Siebel Communications Guide

Version 8.1 Rev. D May 2011

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Contents

Siebel Communications Guide 1

Chapter 1: Chapter 2:

What’s New in This Release Overview of Siebel Communications
17 18 21 22 24

About Siebel Communications

Key Features of Siebel Communications

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

Process of Setting Up an Integration

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:

Accounts in Siebel Communications
43 47 49 51 52 50

About Accounts in Siebel Communications

Scenario for Accounts in Siebel Communications

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)

Accessing or Updating Account Information in Siebel Communications (End User) 53

Siebel Communications Guide Version 8.1 Rev. D

3

Contents ■

Monitoring Infrastructure, Equipment, and Usage in Siebel Communications (End User) 54

Chapter 4:

Profiles in Siebel Communications
57 59 63 63 64 66 66 67 69 70 70 72

About Profiles in Siebel Communications

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

About Statement Profiles in Siebel Communications

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

77

Chapter 5:

Contacts in Siebel Communications
79 79 80 81 81 82 82

About Contacts in Siebel Communications

Scenario for Contacts in Siebel Communications

Adding a Contact in Siebel Communications (End User)

Modifying a Contact Profile in Siebel Communications (End User)

Creating a Contact-Related Activity in Siebel Communications (End User)

Associating a Contact with a Trouble Ticket in Siebel Communications (End User) Additional End-User Tasks for Contact Management in Siebel Communications

4

Siebel Communications Guide Version 8.1 Rev. D

Contents ■

Chapter 6:

Agreements and Entitlements in Siebel Communications
83 85 87

About Agreements and Entitlements in Siebel Communications

Scenarios for Agreements and Entitlements in Siebel Communications Adding an Agreement in Siebel Communications (End User) 88

Setting Up Templates for the Auto Document Feature of Siebel Communications

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:

Premises in Siebel Communications
95 96 98 99 100

About Premises in Siebel Communications

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

102 102 104

Chapter 8:

Assets in Siebel Communications
105 106

About Assets in Siebel Communications

Scenario for Setting Up Assets in Siebel Communications

Siebel Communications Guide Version 8.1 Rev. D

5

Fraud.1 Rev. 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 6 Siebel Communications Guide Version 8.Contents ■ Creating an Asset in Siebel Communications (End User) 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: Opportunities in Siebel Communications 113 114 115 About Opportunities in Siebel Communications 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 Additional End-User Tasks for Opportunity Management in Siebel Communications 120 Chapter 10: Billing in Siebel Communications About Billing in Siebel Communications 121 122 124 125 Scenario for Billing in Siebel Communications Generating Credit. D .

D .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 Viewing Usage Details in Siebel Communications (End User) 139 140 141 Viewing Unbilled Charges in Siebel Communications (End User) Requesting an Adjustment to an Invoice 141 Creating Adjustments for Bills 142 Viewing an Adjustment Request Outcome 149 Recording a Customer’s Decision About Adjustment Outcome Terms Process of Creating Adjustments in Siebel Communications (End User) 150 Process of Making Payment Arrangements in Siebel Communications (End User) 151 Requesting a Payment Arrangement (End User) 151 Viewing the Outcome of a Payment Arrangement Request (End User) 152 Recording a Customer’s Decision About Payment Arrangement Terms (End User) 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 Chapter 11: Work Orders in Siebel Communications About Work Orders in Siebel Communications 157 157 159 159 160 7 Scenario for Work Orders in Siebel Communications Creating a Work Order in Siebel Communications (End User) Adding an Activity to a Work Order in Siebel Communications (End User) Creating Work Order Line Items in Siebel Communications (End User) Siebel Communications Guide Version 8.1 Rev.

1 Rev. D .Contents ■ Adding Work Order Terms in Siebel Communications (End User) 161 Additional End-User Tasks for Work Order Management in Siebel Communications 162 Chapter 12: Service Requests and Trouble Tickets in Siebel Communications About Service Requests and Trouble Tickets in Siebel Communications 163 165 166 Scenario for Service Requests and Trouble Tickets in Siebel Communications Setting Up Service Requests and Trouble Tickets in Siebel Communications Creating a Trouble Ticket Record in Siebel Communications (End User) Assigning a Trouble Ticket in Siebel Communications (End User) 167 167 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 Resolving Trouble Tickets in Siebel Communications (End User) 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 Chapter 13: Credit Management in Siebel Communications About Credit Management in Siebel Communications 175 178 179 181 182 Scenario for Credit Management in Siebel Communications 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 Process of Managing Collections in Siebel Communications (End User) 187 8 Siebel Communications Guide Version 8.

Contents ■ Updating Collection Actions in Siebel Communications 188 Processing Collection Payments in Siebel Communications 190 Closing Collections Actions in Siebel Communications 190 Closing a Credit Alert Manually in Siebel Communications (End User) 191 191 Additional End-User Tasks for Credit Management in Siebel Communications Chapter 14: Fraud Management in Siebel Communications About Fraud Management in Siebel Communications 193 194 195 197 197 197 198 Scenario for Fraud Management in Siebel Communications (End User) Viewing Fraud Alerts in Siebel Communications (End User) Following Up with the Customer about a Fraud Alert (End User) Changing Fraud Thresholds in Siebel Communications (End User) Updating the Fraud Alert in Siebel Communications (End User) Additional End-User Tasks for Fraud Management in Siebel Communications Chapter 15: Defining Integration Workflows for Siebel Communications About Integration Workflows in Siebel Communications 199 200 200 Terminology for Integration Workflows in Siebel Communications Sample Integration Workflows for Siebel Communications Sample Integration Workflow: CUT Send Account Data Sample Integration Workflow: CUT Receive Account Data 204 214 Scenarios for Defining Integration Workflow in Siebel Communications 213 Chapter 16: Defining Billing Profile Workflows for Siebel Communications About Billing Profile Workflows for Siebel Communications Workflows for Synchronization 217 CMU Account Sync Workflow 218 CMU Address Sync Workflow 218 CMU Contact Sync Workflow 219 CMU Profile Sync Workflow 220 SWI Account Update Workflow 221 SWI Address Update Workflow 221 SWI Contact Update Workflow 222 SWI Billing Profile Update Workflow 223 217 Siebel Communications Guide Version 8. D 9 .1 Rev.

Contents ■ SWI Special Rating . Accounts.Synchronize Process SWIAdjustmentStatusUpdate 225 CMU Credit Alert Status Sync 226 SIA External Integration Process Workflow 224 Workflow to View Content in the Billing Profile Portal 226 226 228 Workflows to Enter Adjustments in the Billing Profile Portal CMUInvoiceAdjustmentWF 228 CMUInvoiceQueryWF 229 CMUItemChargeAdjustmentWF 230 CMUItemChargeQueryWF 231 CMUEventDetailsAdjustmentWF 232 CMUEventDetailsQueryWF 233 CMUBalanceDetailsEventAdjustmentWF 234 CMU Adjustment View Sub Process 235 CMU SIA Submit Adjustment Request to External 235 CMUUnbilledEventAdjustmentWF Workflow 237 CMUUnbilledNonCurrencyEventAdjustmentWF Workflow 238 Workflows to Manage Contacts. and Payments 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 10 Siebel Communications Guide Version 8. D .1 Rev.

D Description New topic. Modified topic.1 of the software. Modified topic. This chapter has been removed from the guide and its content has been moved to Siebel CRM Web Services Reference. You can change the SIS OM Add Service Charge Sub-Process workflow to apply the Subscription billing type. The workflow steps have been changed. Modified topic.1 Rev. Modified topic.1 Rev. Modified topic. The workflow steps have been changed. The workflow steps have been changed. The workflow steps have been changed. “Web Services Reference” What’s New in Siebel Communications Guide. “Changing the Default Billing Type to Subscription” on page 41 Chapter 17. C Description New topic. Table 1. Table 2. Version 8. Topic New Product Features in Siebel Communications Guide. C Table 2 lists changes described in this version of the documentation to support release 8. Version 8. Topic New Product Features in Siebel Communications Guide.1 What’s New in This Release What’s New in Siebel Communications Guide. The workflow steps have been changed. Modified topic.1 Rev.1 Rev. The date-time fields in the Billing Profile screen use UTC format.1 Rev.1 of the software. D 11 . Version 8. D Table 1 lists changes described in this version of the documentation to support release 8.Synchronize Process” on page 224 “SWIAdjustmentStatusUpdate” on page 225 Siebel Communications Guide Version 8. “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 . The workflow steps have been changed. Version 8. moved from Siebel Order Management Guide Addendum for Industry Applications.

Topic New Product Features in Siebel Communications Guide. B Table 3 lists changes described in this version of the documentation to support release 8. Modified topic. What’s New in Siebel Communications Guide. Version 8. Functionality is added to support the Simple Service Bundle methodology. The workflow steps have been changed. Table 3. Version 8. Modified topic. The workflow steps have been changed. which allows a subscription product to be optimized as a service bundle. Version 8. Topic New Product Features in Siebel Communications Guide.1 of the software. Modified topic. New system preferences are added for Oracle® Application Integration Architecture integration. C Description Modified topic.What’s New in This Release ■ Table 2. Modified topic. “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. Modified topics. The workflow steps have been changed. The workflow steps have been changed.1 Rev. The workflow steps have been changed.1 Rev. “About Simple Service Bundles” on page 28 “Setting the System Preferences for Integration” on page 34 12 Siebel Communications Guide Version 8.1 Rev. The UTCCanonical flag has been added to the request messages of Web services.1 Rev. D . B Description New topic. The workflow steps have been changed.

Modified chapter. Accounts. Table 4. New functionality allows you to create adjustments to charges for unbilled usage for child accounts. D 13 . New functionality allows you to create adjustments to charges for unbilled usage. A Description New system preferences are added for Oracle Application Integration Architecture integration.What’s New in This Release ■ Table 3. Version 8. New topic.1 Rev. and Payments” on page 239 “Web Services Reference” on page 251 ■ What’s New in Siebel Communications Guide. such as friends and family plans. Workflows to allow users to manage contacts. which pass to Siebel Communications through the integration. New functionality allows the Order and Service Management (OSM) application to generate trouble tickets for failed orders. Topic New Product Features in Siebel Communications Guide. New functionality allows you to view the balance of a service account that is the nonpaying account of a billing account.1 of the software.1 Rev. ■ Web services have been added to support the integration of Oracle’s Siebel Communications with external applications.1 Rev. Workflows to synchronize data between the Siebel CRM application and the billing application have been added or changed. “Setting the System Preferences for Integration” on page 34 “Process of Managing Special Rating Profiles. Lists.1 Rev. Topic New Product Features in Siebel Communications Guide. A Table 4 lists changes described in the previous version of the documentation to support release 8. accounts. A workflow to allow users to view content in the Billing Profile portal has been changed. “Workflows for Synchronization” on page 217 “Workflow to View Content in the Billing Profile Portal” on page 226 “Workflows to Manage Contacts. New special rating lists and special rating products functionality has been added to support services that undergo special processing in billing and rating applications. 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 Siebel Communications Guide Version 8. Web service descriptions that appeared in the previous edition of this guide have been moved to Siebel CRM Web Services Reference. and payments have been added. Version 8. B Description Modified topic. Version 8. Modified topic.

