designed to emulate physical and logical meters in software applications. It is used for capturing and tracking meter and usage based measurements in various Oracle Contracts, Install Base, Service, and Maintenance applications.
Using the Counters application you can define counters to track the usage of a customer's product or service and execute business processes that are based on the usage information. Service providers rely on counts that originate from time, distance, or usage to closely track the usage of a product or service and to monitor these status counts to:
         Manage product warranties and external warranties
         Manage service, rental, and leasing contracts
         Know when the time has come to reorder or ship parts
         Determine billing cycles and rate change
         Trigger product preventive maintenance or overhauls
         Calculate product reliability
         Perform life-cycle tracking
Counters provide a mechanism for tracking new product warranties, service contracts, support agreements, and similar business needs.

Counters Tasks

Following is a summary of some of the key tasks that are performed in Counters:

Capture Counter Readings
Counter readings can be entered manually using the Capture Counters window. This window is available from Service Request, Depot Repair Orders, Field Service, Service Contracts, and Contracts Authoring windows.

Capture Miscellaneous Reading Adjustments
Miscellaneous reading adjustments can also be captured for counters. Miscellaneous reading types can be defined using the Misc. Reading Types LOV Lookups window to describe any kind of adjustment.

View the Counter History Log

The Counters application creates a new instance each time a reading event has been performed and saves the results in the counter history log. The log contains a sequential list of before and after counter captures with time and date stamp, and, if selected, the property source reference id. To view the log, launch the Capture window and then click the View History Reading button.

Manage Install Base Life-cycle Tracking
Counters uses Oracle Install Base to manage and track reading history related to an item, service, or contract throughout the active life-cycle. If a transfer of ownership occurs, the reading history appears with the record.

Reset Counters
Certain service providers require that a counter reset is performed to re-establish a new starting point for a product or service. A counter reset can be performed from the Counter Capture window, and each reset event is recorded in the history file.

Modify Counters
Counter groups and counters can be modified after instantiation with a product or service. To modify a counter instance, Navigate to the Counters Setup window from the application Navigator window.

Capturing Counter Readings from Service Requests

Counters can be accessed in Oracle TeleService from the Service Request window as follows:
       Service agents can update counters from the Service Request window within Oracle TeleService by selecting the Tools menu and choosing Counter Capture. This launches the Capture Counter Reading window.
       Service agents can also view counters and update readings within the Oracle Install Base user interface by navigating to the Product Coverage tab within the Service Request window and selecting the Product Configuration button. This launches Oracle Install Base.

 You may also like to read   Service-Related Products and Modules
                                               Overview on Install Base
                                               How to setup Oracle Install Base

Service-Related Products and Modules

Posted by at 1:22 AM

There are number of stand-alone and bundled modules that form a part of the Oracle Service category
Oracle TeleService is the primary product that service agents use to manage the Service Request to Resolution process.

Stand-Alone Products
Following are brief descriptions of the stand-alone products:
Oracle TeleService
Oracle TeleService is an Interaction Center solution that provides service agents with the information that they need to respond to and resolve customer inquiries.

Oracle Field Service
Oracle Field Service automates the process of dispatching field service technicians to service calls in remote locations.

Oracle Depot Repair
Oracle Depot Repair is an enterprise-wide solution for managing product exchanges, returns, and repairs.

Oracle iSupport
Oracle iSupport gives customers and employees immediate access to customer service information over the Web.

Oracle Service Contracts
Oracle Service Contracts is an entitlement and warranty tracking solution.

Bundled Modules
Following is a brief description on the bundled modules. Although some of these modules can be stand-alone, they are generally leveraged by other Service products:
Oracle Install Base
Oracle Install Base is a product information repository that tracks location, status, party, relationships, configuration, ownership, accounts, and change history for a product, an asset, or software license.

The Counters module tracks the usage of a customer’s product or service.

Oracle Knowledge Management
Oracle Knowledge Management is solution management repository that provides functionality to other Oracle Service Applications.

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