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 17.1 Table 5 list changes described in the first version of the documentation to support release 8. and close collections actions for credit alerts.1 Description Siebel Communications can be integrated with third-party billing and revenue systems through Oracle Application Integration Architecture. The CMU SIA Submit Adjustment Request to External workflow has been updated.1 of the software. process payments for. Topic New Product Features in Siebel Communications Guide. D . 14 Siebel Communications Guide Version 8. Version 8. New functionality helps you to update. A Description Information about integrating credit alerts with Oracle® Communications Billing and Revenue Management has been added to the guide. Table 5.1 Rev. New workflows have been added to synchronize data between the Siebel CRM application and the billing application. New workflows have been added to allow users to enter adjustments for bills in the Billing Profile portal.What’s New in This Release ■ Table 4. Topic New Product Features in Siebel Communications Guide. “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. Version 8. “Web Services Reference” What’s New in Siebel Communications Guide. You can perform batch imports of credit alerts from an external application. Integration includes the ability to process service bundles. Version 8.1 Rev.

Topic New Product Features in Siebel Communications Guide. New functionality has been added for performing billing adjustments.1 Description New functionality has been added for creating a billing profile. “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.1 Rev. New functionality has been added for viewing billing profile details. Version 8. D 15 .What’s New in This Release ■ Table 5. the guide has been updated to reflect product name changes. 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. Siebel Communications Guide Version 8. Workflows have been added to synchronize data between the Siebel CRM application and the billing application. Additionally.

D .What’s New in This Release ■ 16 Siebel Communications Guide Version 8.1 Rev.

1 Rev. and marketing functionality. and Oracle’s Siebel Customer Order Management. Siebel Communications Guide Version 8. Using Oracle’s Siebel Enterprise Application Integration (Siebel EAI) functionality. synchronize. Mobile Web Clients. Siebel Communications allows user access to customer data residing in other systems. call center. Oracle’s Siebel Business Applications are designed to work together to provide an integrated Customer Relationship Management (CRM) solution. D 17 . It serves a wide range of customers. and coordinate their customers’ Internet. and enterprise resource planning (ERP) systems. These modules include Oracle’s Siebel Sales.2 ■ ■ ■ ■ ■ ■ Overview of Siebel Communications 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 About Siebel Communications Oracle’s Siebel Communications allows media and communications service providers to manage. Oracle’s Siebel Field Service. Oracle’s Siebel Call Center. wireless. Siebel Communications allows media and communications companies to implement Siebel modules that include sales. it integrates with billing. Oracle’s Siebel Anywhere product allows the Siebel system administrator to apply upgrades to Developer Web Clients. Oracle’s Siebel Service. and Siebel servers. and Internet service providers. It is designed to meet the needs of media service and content providers. from residential consumers to global corporations. field organization. and wireline. and distribution channel requirements. service. operations support systems (OSSs).

when it was performed. examining the history of a particular record. 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 Business Issue Account and Premises management Agreement management ■ ■ ■ ■ Audit trail ■ ■ ■ Billing management ■ ■ ■ Call center optimization ■ ■ ■ ■ ■ Credit management 18 Siebel Communications Guide Version 8. D . Table 6. what operation has been performed.1 Rev. 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. bill adjustments. payment plans. and how the value was changed Useful for maintaining security. 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.Overview of Siebel Communications ■ Key Features of Siebel Communications Key Features of Siebel Communications Table 6 describes how Siebel Communications and Oracle’s Siebel Media provide solutions for key business issues. and documenting modifications for future analysis and recordkeeping Integration with back-office billing systems Query and display of billing information Management of payment information.

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. 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.Overview of Siebel Communications ■ Key Features of Siebel Communications Table 6. and routing Oracle’s Siebel Partner Relationship Management. and to search for answers to frequently asked questions (FAQs). which allow your customers to create and track their own trouble tickets and service requests. lead scoring. which allows your company to turn channel partners into an extended.1 Rev. which allow your customers to use the Internet to browse though your company’s products and services. virtual sales and service organization through the Internet Oracle’s Siebel eService and Oracle’s Siebel E-Support. through the Internet Oracle’s Siebel eSales and Oracle’s Siebel E-Commerce. D 19 . 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 Business Issue Customer acquisition Customer and partner applications ■ ■ ■ Customer retention ■ ■ ■ ■ ■ Equipment and infrastructure ■ ■ ■ Fraud management ■ ■ ■ ■ ■ Siebel Communications Guide Version 8.

Internet newsletters. Siebel Communications and Siebel Media Solutions for Key Business Issues Siebel Communications and Siebel Media Solutions ■ ■ ■ ■ ■ Oracle’s Siebel Configurator automates the generation of quotes and sales orders Tracking of relationships between sales. Oracle’s Siebel eSales. 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. Oracle’s Siebel Partner Relationship Management. which allows bidirectional data exchange and synchronization Performing credit verification and address validation Maintenance of billing accounts through an external billing system Business Issue Order configuration and management Pricing management ■ ■ ■ ■ Oracle’s Siebel Marketing ■ ■ ■ Third-party and legacy integration ■ ■ ■ ■ ■ 20 Siebel Communications Guide Version 8.Overview of Siebel Communications ■ Key Features of Siebel Communications Table 6. personalized Web pages.1 Rev. D . and work orders Definition of process rules and automatic escalation of open sales orders Use of product classes and attributes. and Oracle’s 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. 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 Oracle’s Siebel Enterprise Integration Manager (EIM). Orders. sales orders.

D 21 . billing. and resolving customers’ problems. Siebel Communications and Siebel Media Solutions for Key Business Issues Siebel Communications and Siebel Media Solutions ■ Single platform for logging. In addition. and service detail ■ ■ Product Modules and Options for Siebel Communications Many Siebel Business Applications modules can be purchased and used with Siebel Communications and Siebel Media. assigning. pager. Siebel Communications Guide Version 8. optional modules specific to Siebel Communications and Siebel Media can be purchased to provide enhanced functionality for various business processes. The exact configuration of Siebel Communications and Siebel Media screens and views depends on your company’s configuration of the application. NOTE: This guide documents Siebel Communications with the optional modules installed. In addition. For introductory information about using the Siebel Communications and Siebel Media interfaces. see Siebel Fundamentals. For information about the optional modules that can be used with Siebel Communications and Siebel Media. managing. fax.1 Rev. including network problems or outages affecting customers Online solutions search capability Proactive customer notifications through email. your software interface will differ from that described in some sections of this guide.Overview of Siebel Communications ■ Product Modules and Options for Siebel Communications Table 6. 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 Business Issue Trouble ticket and service request management ■ ■ ■ ■ Upselling and crossselling ■ ■ ■ Usage. the Sample database includes data for optional modules. contact your Siebel sales representative. If your installation does not include some of these modules.

“Profiles in Siebel Communications”. service requests. Record bill payments. and track agreements. Some screens are used exclusively by administrators. Manage outbound communications with prospects targeted for a particular marketing effort. For More Information See Chapter 3. Create. “Billing in Siebel Communications” in this guide See Siebel Applications Administration Guide Activities Agreements See Chapter 6. view. Define and maintain account profile information. repayment plans. D .Overview of Siebel Communications ■ Business Functions of Screens in Siebel Communications Business Functions of Screens in Siebel Communications The Siebel Communications and Siebel Media interfaces include procedure-specific screens. generate. approve. both inside and outside your company. trouble tickets. and adjustments. and Chapter 10. Track personal activities and view activities for other team members. Screen Accounts Siebel Communications and Siebel Media Screens and Views Functions Create. Creates a history of the changes that have been made in Siebel Communications and Oracle’s Siebel Media. Track the progress of accounts. “Accounts in Siebel Communications”. interactions with contacts. Chapter 4.1 Rev. modify. It also lists the functions of the views in those screens. and opportunities. Manage information about products sold to accounts. “Agreements and Entitlements in Siebel Communications. Query customer bills. Table 7 lists the most frequently used screen and views for Siebel Communications and Siebel Media. and update accounts. Table 7. Gather and format information from a number of different sources. Set up and maintain account hierarchies. including the World Wide Web. Create and display activities (including todo activities) and share calendar information with co-workers.” in this guide See Siebel Field Service Guide See Siebel Applications Administration Guide See Siebel eBriefings Administration Guide Assets Audit Trail Briefings Calendar See Siebel Fundamentals Campaigns See Siebel Applications Administration Guide 22 Siebel Communications Guide Version 8.

and meters associated with a premise. Share data with third-party credit management applications.” in this guide See Chapter 6. Create business forecasts based on opportunities or products. or your team’s expenses. Products See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Communications See Siebel Applications Administration Guide Quality Manage information about adverse events or reactions related to products.Overview of Siebel Communications ■ Business Functions of Screens in Siebel Communications Table 7. “Opportunities in Siebel Communications.” in this guide Expense Reports Forecasts Fraud Management Literature Opportunities Orders Premises Create and maintain premises. “Contacts in Siebel Communications. contacts. Display products. or service request. Display company. Screen Contacts Siebel Communications and Siebel Media Screens and Views Functions Record and track business and personal contact information associated with an account. Associate entitlements with accounts. “Fraud Management in Siebel Communications. a trouble ticket. Manage expense-report information for your own expenses. Create sales orders and track their status. customer premise equipment. product features. “Agreements and Entitlements in Siebel Communications. and products. product lines. Generate order summaries. “Premises in Siebel Communications. Share data with third-party fraud management applications. Siebel Communications Guide Version 8. For More Information See Chapter 5. Manage and monitor customer fraud issues. D 23 . and price lists. Manage sales opportunities for business and residential customers.” in this guide See Siebel Applications Administration Guide See Siebel Applications Administration Guide See Chapter 14.” in this guide Credit Management Entitlements See Chapter 13. “Credit Management in Siebel Communications.1 Rev.” in this guide See Siebel Applications Administration Guide See Chapter 9. Track service points. Determine a customer’s eligibility for service under its entitlements.” in this guide See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Communications See Chapter 7. an opportunity.and industry-related literature cataloged by the Siebel administrator. Manage and monitor customer credit issues.

” in this guide See Chapter 11. Search. For More Information See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Communications See Chapter 12. Create.” in this guide See Siebel SmartScript Administration Guide Service Requests SmartScripts Solutions See Siebel Field Service Guide Trouble Tickets See Chapter 12. Create. and update customer requests for information about or assistance with products or services. Oracle® Communications Process Integration Packs (PIPs) are prebuilt packaged process integrations between Siebel Communications and Oracle® Communications Billing and Revenue Management.Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications Table 7. based on Oracle Application Integration Architecture. “Service Requests and Trouble Tickets in Siebel Communications. Define the application workflow for an interactive situation in a script. Update opportunities and configure solutions for quotes. Manage the work components associated with activating or turning off service for a customer. D . such as Oracle Communications Billing and Revenue Management: ■ ■ “Oracle Communications Integration Pack for Order to Bill” on page 25 “Communications Agent Assisted Billing Care” on page 25 The following topics provide additional information about integrating Siebel Communications with an application for managing billing and revenue: 24 Siebel Communications Guide Version 8.” in this guide Work Orders About Prebuilt Integration with Siebel Communications Oracle® Application Integration Architecture is a set of products that enables you to set up and orchestrate cross-application business processes so that multiple applications can work together. and update customer requests for information about or assistance with products or services. view. Screen Quotes Siebel Communications and Siebel Media Screens and Views Functions Create. “Work Orders in Siebel Communications. display. display. organize. Oracle Application Integration Architecture runs on Oracle® Fusion Middleware. “Service Requests and Trouble Tickets in Siebel Communications. These interactive situations could include inbound communications (such as customer service) and outbound contacts (such as telemarketing). Administrators can implement the following PIPs to integrate Siebel Communications with an application for managing billing and revenue.1 Rev. and update quotes. and add to a knowledge base of answers to service requests and trouble tickets.

your company must purchase the CME Billing Management option in Siebel Communications (which exposes billing and revenue management views). the following Oracle Application Integration Architecture for Communications guides. This PIP consists of the following process integrations: ■ Process Integration for Customer Management. Integrated order management. required Oracle PIPs. 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. initiating billing on fulfilled services. and updating CRM assets. including automatic product and price synchronization. Customer synchronization between Siebel CRM and Oracle Communications Billing and Revenue Management. D 25 . Communications Agent Assisted Billing Care The Communications Agent Assisted Billing Care PIP allows integrated customer management and integrated billing management.oraclecorp. which you can access on the Oracle Technology Network. This process integration allows the synchronization of customer information between Siebel CRM and Oracle Communications Billing and Revenue Management. creating CRM assets. This PIP offers the following key features: ■ ■ ■ Product and price synchronization between Oracle Communications Billing and Revenue Management and Siebel CRM. visit the Industry-Specific PIPs Web page at http://aia. customer synchronization.Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications ■ ■ “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. Oracle Communications Integration Pack for Order to Bill The Oracle Communications Integration Pack for Order to Bill PIP automates the order management process between Siebel Customer Relationship Management (CRM) applications from Oracle and Oracle Communications Billing and Revenue Management. This includes creating new customers and updating existing customers. and integrated order processing. This includes processing sales orders. The Process Integration for Customer Management provides the following integration flows: Siebel Communications Guide Version 8. and Oracle Application Integration Architecture licenses.html Additionally.1 Rev.com/products/indspc.

The Account Class field must have a value Customer. ■ ■ The price list in the order header must be the same price list that the Oracle Communications Billing and Revenue Management application uses. It runs during the Order Management processing flow. Service. An account address must be designated as the primary address. Update Customer Account. This integration flow interfaces customers to Oracle Communications Billing and Revenue Management.Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications ■ ■ Create Account. The allows Siebel CRM to be used as the single interface to access all customer-related information. or Billing. This integration flow updates accounts from Siebel CRM to Oracle Communications Billing and Revenue Management.1 Rev. including data that is mastered and maintained within Oracle Communications Billing and Revenue Management. This process integration integrates the billing management process between Siebel CRM and Oracle Communications Billing and Revenue Management. D . ■ Integrated Billing Management. The Primary Contact field must contain data. 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 26 Siebel Communications Guide Version 8. the order is successfully passed to the Oracle Communications Billing and Revenue Management application if all of the following conditions are satisfied: ■ For the account in the order header: ■ ■ ■ ■ The Account Type field must have a value of Business or Residential. 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 About Passing Customer Orders to Oracle Billing Application When you create a customer order in Siebel Communications.

If a product is not billed to the customer. other customizable products. You can create service bundles. A customizable product can include simple products. the product is a customizable product (or complex product). A single billing instance in the Oracle Communications Billing and Revenue Management application is constructed for a service bundle. select the product bundle. Description of Service Bundles A service bundle is a group of related services that you sell as a package. Non-billing products. Event. service bundles. and an add-on line) Activation fees Usage fees Features (for example. A service bundle for wireless phone service might include the following items: ■ ■ ■ ■ Rate plans (for example. see Siebel Product Administration Guide. About Service Bundles This topic describes service bundles and their behaviors in Siebel Communications.1 Rev. and nonbilling products. Item. call forwarding) Siebel Communications Guide Version 8. Service bundles simplify service selection and configuration. the product is a simple product. Non-billing products do not have a billing service type and can be part of an installed asset. the product is a non-billing product. Customizable products.Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications ■ Billing Profile NOTE: A billing profile is successfully passed to the billing application if the billing profile satisfies some conditions. and Subscription. If a product can include other product components that you can configure for it. the child service bundle is a nested service bundle. Child service bundles can have a different billing service type from the parent service bundle. These products exist only in Oracle’s Siebel Customer Relationship Management (CRM) application and are not passed to the Oracle Communications Billing and Revenue Management application. If a parent service bundle contains a child service bundle. Customizable products have the billing service type of the parent service bundle. Main Line 2. A service bundle is similar to a product bundle. see “About Billing Profiles in Siebel Communications” on page 63. Nested service bundles. D 27 . If a product is available in one form and does not include other products that you can configure for it. select Service Bundle in the Billing Type field for the bundle. ■ ■ ■ To see the products in a bundle.Product screen. and click the Bundle Product view tab. For more information about product bundles. Main Line 1. Simple products have the billing service type of the parent service bundle. Products view. navigate to Administration . A service bundle can include: ■ Simple products. Other examples of values for the Billing Type field include: Discount. To create a service bundle. For more information about these conditions.

50% off the first 3 months and a free minutes discount) SMS (Short Message Service) for text messaging. features. After products are synchronized. The SIS OM Order Line Item Update Main workflow updates the status field of order line items. About Simple Service Bundles A service bundle is a type of complex product that is created manually in a Siebel application. the activation fees and usage fees are simple products.1 Rev. Expand the form in the Detail view. suspend. and billing profile of the root product in that service bundle. and billing profile fields are associated with the line items in an order and are populated when a user creates an order. the status of the service bundle is updated. If a service bundle status is updated. service account. navigate to the Administration . do not change the values in these fields. When an order containing this product is submitted. disconnect. service account. Though Siebel Communications provides no validation rules. all product components under a service bundle must have the billing account. A simple service bundle is a subscription product that is created in Oracle Communications Billing and Revenue Management. or transfer a service item that relates to a parent service bundle. but administrators can configure this workflow to update other fields. SMS Basic and SMS Unlimited) In this example. Products view and select the record for a service bundle or a product in that bundle.Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications ■ ■ Discounts (for example. and the SMS is a nested service bundle. The Billing Type field and the Billing Service Type field display in the Logistics section of the form. Oracle Application Integration Architecture recognizes the product as a simple service bundle and creates a service instance in Oracle Communications Billing and Revenue Management. and discounts are customizable products.Product screen. Examples of values for the Billing Service Type field include: ■ ■ ■ ■ ■ /service/telco/gsm/telephony /service/telco/gsm/sms /service/telephony /service/ip /account To see the Billing Type field and the Billing Service Type field for a service bundle or a product in that bundle. 28 Siebel Communications Guide Version 8. If you modify. resume. multiple service charges can be automatically created if the parent service bundle includes child service bundles to which service charges apply. This service might include rate plans (for example. the statuses of the product components in a service bundle are updated. The billing account. Behavior of Service Bundles The Billing Service Type field for a service bundle is populated with data when the products in the Oracle Communications Billing and Revenue Management application are synchronized with the products in the Siebel application. then marked as a service instance in a Siebel application. If a customizable product that contains a service bundle is updated. the rate plans. or if you upgrade or downgrade a promotion for a service item that relates to a parent service bundle. D .

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. D 29 . a simple service bundle called Internet Service might have a component event product called Internet Activation. Additionally.Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications A simple service bundle combines a service bundle and a billing product into a single Siebel CRM product.1 Rev. Siebel Communications Guide Version 8. A simple service bundle can only include products of billing type Event as components. A simple service bundle that is a simple product represents a single-event product in Oracle Communications Billing and Revenue Management. or can be nested in a complex product. a simple service bundle can be a root-level product. For example. can be nested in another service bundle. These event products are synchronized from Oracle Communications Billing and Revenue Management. In Siebel Communications. A simple service bundle can be a simple product or a complex product. Combining two products in one can simplify the product hierarchy of a service bundle. A simple service bundle that is a complex product represents a multiple-event product in Oracle Communications Billing and Revenue Management.

Service Bundle and Simple Service Bundle Setups On the left. and how the same grouping of services might be set up using simple service bundle functionality.MCF product is mapped to multiple events in Oracle Communications Billing and Revenue Management. the item labeled SB and shaded in blue represents a service bundle manually created in Siebel CRM. under Service Bundle.Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications 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. 30 Siebel Communications Guide Version 8. On the right. Figure 1. D .MCF product.MCF product is mapped to multiple events in Oracle Communications Billing and Revenue Management. Items labeled BC and shaded in yellow represent service bundle component products synchronized from Oracle Communications Billing and Revenue Management. Items labeled BC and shaded in yellow represent service bundle component products synchronized from Oracle Communications Billing and Revenue Management. The Internet . with its Service Instance flag set to Y. with its Billing Type set to Service Bundle. The Internet Access Service bundle is mapped to the Internet . the item labeled SI and shaded in pink represents a subscription product synchronized from Oracle Communications Billing and Revenue Management. and the Internet .1 Rev. under Simple Service Bundle.

Internet Email may be two products. a service bundle product manually configured in Siebel CRM. For example. in the simple service bundle. in which initiation and fulfillment occur in separate calls to the billing system. Billing types. when an order for a simple service bundle is processed in Siebel Communications. By contrast. a subscription product synchronized from Oracle Communications Billing and Revenue Management. in which both initiation and billing occur in one call to the billing system. the product instance in Oracle Communications Billing and Revenue Management is linked to the simple service bundle instance. orders. such as billing products. the corresponding features are set up as single products. billing profile. Thus. A simple service bundle is a subscription product and a service product at the same time. Quantity. This disconnection means that you cannot upgrade to or downgrade from one simple service bundle to another while retaining the same service instance. If the service is purchased in the context of a promotion. or other service bundles. or assets in the Siebel application or in Oracle Communications Billing and Revenue Management cannot be converted to a simple service bundle. when new order processing occurs in Siebel Communications): ■ Service and product instances. the integration creates both a service instance and a purchased product instance in Oracle Communications Billing and Revenue Management. the service account. Internet Email may be one product. If a simple service bundle line item has a quantity of more than one. 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. ■ ■ ■ New Purchases and Simple Service Bundles New orders for simple service bundles have the following characteristics at run time (that is. In a simple service bundle. D 31 . with an associated component product synchronized from Oracle Communications Billing and Revenue Management. ■ ■ Change Orders and Simple Service Bundles Change orders for simple service bundles have the following characteristics at run time (that is. then flagged as a service instance in Siebel CRM. Therefore. that quantity applies only to the product purchase. 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.1 Rev. certain features are set up as multiple nested products. and billing account must be the same account. You cannot manually add any items. Constraints on Simple Service Bundles Simple service bundles operate under the following constraints: ■ A product that has pending quotes. The simple service bundle functionality supports both single-phase billing. to a simple service bundle. and two-phase billing. special rating products. For example. discounts. when change order processing occurs in Siebel Communications): Siebel Communications Guide Version 8. Disconnecting a simple service bundle disconnects both the service instance and the product in Oracle Communications Billing and Revenue Management.Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications In the service bundle.

Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications ■ Suspend and resume. 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. the charge is applied in Oracle Communications Billing and Revenue Management to the balance group for the service instance. Disconnect. follow this procedure. This includes changes to billing dates as part of two-phase billing. NOTE: When using a simple service bundle. then the Products view. 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. change. Product update. One-time charge. Service ID. 4 32 Siebel Communications Guide Version 8. Service update. Updates to product attributes (for example. 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.1 Rev. Updates the service instance attributes (for example. subscription products) that have been created in and synchronized from Oracle Communications Billing and Revenue Management. and delete (MACD) action in Siebel Communications. Billing Account. it is not possible to cancel the product without canceling the service. In the Detail form. add. D . ■ ■ ■ Configuring a Simple Service Bundle To configure a simple service bundle. Find the product you want to define as a simple service bundle. Transferring the asset representing a simple service bundle in Siebel Communications (that is. query for products with a Billing Type field value of Subscription (that is.Product. If a one-time charge is defined and applied for a move. Disconnecting the asset representing a simple service bundle cancels the service and product instance in Oracle Communications Billing and Revenue Management. Select the Detail view tab. To configure a simple service bundle 1 2 3 Navigate to Administration . ■ ■ Transfer. Suspending or resuming the asset representing a simple service bundle suspends or resumes the service and product in Oracle Communications Billing and Revenue Management.

NOTE: In Siebel CRM. After pending orders or assets reference a product. When deciding. Field Service Instance Comments Select to identify a subscription product as a simple service bundle. The Specific Products list displays the event items associated with the selected simple service bundle.Product. Click the Specific Products subview tab. The Service Instance flag can only be selected for a product that has a Billing Type of Subscription. D 33 .1 Rev. query for products with a Billing Type field value of Subscription and the Service Instance field selected. Oracle Application Integration Architecture will not create a cross-reference to that product on the Oracle Communications Billing and Revenue Management side. Doing so can cause unexpected and undesired behavior. then the Products view. The Oracle Communications Billing and Revenue Management application recognizes the product as a simple service bundle and adds event products as child components. observe the following guidelines and cautions: Siebel Communications Guide Version 8. the value of the Service Instance field for that product cannot be changed. Synchronization with Oracle Communications Billing and Revenue Management adds child products with Billing Type set to Event. the event items appear as line items in the simple service bundle. you cannot add child components to a product with Billing Type set to Subscription and Service Instance set to Y. When the simple service bundle is synchronized with Siebel Communications again. Guidelines for Service Bundles and Simple Service Bundles The bundling requirements of a service determine whether to define the service as a service bundle or a simple service bundle. In the Detail form.Overview of Siebel Communications ■ About Prebuilt Integration with Siebel Communications 5 Complete the field described in the following table. Find and select the simple service bundle product whose event items you want to view. or synchronize that product with Oracle Communications Billing and Revenue Management. Select the Detail view tab. follow this procedure. To view the event items in a simple service bundle 1 2 3 4 5 Navigate to Administration . Viewing the Event Items in a Simple Service Bundle To view the child event items associated with a simple service bundle. 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.

This task is a step in “Process of Setting Up an Integration” on page 34. A product that is defined as a simple service bundle cannot be changed to a service bundle. a product that is defined as a service bundle cannot be changed to a simple service bundle. and configure it differently. If a change to the product bundling requirements necessitates changing a service bundle to a simple service bundle. while retaining the same service instance. then you must define another product in Oracle Communications Billing and Revenue Management. nor does a need exist to switch from one product variant to another while retaining the same service. or the other way around. The system preferences listed in this topic control aspects of Oracle Application Integration Architecture integration functionality. you cannot upgrade a customer from a service modelled as a simple service bundle to a service modelled as a service bundle. Additionally. then the System Preferences view. This restriction applies because a service with a single billing product does not have any associated service-level billing discounts. Such changes would adversely affect the processing of change orders for existing assets. administrators complete the following tasks in Siebel Communications: 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 Setting the System Preferences for Integration Administrators must set system preference values. set up the service as a simple service bundle. D .1 Rev. this product does not need a special rating. 34 Siebel Communications Guide Version 8. To set the system preferences for integration 1 Navigate to the Administration . You must perform the upgrade through a service cancellation and repurchase. Conversely. synchronize it with Siebel CRM.Overview of Siebel Communications ■ Process of Setting Up an Integration ■ When only one billing product will ever be applicable for a given service. Because a single asset represents both the service instance and the billing product.Application screen. ■ ■ Process of Setting Up an Integration To set up an Oracle Application Integration Architecture integration between Siebel Communications and Oracle Communications Billing and Revenue Management.

Suspend. and stop processing. Values are as follows: ■ ■ ■ 1 Do not display warning messages. Values are as follows: ■ ■ TRUE Enable Oracle Application Integration Architecture Communications integration features. 2 Display warning messages. FALSE Disable Oracle Application Integration Architecture Communications integration features. Siebel Communications Guide Version 8. Disconnect. Validate Due Date Controls the behavior of the pop-up applet that prompts for the Due Date for change orders such as Modify. Modify. Those future-dated line items will be affected by the cancellation of this order. System Preference Cancel Error Mode Comments Controls the behavior when an order that has future-dated line items is cancelled. 3 Display warning messages. Suspend. Disable the Continue button on the Due Date window.1 Rev. and Disconnect (MACD) operations are continued for assets and orders. Values are as follows: ■ ■ TRUE Enable Oracle Application Integration Architecture Communications integration testing. 3 (Default) Display warning and error messages.Overview of Siebel Communications ■ Process of Setting Up an Integration 2 Query for the Oracle Application Integration Architecture integration system preferences. ■ ■ Enable AIA Comms Controls whether or not to enable the Oracle Application Integration Architecture Communications integration features. FALSE Disable Oracle Application Integration Architecture Communications integration testing. and set the appropriate value for each. Enable the Continue button on the Due Date window. Enable AIA Testing Controls whether or not to enable the Oracle Application Integration Architecture Communications integration testing features. 2 (Default) Display warning messages. Oracle Application Integration Architecture integration system preferences are listed in the table that follows. Resume. Values are as follows: ■ 1 No warning messages are displayed. and Resume. D 35 .

Additionally.1 Rev. D . ■ D. and SWIProductClassImport Web services. a Product Release Flag in each product definition can be used to release the individual product. Default value is set to FALSE. in Siebel CRM. Value is as follows: /export/home/qa1/orderbackup/ Workspace Release Flag A product that is synchronized from Oracle Product Information Management Data Hub is a workspace version. This setting overrides the Product Release Flag settings of the individual products in the Workspace. In this case. Siebel CRM does not automatically release the products. Siebel CRM automatically releases the products. In this case. a user can set the Product Release Flag of an individual product to Y to release that specific product. which is N. Enable AIA MDM Enables or disables the MDM1 PIP. This system preference holds or releases all the products associated with a workspace. To enable the Order-to-Cash PIP. ■ Y. To enable the MDM PIP. Default value. that is.Overview of Siebel Communications ■ Process of Setting Up an Integration System Preference AIA Order Backup Path Comments XML files are available on the specified path. 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. the default value of this system preference. Master Data Management 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. with file names in the form <OrderNumber>_<RevisionNumber>. SWIAttributeImportIO. This system preference appears in the SWIProductImportIO. 36 Siebel Communications Guide Version 8. determines whether to automatically release the product. you must change this system preference value to TRUE and restart the Siebel server. Signifies a default or empty value. Default value is set to FALSE. The files can be sorted by Date Modified. and all the other products in the same payload will not be released. Enabled only if the Enable AIA Testing system preference is set to TRUE. Enables or disables the Order-to-Cash PIP. In this case. Enable AIA OrderToCash 1.xml. all the products belonging to the Workspace are automatically released. a test version. The Workspace Release Flag system preference has the following values: ■ N. you must change this system preference value to TRUE and restart the Siebel server.

This task is a step in “Process of Setting Up an Integration” on page 34.1 Rev. see Siebel CRM Web Services Reference. For descriptions of specific Web services used by Siebel Communications.Web Services screen. Setting Up Integration Users Administrators must designate integration users. and information about exposing Web services. To set up an integration user 1 2 3 Navigate to the Administration . D 37 . You must also set up integration user credentials in the Oracle Application Integration Architecture product that you are using. Select the check box in the Integration User Flag field for this employee. then the Employees view. change the following text strings in the Address field to the appropriate data for your server: ■ <webserver> Siebel Communications Guide Version 8. and click Clear Cache. A call into the Siebel Call Center module for Siebel Communications uses an inbound Web service. then the Inbound Web Services view.User screen. change the status from Inactive to Active. To configure a Web service. In the employees list. see the chapter on ongoing tasks and the system preferences appendix in Siebel Applications Administration Guide. This task is a step in “Process of Setting Up an Integration” on page 34. Query for the Web service name in the Inbound Web Services list. Integration users are used by the inbound Web services to log in and to create. update.Overview of Siebel Communications ■ Process of Setting Up an Integration 3 Set other system preferences. or query records in the Siebel application. 3 4 If the Web service is not active. To configure the inbound Web services 1 2 Navigate to the Administration . For more information about system preferences. administrators change the URI address for its service ports. if necessary. To configure the inbound Web services. For the names of the inbound Web services. Configuring Web Services The Process Integration Packs (PIPs) in the Oracle Application Integration Architecture product can use Web services. complete the steps in the following procedure. select the record for the employee who you want to set up as an integration user. see the Web service summary in Siebel CRM Web Services Reference. In the Service Ports list for the Web service. These integration user credentials are used by the Siebel application to accept inbound Web service calls from the Oracle Application Integration Architecture product.

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 38 Siebel Communications Guide Version 8. D . 3 In the Service Ports list for the Web service. For information about enabling component groups. see Siebel Server Administration Guide. Also.Web Services screen. For the names of the outbound Web services. see the Web service summary in Siebel CRM Web Services Reference. complete the steps in the following procedure. verify that the Application Object Manager component is started. This task is a step in “Process of Setting Up an Integration” on page 34.Overview of Siebel Communications ■ Process of Setting Up an Integration ■ ■ ■ <lang> <UserName> <Password> A call out of the Siebel Call Center module for Siebel Communications uses an outbound Web service. Table 8. To configure the outbound Web services 1 2 Navigate to the Administration . When you enable component groups. change the web server name and port in the Address field to the appropriate data for your server. then the Outbound Web Services view. Query for the Web service name in the Outbound Web Services list. all of the required components in those groups are started on the server for transaction logging. Enabling Component Groups Administrators must verify that the component groups for order creation are enabled on the Siebel server. To configure the outbound Web services.1 Rev. Table 8 shows the component groups that must be enabled for order creation.

Overview of Siebel Communications ■ Process of Setting Up an Integration

Configuring Workflow Policies
After administrators enable the component groups for order creation, they must configure the workflow policies. When an account, contact, billing profile, or address changes in the Siebel application, workflow policies invoke workflows and call Web services to synchronize data with the third-party billing application. This task is a step in “Process of Setting Up an Integration” on page 34. To configure the workflow policies, complete the following tasks:

1

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.

2

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.

3

Create a copy of the Workflow Monitor Agent component. For more information, see “Copying the Workflow Monitor Agent Component” on page 40.

4

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.

5

(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.

Exposing the Default Tasks Parameter
The Workflow Monitor Agent component in the Workflow Management component group contains the Default Tasks parameter, which is hidden from view by default. Administrators must reveal this parameter to advanced users so that these users can change its value in a copy of the Workflow Manager Agent component that they create.

To expose the Default Tasks Parameter 1 2 3 4 5
Navigate to Administration - Server Configuration, then the Servers view. Select the appropriate server in the Siebel Servers list. Click the Components view tab, and select the Server Manager component in the Components list. Page down, click the Parameters view tab, and select the Show Advanced Objects parameter in the Component Parameters list. Change the Value field for this parameter to TRUE.

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Log out of the application and then log in again so that the parameter setting takes effect.

Copying the Workflow Monitor Agent Component
For information about creating a copy of the Workflow Monitor Agent component, see the topic about using Workflow Monitor Agent in Siebel Business Process Framework: Workflow Guide. NOTE: Before you restart the Siebel Server so that the component definition takes effect, rename the dictionary cache file (diccache.dat) at <Installation Directory>\ses\siebsrvr\bin so that a new dictionary cache file is created when you restart. Table 9 shows the values to enter for some fields for the copied component. To see this view, click the Component Definitions view in the Administration - Server Configuration screen, then the Enterprises view.

Table 9. Field

Field Values for Copied Workflow Monitor Agent Component Value Workflow Monitor Agent SWI WorkflowMonSWI Workflow Management

Component Alias Component Group

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

Parameter Action interval Default Tasks Sleep Time Group Name

Activating the Workflows for Order Management
Before users can create orders, administrators must verify that the order management workflows are active.

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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.

Changing the Default Billing Type to Subscription
The Service Bundle billing type is the default setting for the SIS OM Add Service Charge Sub-Process workflow. You can change this workflow to apply the Subscription billing type instead. For more information about the SIS OM Add Service Charge Sub-Process workflow, see Siebel Order Management Guide Addendum for Communications. For information about changing and redeploying a workflow process, see Siebel Business Process Framework: Workflow Guide. This task is a step in “Process of Setting Up an Integration” on page 34.

To change the default billing type to Subscription 1 2 3 4
Log in to Oracle’s Siebel Tools as an administrator. In the Object Explorer, click Revise Workflow. In the Workflow Processes list, select SIS OM Add Service Charge Sub-Process. Click the Traverse and Get Prod Ids step. Siebel Tools displays the following input parameters for the step: QuoteFieldValue1 = LookupValue ("PROD_BILLING_TYPE ", "Service Bundle") OrderFieldValue1 = LookupValue ("PROD_BILLING_TYPE ", "Service Bundle")

5 6

In the QuoteFieldValue1 and OrderFieldValue1input parameters, replace Service Bundle with Subscription. Save and reactivate the workflow.

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Accounts in Siebel Communications

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 company’s 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

About Accounts in Siebel Communications
An account is any external organization with which your company does business. It negotiates agreements, receives service and bills, and raises trouble tickets. An account is usually the central entity of a Siebel CRM implementation. After adding accounts in Siebel Communications, end users at your company contribute information for tracking customer service, processing requests, viewing agreements, and so on.

Account Hierarchy
A single account for each customer will probably meet your company’s 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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It allows you to create and maintain aggregation points and to support complex discounting methods. Any class can be a child of any other class. Out of the box. multiple regional headquarters. To fully support mergers. such as address and contact name at each point in the hierarchy. it is common for the service to be delivered to one subsidiary while bills get sent to another subsidiary. For more information about state models. A hierarchy has these further advantages: ■ ■ ■ It allows you to maintain customer information. or to reparent a whole organization if it is purchased by another entity. In particular. a customer account can be placed anywhere in the hierarchy. Siebel Communications does not restrict parent-child associations based on account class. When setting up the hierarchy. For example. An account given the account class billing generally stores information for the financial transaction or invoice. you need to set them up through state models. For example. Siebel Communications provides these five classes for accounts: 44 Siebel Communications Guide Version 8. Account Classes An account class is a method for classifying an account according to its position and role in an account hierarchy. It aids in specifying usage and billing roll-up relationships. one with the account class service and the other with the account class billing to reflect their different functions. and a billing account can be the parent or the child of a service account. a world headquarters. with communications companies. This multiple-level structure supports a top-down view of the customer. An account given the account class service generally stores service item information and allows end users to analyze the customer’s usage or orders. These changes take effect by changing the parent account of the account record. Separate accounts would be created for each subsidiary. end users define parent-child relationships among the accounts. for example. 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. see Siebel Business Process Framework: Workflow Guide. D . each with its own service and billing requirements. and many branch locations.Accounts in Siebel Communications ■ About Accounts in Siebel Communications ■ ■ ■ ■ 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.1 Rev. demergers and corporate restructuring. it is possible to reparent a child account if that subsidiary is sold to another holding company. according to your customer’s requirements and organizational structure. Then they designate which account class applies to each new account. Separate child accounts can be used to designate which information pertains to one subsidiary or another within the organization. To enforce hierarchy rules based on account class.

person.1 Rev. It can be set up to bill the customer based on certain requests. It can represent a person or organization with multiple service addresses. Service Aggregator Class. 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. An account with this class receives aggregate billing details for all of its subsidiary accounts. such as the company name and headquarters address. Siebel Communications displays certain information based on the account class: ■ ■ The Service Account and Billing Account Explorers filter on account class. because they filter accounts on class names. In the Quotes and Order Entry views. ■ ■ Service Class. A customer account includes basic customer information. but not bills. D 45 . Billing Aggregator Class. It can be anywhere in the account hierarchy. with each office set up as a service aggregate account for the services. Each office can have both services set up as separate billing accounts. It also allows you to create and maintain billing aggregation points and to support complex discounting methods. and each office receives services two different services: broadband TV and broadband Internet. 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 Guide Version 8. such as creating bills for the different services and rolling those separate billing statements into a billing aggregate account. or organization that is receiving service. It receives and aggregates bills. ■ ■ Billing Class. Implementation example: A company has three offices in different states. It can receive both service and bills. An account with this class represents the actual customer. be careful to rename the explorers as well. It can be anywhere in the account hierarchy. In the account hierarchy. Each office can have both services set up as separate service accounts. NOTE: You can set up additional account classes or rename the default classes. only those accounts with the appropriate account class appear in the dialog box for association. and each office receives a wired phone service and a wireless phone service.Accounts in Siebel Communications ■ About Accounts in Siebel Communications ■ Customer Class. For instructions on modifying account classes. However. it is the account level at which the financial transactions for the service or product occur. it is the account level at which the physical delivery of the service or product occurs. see Siebel Applications Administration Guide. It allows you to generate and view multiple service accounts that share some specifications. It allows you to generate and view multiple billing accounts that have some of the same specifications. when renaming. In the account hierarchy. An account with this class receives aggregate usage details for all of its subsidiary accounts. An account with this class receives service. Implementation example: A company has offices in different states. An account with this class is used to invoice the customer for products and services.

46 Siebel Communications Guide Version 8. Figure 2.Accounts in Siebel Communications ■ About Accounts in Siebel Communications Figure 2 shows an example of an account hierarchy where parent-child relationships are established along service and billing account classes. All team members (end users) can create an account and update account information. Example of Account Hierarchy Account Roles and Responsibilities Sales administrators and sales managers usually oversee the creation and maintenance of accounts by their teams.1 Rev. D .

D 47 .Accounts in Siebel Communications ■ Scenario for Accounts in Siebel Communications Table 11 lists the roles and responsibilities related to account procedures. Your company may follow a different sequence according to its business requirements. Table 11. 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. creates sales orders. including the required key information for an account Updates accounts (such as creating a sales opportunity). Siebel Communications Guide Version 8. designating parent-child relationships among an organization’s accounts Scenario for Accounts in Siebel Communications This scenario shows a sequence of procedures performed by an end user.1 Rev. primarily responding to customer inquiries and sales order requests Creates accounts for new customers. and tracks service requests or trouble tickets Creates account hierarchies. Role 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.

The caller wants a discount based on all the services he has at all three locations.1 Rev. however. since IVR (Interactive Voice Response) is unable to locate the account. Based on this conversation. the CSR creates the account hierarchy shown in Figure 3. The caller explains that he is the owner and CEO of a small company that develops specialized software for the high-tech industry.Accounts in Siebel Communications ■ Scenario for Accounts in Siebel Communications A customer service representative (CSR) receives a call from a prospective customer. A sales office is located in Birmingham. He wants to use the CSR’s company as its sole provider. ■ ■ ■ All services for the Northern England offices (Newcastle and York) will be billed on a single invoice. The Birmingham site will receive its own invoice. Account Hierarchy for Business Scenario 48 Siebel Communications Guide Version 8. The inbound call is arbitrarily routed to the CSR. and he wants to receive a statement for all services. England. Figure 3. The CSR first verifies that no account currently exists for the caller and then gathers the following information about the caller’s company: ■ It has these three service locations: ■ ■ ■ The headquarters or administrative office is located in Newcastle. A development office is based in York. each location will receive a statement. D .

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. see Siebel Security Guide. Example of Sequence for Accounts Setting Up External Organizations for Siebel Communications Administrators must set up external organizations to populate the selection boxes that appear in external organization fields throughout your Siebel application.Accounts in Siebel Communications ■ Setting Up External Organizations for Siebel Communications Based on this hierarchy. Figure 4 shows the sequence of procedures an end user might perform to manage accounts: Figure 4. D 49 . For more information about external organizations. The CSR accesses the customer’s account and updates the information. While on the phone with the customer. 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. the CSR checks the existing infrastructure to verify that the service is available in the customer’s neighborhood. one for York.1 Rev. Siebel Communications Guide Version 8.

Field Account Class Comments Distinguishes an account within an account hierarchy when dividing accounts into billing or service accounts. and complete the necessary fields in the Account record and the More Info form. Table 12.Accounts in Siebel Communications ■ Creating an Account in Siebel Communications (End User) The external organization appears in the selection box that is displayed when an end user enters an external organization field. processing requests. and so on. the accounts available for association in the Quotes and Entry views are determined by account classes. Other Equipment Infrastructure Infrastructure. those listed in Table 12. Account Team Determines who can access information about the account. For Account Class. end users can contribute information for tracking customer service. To create an account 1 2 3 Navigate to the Accounts screen. select Customer if you are creating a residential customer account. click the show more button in the form. To access more fields. D . 50 Siebel Communications Guide Version 8. Account Detail More Info Field Supplier Owner Owner Provider Work Orders Creating an Account in Siebel Communications (End User) An account forms the major link for entering detailed information about customers. but are not limited to. Screen Accounts Accounts Premises Examples of External Organization Fields View Equipment. In the link bar. The Billing Account and Service Account Explorers filter on this field. After adding accounts in Siebel Communications. For more information on account classes. viewing agreements. External organization fields include. see “About Accounts in Siebel Communications” on page 43.1 Rev. Also. Some fields are described in the following table. Add a new record to the Accounts list. click Accounts list.

For instructions about creating an account.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. an account named A/B Products. check this field. To create an account hierarchy 1 2 3 Navigate to the Accounts screen. The new parent ID automatically cascades to its child accounts. follow this procedure. click Accounts list. see “Creating an Account in Siebel Communications (End User)” on page 50. For example. If you do not want Assignment Manager to run. even though one or two locations fall in another account manager’s territory. which excludes certain activities from being performed. You must create the parent account before adding child accounts. follow the procedure described in “Changing a Parent-Child Account Relationship” on page 52. Siebel Communications Guide Version 8. Inc. add a record for each child account and complete the necessary fields. do not select Lock Assignment. D 51 . In the dialog box for associating addresses. When you search for an account or enter an account in another part of Siebel Communications. and AB Products.. Be sure to associate the new parent account at the top level.1 Rev. In the link bar. end users might need to move the entire hierarchy under a new account. Determines if the account is blocked centrally. Assignment Manager can reassign this account to another team according to its territory. the Premise check box indicates if the address is a premise. if you want to allow a commercial account with three different locations to be handled by the same account manager. In the Accounts list. To do so. NOTE: For mergers or acquisitions. Allows you to refer to accounts (and their sites) in the way that you prefer. Note that this field is different from account status. Setting Up an Account Hierarchy To create an account hierarchy. you can use a synonym instead of the actual name. reflecting the change. Good Standing Lock Assignment Site Synonyms Creating an Account Hierarchy in Siebel Communications (End User) Creating an account hierarchy consists of creating child accounts and associating them with a parent account. Description of the location or function of the account. A/B. For example. If you do not select Lock Assignment. such as headquarters or corporate or San Francisco. might have the following synonyms: AB.

In the Accounts list. D . To review the hierarchy for an account 1 2 Navigate to the Accounts screen. click the name of the account. select a different parent account in the dialog box. To change a parent-child account relationship 1 2 3 Navigate to the Accounts screen. and Service Accounts. Click the Account Hierarchy view tab. To display an account hierarchy as an organization chart. including corresponding aggregator accounts.1 Rev. Changing a Parent-Child Account Relationship To change parent and child account relationships in an account hierarchy. select the child account.Accounts in Siebel Communications ■ Reviewing an Account Hierarchy in Siebel Communications (End User) 4 In the Parent field. click Account Management. In the link bar. 52 Siebel Communications Guide Version 8. The explorer view displays accounts under the subfolders Accounts (shows all child accounts. To view the account hierarchy as an organization chart 1 2 3 4 Navigate to the Accounts screen. click one of these options: ■ To review the hierarchy for billing or service accounts. follow this procedure. follow this procedure. select the parent account from the dialog box. Reviewing an Account Hierarchy in Siebel Communications (End User) End users can review the entire account hierarchy to check its structure. regardless of class). and then expand the subfolders in the explorer tree. ■ To review all account hierarchies. Billing Accounts. The explorer view contains only those accounts for the designated account class. Scroll down to view the organization chart showing the account hierarchy. click Billing Account Explorer or Service Account Explorer. In the Parent field. and then expand the subfolders in the explorer tree. In the Accounts list.

A list of child accounts appears. call center agents generally need an overview of a customer’s account. To view a list of child accounts 1 2 3 4 Navigate to the Accounts screen. end users can access information on billing.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. The end-user views are: ■ Customer portal view (call center agent). Each view displays a specific piece of account information. follow this procedure.1 Rev. Specific views allow end users to find the information most relevant to them. Scroll down and select Account Org Hierarchy from the lower Show drop-down list. service. The sales representative does not need the account overview information available in the customer portal because she is normally not talking to the customer on the telephone while reviewing information for her report. ■ To access the Customer Portal view. depending on the system setup and the end user’s access rights. Siebel Communications Guide Version 8. and so on. Sales representatives access the same account information as call center agents. The customer portal view allows them to access the most commonly needed information in a compact presentation. Account views (sales representative). follow this procedure. D 53 . From all views. Accessing or Updating Account Information in Siebel Communications (End User) Siebel Communications allows end users to access the same account information through different views. but they might do it through the Account views. agreements. In the Accounts list. While talking to the customer. quotes. contacts. Most views allow end users to record interactions with a customer and to update the customer’s information. while preparing a report. a sales representative might want to review the usage details or order history for an account. Click the Account Hierarchy view tab. To access the Customer Portal view 1 Navigate to the Accounts screen. For example. according to the procedure they need to perform at that moment. click the name of the account.

In the link bar. equipment. The Customer Portal view appears with several lists and forms summarizing the account information. and Usage in Siebel Communications (End User) 2 In the Accounts list. To access the Accounts screen’s views. follow this procedure. and usage information for service customers.1 Rev. Monitoring Infrastructure. To view usage detail information 1 Navigate to the Accounts screen. follow this procedure. follow this procedure. To view an agreement for an account 1 2 3 4 Navigate to the Accounts screen. and Usage in Siebel Communications (End User) End users can record and monitor the infrastructure. click the Name field. click the name of the account. In the explorer tree. Equipment. expand the folder for the account. D . 5 Expand the folders and select the specific agreement or subagreement to view. 54 Siebel Communications Guide Version 8. In the Accounts list. To display usage details. Subfolders appear for the selected account’s agreements.Accounts in Siebel Communications ■ Monitoring Infrastructure. Equipment. NOTE: End users can either view the usage detail information or add telecommunications-related infrastructure information through the Premises screen as well. click select Agreement Accounts Explorer. Click a view tab to access specific information for that account. To access the account views 1 2 3 Navigate to the Accounts screen. To display the agreements that are associated with an account. Select the account.

D 55 . Click the Equipment view tab. from the drop-down list. To add installed or planned equipment 1 2 3 4 Navigate to the Accounts screen. Click the Usage Detail view tab. follow this procedure. 4 5 In the Usage Detail list. Type Siebel Communications Guide Version 8. click the name of the account. Some fields in the lists are described in the following table. In the Usage History list. including competitors and alliance partners. select the type of usage information you want to view. Choices change dynamically depending on the type of equipment you select. you should associate the installed and planned equipment for each of the customers’ various locations with the one account for that customer. Links equipment to type of service available for that equipment. select the service. You can also use these lists to record information about the equipment your customers own or plan to acquire For instance. If you create separate service accounts for customers with multiple locations. All options except Usage History and Usage Information display the information in charts. To add installed or planned equipment. In the Equipment or Other Equipment list. If you use a single account to represent a customer with multiple locations. Field Install Date Product Comments Date on which the equipment was installed. and Usage in Siebel Communications (End User) 2 3 In the Accounts list. Equipment. click the name of the account. you might record information about the premise equipment currently installed at a large apartment building or the future wiring needs of a developer.Accounts in Siebel Communications ■ Monitoring Infrastructure. Use the Equipment list to record and view items supplied by your company and the Other Equipment list to record and view items supplied by other companies.1 Rev. In the Accounts list. or the date on which the customer plans to purchase the equipment. The history displays period-by-period or monthly usage information about the account and service you selected. if your company offers digital service to high-end digital set-top boxes. add a record and complete the necessary fields. A list of services appears with usage history beneath it. Most of the other fields are populated automatically with data about the product you select. you can associate installed and planned equipment for a location with its corresponding service account.

Equipment. click the name of the account. Click the Infrastructure view tab.Accounts in Siebel Communications ■ Monitoring Infrastructure. To add telecommunications-related infrastructure 1 2 3 4 Navigate to the Accounts screen. Field Attribute Owner Value Comments Values change dynamically with your selection in the Service Type field. D . Some fields in the list are described in the following table. This may be especially important at large industrial or commercial sites such as factories. you should associate the infrastructure items at all the customer’s locations with the one account for that customer. you can associate infrastructure items at each location with its corresponding service account. Use this list to record information or attributes for the telecommunications-related infrastructure at the sites to which you provide services.1 Rev. If you use a single account to represent a customer with multiple locations. In the list. Specific information about the data in the Attribute field. Owner of the infrastructure item. In the Accounts list. and Usage in Siebel Communications (End User) To add related infrastructure. If you use multiple service accounts to represent a customer with multiple locations. 56 Siebel Communications Guide Version 8. add a record and complete the necessary fields. follow this procedure. warehouses. and office buildings.

It also describes the interrelationship among profiles. will benefit from reading this chapter. business functions. such as call center administrators.1 Rev. Lists. sales administrators. and sales managers. a billing profile contains the information needed to invoice the customer for products and services. you can customize the software to fit your company’s needs. and back-office systems. For example.4 Profiles in Siebel Communications This chapter explains some basic concepts regarding profiles and provides step-by-step instructions for creating them. 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. Administrators. D 57 . Siebel Communications Guide Version 8. After becoming familiar with the end-user procedures. and Products (End User)” on page 72 About Profiles in Siebel Communications A profile stores information required to perform a business function. 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.

trigger a fraud alert. and records the receipt of supporting information. 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. Profile Account Profiles Comments Allows for validation of an address against a master street address guide (MSAG) data source or other external database. estimate debt risk.x or earlier versions of Siebel Communications. 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 information about the fraud status of an account. it displays scores generated by that software. D . you want to use the new MSAG Profile view instead. when exceeded. If you used the Service Profile view in the 6. and contact requesting the statement. including number of copies. 58 Siebel Communications Guide Version 8. An account has one billing profile that can be used in multiple billing systems to produce a bill for the account.This helps provide an accurate address in the format needed for external applications. Contains information used to perform a credit check on the customer. Contains information needed to predict customer churn. Captures the bill run characteristics needed to invoice the customer for products and services.Profiles in Siebel Communications ■ About Profiles in Siebel Communications Profile Types Table 13 describes the account profiles available within Siebel Communications. Contains detailed information about an account’s location. Table 13. Contains information about an account when the customer is an organization rather than a residential account. It is generally associated with a billing account. media. and identify upsell and cross-sell opportunities. When integrated with a third-party predictive modeling package. such as an Emergency 911 database. Address Profile and MSAG Profile Billing Profile Customer Profile Exemption Profile Financial Profile Fraud Profile Loyalty Profile Site Profile Statement Profile NOTE: The order management module no longer uses the Service Profile view. It allows end users to set fraud thresholds that. You can also use the MSAG Profile as an example for creating other profiles relevant to your company. Records billing statement preferences.1 Rev.

Position End-User Roles and Responsibilities Description ■ ■ ■ Focuses on call center activities. Now. Table 14. the CSR chooses the correct match from the list the database sends back. added a contact for the account. After submitting each new address for validation. This guarantees that the proper address format is sent to the Emergency 911 database when the service is provisioned. including the required key information for a profile Creates profiles for new customers. the CSR creates a financial profile and a statement profile: ■ The CSR creates a financial profile for the top-level parent account because the customer’s company will have financial responsibility for all its accounts. She checks to see that the validated field has been automatically updated to indicate the procedure was completed. 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. Next the CSR creates unique profiles associated with individual accounts. D 59 . the customer service representative (CSR) has already created an account hierarchy.Profiles in Siebel Communications ■ Scenario for Profiles in Siebel Communications Profile Roles and Responsibilities Table 14 lists the employees who generally perform the procedures related to profiles. the CSR wants to validate its address against the MSAG (master street address guide) database or a similar external database. Each profile stores information necessary to perform a business function. Siebel Communications Guide Version 8. The financial profile includes all necessary information to perform a credit check on the company. for each service account in the hierarchy. and entered an address for the account. Your company may follow a different sequence according to its business requirements. Starting with the top-level parent account. modifies and adds profiles for existing customers Customer Service Representative Sales Representative ■ ■ ■ Scenario for Profiles in Siebel Communications This scenario shows a sequence of procedures performed by a customer service representative (end user). This scenario continues the “Scenario for Accounts in Siebel Communications” on page 47. primarily responding to customer inquiries and sales order requests Understands account hierarchies. For a new customer.1 Rev.

Profiles in Siebel Communications ■ Scenario for Profiles in Siebel Communications ■ 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. 60 Siebel Communications Guide Version 8. frequency of statement. such as the address. Next she creates an exemptions profile wherever subsidy and tax exemption information applies. Exemption profiles can be created for any level of the account hierarchy and are usually part of the initial account setup. Each billing profile stores information. number of copies of the statement required. contact person.1 Rev. The CSR then moves on to the billing subaccounts in the hierarchy and creates separate billing profiles for those subaccounts. All the profile information is required by the billing system so that the statement can be processed. which specifies how many floors the site has. billing frequency. Each statement profile is given a unique identifier within the CSR’s company’s billing system. and debit or credit card data for that account. and so on. and so on. She then creates statement profiles for several subaccounts so that those offices can receive informational statements for the amount of service used. a charitable organization will have a tax exemption status. The statement profile contains information. For example. D . They contain information that can also be passed to the billing system. such as the mailing address. contact. Then she creates a site profile for each service account. statement media type. where equipment is located within the site.

Business Scenario for Account Hierarchy and Profiles Siebel Communications Guide Version 8.Profiles in Siebel Communications ■ Scenario for Profiles in Siebel Communications Figure 5 shows the accounts and profiles needed for the customer’s account hierarchy discussed in the business scenario. NOTE: Siebel Communications does not restrict how end users build hierarchies. you must set the rules up within Siebel Business Applications.1 Rev. If you want to enforce certain rules. Figure 5. This diagram shows one recommended use of profiles for specific account classes. D 61 .

and back-office systems. and Back-Office Systems 62 Siebel Communications Guide Version 8. D . Figure 6. NOTE: For simple residential customer accounts (those not separated into billing and service accounts). profiles.Profiles in Siebel Communications ■ Scenario for Profiles in Siebel Communications Figure 6 on page 62 summarizes the interrelationship among accounts. Profiles. all profiles are directly associated with the customer account and not with subaccounts as shown in Figure 6 on page 62.1 Rev. Interrelationships Among Accounts.

However. Click the Profiles view tab. there is no need to have an exemption profile.1 Rev. Automatic Debit. In the link bar of the Profiles view. bill media. D 63 . For instructions on working with MSAG profiles. It reflects information from an external billing system. bill type. This information can be submitted to a back-office system. About Billing Profiles in Siebel Communications End users create a billing profile to invoice the customer for products and services. the billing profile record is successfully passed to the billing application only if the Name. To create or update a profile 1 2 3 4 5 Navigate to the Accounts screen. If the payment method is Automatic Debit. click the name of the Account. payment type. and Exp fields in the Credit Card Payment form contain data. A billing profile is generally associated with a billing account and may represent the legally binding agreement between the customer and the service provider. which may be the master repository for this information. or Bill Me. Additionally. if the payment method is Credit Card. and the customer’s email address for sending a bill electronically. if the billing application does not support exemption plans. click a profile type. When Siebel Communications is integrated with a third-party billing application through Oracle Application Integration Architecture. In the Accounts list.Profiles in Siebel Communications ■ Creating and Updating a Profile in Siebel Communications (End User) Creating and Updating a Profile in Siebel Communications (End User) At each level in the account hierarchy. a billing profile record is successfully passed to the billing application if the contact and address fields for the record contain data and if the payment method field for the record is Credit Card. Siebel Communications Guide Version 8. A billing profile contains such information as billing frequency. End users can associate more than one billing profile with an account. the billing profile record is successfully passed to the billing application only if the Account # and Routing # fields in the Automatic Debit form contain data. In the forms or lists that appear for that specific profile. but they must choose one billing profile as the primary billing profile. administrators need to make sure the application supports the specific type of profiles they want end users to maintain. end users can create one or more account profiles. update the information according to the step-by-step instructions in the next topics. see “Creating and Updating an Address Profile in Siebel Communications (End User)” on page 70. For example. NOTE: This section pertains to all profiles except Address (MSAG) Profiles. Credit Card #. The following topics describe the various profiles you can create using this procedure and the unique fields required for each.

The interval in which you bill the customer for service. See Step 8 to enter account replenishment details in this form. Select Postpaid if the customer pays after using the service. Click the Profiles view tab. end users can select any billing profile for the account that is associated with a quote. with an asset). Some fields are described in the following table. see “About Prebuilt Integration with Siebel Communications” on page 24. follow this procedure. All of the billing profiles for an account must have the same value in the this field. through an order line item. the billing profile is not successfully passed to the billing application. click the Name field for the account.Profiles in Siebel Communications ■ Creating or Updating a Billing Profile in Siebel Communications After billing profiles are created. or an order line item (and.1 Rev. Each account can have only one primary profile. and click the Billing Profile view tab. In the Accounts list. select an account in the Billing Accounts list. D . Frequency Payment Type 64 Siebel Communications Guide Version 8. If you select Prepaid. Creating or Updating a Billing Profile in Siebel Communications To create or update a billing profile in Siebel Communications. click Billing Profile. 5 Enter data about the profile for the account in the Billing Profile list fields. In the link bar of the Profiles view. For more information about Oracle Application Integration Architecture. Select this field to indicate that this profile is the most commonly applicable profile for the customer. the Top Up Preference form displays below the Billing Profile list. Select Prepaid if the customer pays before using the service. you can display the Billing Profile list if you navigate to the Billing Data Administration screen. To create or update a billing profile 1 2 3 4 Navigate to the Accounts screen. Alternatively. The Billing Profile list appears. then the Profiles view. an order. Field Name Primary Comments The name of the billing profile. If you create a billing profile with a different value in this field than the other billing profiles for the account. then the Accounts List view. a quote line item.

Some fields are described in the following table. the account is replenished. If you select another payment method. or Credit card. not to other customer cards. 8 Siebel Communications Guide Version 8. 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 Prepaid in the Payment Type field. 6 If you select Credit Card in the Payment Method field. D 65 . Email Bill To Auto Top-Up The email address to which the customer bill is sent.Profiles in Siebel Communications ■ Creating or Updating a Billing Profile in Siebel Communications Field Payment Method Comments The value in this field determines the fields available in the form for payment details. 7 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. This reason applies only to the card in the Payment Details view. When the account balance decreases to this amount. select this field if you discover that the card is blocked. ■ ■ If you select a payment method of Credit Card.1 Rev. the amount by which to replenish the account. Field Category Blocked Blocked Reason Comments Category of the payment card. The unit of measure for the top-up amount (for example. such as Debit. enter replenishment details for the account in the Top Up Preference form that appears below the Billing Profile list. the Automatic Debit form displays below the Billing Profile list. After you use an external system to verify a card. Some fields are described in the following table. Field Top-Up Amount U/M Threshold Amount Comments When the account is replenished. See Step 7. minutes or currency). See Step 6. enter credit card details for the account in the Credit Card Payment form that appears below the Billing Profile list. The reason the card is blocked. Procurement. the Credit Card Payment form displays below the Billing Profile list.

The billing application executes the replenishment. Customer’s eligibility for Lifeline assistance. About Customer Profiles in Siebel Communications End users create a customer profile for accounts when the customer is an organization rather than a residential account. such as financial and sales information about the customer.1 Rev. Date when Lifeline documentation was received. The interval in which a billing application automatically reviews the threshold amount to determine if the account balance needs replenishment. and it records the receipt of supporting information. The customer profile allows end users to capture relevant customer information. minutes or currency). D . 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. About Exemption Profiles in Siebel Communications End users create an exemption profile to list subsidy and exemption information for which the customer may be eligible. Some fields in the Exemption Profiles form are described in Table 15. Check this box to notify the contact for the account when the account is replenished. and to record information about the customer’s partners and competitors. 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. Section LIFELINE Exemption Profile Fields Field Effective Date Eligible Received Date Renewal Date Comments Date when Lifeline assistance becomes effective. An exemption profile includes fields to track when a subsidy or exemption takes place. Table 15. 66 Siebel Communications Guide Version 8. Date when Lifeline renewal is required.Profiles in Siebel Communications ■ About Customer Profiles in Siebel Communications Field Threshold UOM SMS Notification Frequency Comments The unit of measure for the threshold amount (for example.

or City exemption. Section Exemption Profile Fields Field Status Effective Date Comments Select from the Status drop-down list and the Effective Date calendar. TEL-ASSISTANCE About Financial Profiles in Siebel Communications End users create a financial profile to perform a credit check on the customer. These back-office systems perform credit checks for incorporated businesses or individuals. To verify a customer’s credit. 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. Tax Exemption number stores the number of the certificate that is issued for temporary exemption from tax. D 67 .1 Rev. Siebel Communications Guide Version 8. State. Siebel Communications submits a request to a back-office system or credit bureau.Profiles in Siebel Communications ■ About Financial Profiles in Siebel Communications Table 15. Select from the Status drop-down list and the Effective Date calendar. County. The backoffice system or credit bureau sends back a response that includes a credit score that determines if the customer is authorized by internal credit policy to subscribe to services.

social security number. 68 Siebel Communications Guide Version 8. To run a credit check 1 Set up the financial profile. Legal name of the company or corporation. 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. and driver’s license. However. For an unincorporated business. BANK Account Name Account # Bank Name Bank Branch Last Update Rating Source Update By CREDIT RATING Date the last credit check was performed. Customer’s bank information for the credit check. different fields may appear according to the Account Type you selected (for example. Section PROFILE Financial Profile Fields Field Contact Last Name and First Name Comments Contact for the account. Corporate Number Legal Entity Tax Profile Code This may be a business number as provided by a state. or in an external credit and tax system. click Credit Check. see “Creating and Updating a Profile in Siebel Communications (End User)” on page 63. The credit rating is typically produced by a credit bureau and indicates the customer’s ability to pay.1 Rev. billing address. or city government. Displays the code from standard tax categories that classify companies according to their tax aspects. For more information on creating a profile. Group that did the most recent credit rating. 2 In the Financial Profile form. Residential as the Account Type). Credit rating of the customer. corporate ID. county. The user ID of the person who last requested a credit check. and tax ID. D . Table 16. which reports a credit rating. This information is stored in an external billing system. The financial profile information is sent to an external system. credit check data includes name. This field is automatically populated with the name of the contact specified in the Primary Contact field.Profiles in Siebel Communications ■ About Financial Profiles in Siebel Communications Some fields in the Financial Profiles form are described in Table 16.

and identify upsell and cross-sell opportunities. while residing in the Loyalty Profile view. The Loyalty Profile view also contains key data used as input to a predictive modeling application. in the appropriate currency. project customer lifetime value. is not generated from within the Siebel applications. Threshold limit for calls to sensitive numbers that the customer can make. A marketing administrator can develop loyalty and retention campaigns based on these predictive scores. Some data. Threshold limit of the calls the customer can make. Table 17. End users can set up thresholds that. when exceeded. Threshold limit for domestic calls the customer can make. Maximum number of calls that can be made in a given period.1 Rev. The Loyalty Profile view contains scores generated by a third-party predictive modeling application pertaining to customer accounts. Expressed as a percentage. Maximum time that is allowed for a call. Siebel Communications Guide Version 8.Profiles in Siebel Communications ■ About Fraud Profiles in Siebel Communications About Fraud Profiles in Siebel Communications A fraud profile contains information about the fraud status of a customer account. Cost of the calls. 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 About Loyalty Profiles in Siebel Communications The Siebel industry solution for communications and media contains a Loyalty Profile. Field Fraud Profile Fields Comments Amount of credit the account is allowed. Select the overflow allowed for the threshold limits in the Calculator. D 69 . Some fields in the Fraud Profiles form are described in Table 17. Sensitive numbers may include high-priced calls such as those to 900 numbers. estimate financial risk. trigger the creation of a fraud alert. Threshold limit for international calls the customer can make. These scores help predict customer churn.

Statement profiles contain billing statement preferences.1 Rev. and contact requesting the statement. D . Table 19. This information can provide employees and partners with special delivery instructions or with useful site information to help determine the type of service available. Specifies if the site is inside or outside your company’s standard service territory. Organization that prints or distributes bills. 70 Siebel Communications Guide Version 8. Open Market Servicing Company Supply Characteristics About Statement Profiles in Siebel Communications End users can create multiple statement profiles for an account if the billing system supports this. Field 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. However. To access all fields. Creating and Updating an Address Profile in Siebel Communications (End User) End users can enter addresses without tight restrictions on formatting. Table 18. when provisioning services. Some fields in the Site Profiles form are described in Table 18. including number of copies. Some fields in the Statement Profile form are described in Table 19. Field Media Vendor Statement Profile Fields Comments Media on which the statement is to be transmitted. click the show more button in the form. tighter formatting restrictions may be required by a back-office system.Profiles in Siebel Communications ■ About Site Profiles in Siebel Communications About Site Profiles in Siebel Communications A site profile contains detailed information about an account’s location. media.

follow this procedure. or mailing materials through the Postal Service. The MSAG (master street address guide) format is available with the shipped product. Siebel Communications Guide Version 8. and complete the necessary information. click the name of the account. Validating an Address To validate an address. This could be a simple confirmation. Address Profiles allow multiple formats of one address to be stored. The Address list shows all the addresses associated with the account. In Siebel Business Applications. To validate an address 1 2 3 Navigate to the Accounts screen. but other formats can be added using Siebel Tools. end users might need to change some address fields. select the address you want to validate.Profiles in Siebel Communications ■ Creating and Updating an Address Profile in Siebel Communications (End User) To guarantee proper formatting. select Y. which supports manual address validation.1 Rev. Click the Address Profile view tab. end users must revalidate the address. Your company can either own the data outright or subscribe to a service that provides the data. NOTE: This behavior differs from the default behavior of the shipped product. a variety of service information can be returned or exchanged between systems. D 71 . After validating an address. If the address validation is integrated with an external data source. Determining the existing services and service provider at the address. The Address list appears with the MSAG Profile form beneath it. NOTE: The MSAG format adheres to the Local Service Order Guidelines (LSOG) v5 specification. When setting up additional formats. 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. To edit those fields. In the Accounts list. In the manual state. ■ ■ Each address profile format requires an external data source for validation. 4 5 6 In the Address list. use the MSAG Profile as an example. Scroll down to the MSAG Profile form. as described in this section. Forwarding updated information to an external database in the format necessary to guarantee consistency within that database after a service is activated. In the Validated field. selecting Y begins a search for possible addresses. the address needs to be validated against a back-office data source. selecting Y marks the MSAG Profile as validated. activating services. add a record. although in the case of wireline service moves.

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. My Social Circle. and Products (End User) A special rating list is a list of objects associated with a service. To revalidate an address ■ Follow the procedure for validating an address (“Validating an Address” on page 71). each with multiple list items. the MSAG profile becomes read-only with the exception of the Access Instruction and Descriptive Location fields. D . To update the profile. An example of a special rating list is a friends and family list. The Special Ratings feature in Siebel Communications takes advantage of the Extended Ratings Attribute feature in Oracle Communications Billing and Revenue Management. select the address that matches the customer’s address. Process of Managing Special Rating Profiles. which require special processing in the billing and rating applications. you can create multiple special rating lists. service. For more information about the Extended Ratings Attribute feature of Oracle Communications Billing and Revenue Management.1 Rev. These rules can also apply to non-voice services such as text messaging. see “Setting Up Special Rating Products in Siebel Communications” on page 73. a list of phone numbers that receive special rating considerations such as free airtime when calling other numbers in the list. For more information about special rating products. Lists. Revalidating an Address To revalidate an address. and assets that are defined for the phone numbers. follow this procedure. but click the ReValidate button after Step 4 on page 71 before continuing with the procedure.Profiles in Siebel Communications ■ Process of Managing Special Rating Profiles. For example. and might require a special rating list that captures the phone numbers for the plan. A special rating profile is a collection of special rating lists defined for an account. the user must revalidate the address. or account. Special rating lists provide a way to give special rates or discounts based on specific attribute. 72 Siebel Communications Guide Version 8. Under an account’s special rating profile. After the address has been validated. might define a friends and family plan. Lists. These lists contain phone numbers that are included in each special rating list. A special rating list’s billing considerations are determined by special rating rules or discounts defined in the external Oracle Communications Billing and Revenue Management application. consult the documentation for your Oracle Communications Billing and Revenue Management system. a special rating product named. For instance. and Products (End User) 7 In the dialog box containing addresses. calls made to certain telephone numbers might be charged by a billing system at a cheaper rate than normal calls.

a special rating product named. The following procedure describes how to set up a special rating product. see “Process of Managing Special Rating Profiles. To manage special rating products. Lists. might define a friends and family plan. You can define product rules for a special rating product in Siebel Communications. It is important to make sure that the name of a special rating product in Siebel CRM matches the corresponding Friend and Family ERA provisioning tag in Oracle Communications Billing and Revenue Management. For example. Siebel Communications Guide Version 8. 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 more information about service bundles. My Social Circle. see the chapter on employee asset-based ordering in Siebel Order Management Guide Addendum for Communications. see the chapter on basic product administration in Siebel Product Administration Guide. 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. 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. For example. You can also define pricing policies in Siebel Communications. see the chapter on employee asset-based ordering in Siebel Order Management Guide Addendum for Communications. they can be grouped in a service bundle named Wireless Service. For more information about setting up a product. see “About Service Bundles” on page 27. and Products (End User)” on page 72. 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 Setting Up Special Rating Products in Siebel Communications A Siebel product administrator can create a special rating product. For more information about special rating lists. Special rating products allow special ratings based on lists provided in the external billing system. A special rating product can be associated with a special rating list in a quote line item or a sales order line item. if Favorite Call List and Favorite Text List are special rating products. For more information about adding special rating lists and special rating products to a quote or a sales order.Profiles in Siebel Communications ■ Process of Managing Special Rating Profiles.1 Rev. special rating lists. You can add a special rating product to a service bundle. D 73 . such as eligibility and promotion constraints. and special rating list items in Siebel Communications. and would require a special rating list that captures the phone numbers for the plan. Lists.

Lists. then click the Special Rating Profile subview tab. Click the Product Detail view tab. Phone Number The maximum number of items that the special rating product can include. Null. then the Accounts List view. In the Products Detail form. Click the Profiles view tab. D . Lists.1 Rev. Special Rating. and Products (End User)” on page 72. In the Products list. Lists. and Products (End User)” on page 72. you might define a Friends and Family plan that can include a maximum of six phone numbers. Selected. 74 Siebel Communications Guide Version 8. To set up a special rating product 1 2 3 4 Navigate to the Administration .Profiles in Siebel Communications ■ Process of Managing Special Rating Profiles. For example. follow this procedure. and complete the necessary fields.Product screen. then the Products view. and Products (End User) This task is a step in “Process of Managing Special Rating Profiles. NOTE: The Special Rating Max Items field is editable only if the value of the Billing Type field is Special Rating. Track as Asset Billing Service Type Billing Type Special Rating Type Special Rating Max Items Creating Special Lists in Siebel Communications To create a special rating list in Siebel Communications under the account profile. Field Name Comments The value in this field must match the corresponding Friend and Family ERA provisioning tag in the external Oracle Communications Billing and Revenue Management application. and click the link in the Name field. Select the account for which you want to create a special rating profile. complete the necessary fields. This task is a step in “Process of Managing Special Rating Profiles. To create a special rating list 1 2 3 Navigate to the Accounts screen. Some fields are described in the following table. add a new record.

Scroll down to the Items list. including the area code and the extension. and Products (End User) 4 Create a new record in the Special Rating Profile list. for example. Create a new record for a phone number. Some fields are described in the following table. then the Accounts List view. Creating Special Rating List Items in Siebel Communications To create list items for a special rating list in Oracle’s Siebel Communications through the account profile. Defaults to blank. Descriptive information about the profile. System-generated and read only. D 75 . Field Phone Number Start Date End Date Comments Enter a phone number. The first record created is selected by default. Select the account for which you want to add special rating list items. if applicable. follow this procedure. Siebel Communications Guide Version 8. Some fields are described in the following table. Enter an external name for the list. Lists. and complete the necessary fields. then click the Special Rating Profile subview tab. Read only. Field Primary List Name Type Comments Last Sync Date Comments Select to designate the primary profile in the list. Date and time when the list was last synchronized with the external Oracle Communications Billing and Revenue Management application. and Products (End User)” on page 72. My Top 5 Personal Numbers. 1 2 3 4 5 6 Navigate to the Account screen. Date when the item is inactivated. This task is a step in “Process of Managing Special Rating Profiles.Profiles in Siebel Communications ■ Process of Managing Special Rating Profiles. In the Special Rating Profile list. and complete the necessary fields. Read only. select the special rating list to which you want to add list items. Select Phone Number to activate the Items list. and click the link in the Name field. Click the Profiles view tab.1 Rev. Special rating type. Date when the item is created. Lists.

Field Asset Asset Service Id Special Rating Max Items Root Asset Service Id Parent Asset Parent Asset Service Id Comments Name of the asset. 650 123 1234 Product name of the parent asset. System-generated and read only. D . NOTE: Synchronization includes only active items.1 Rev. for example. and Products (End User)” on page 72. On the Special Rating Profile tab. for example. Modifying Special Rating Lists in Siebel Communications (End User) To change the items on a special rating list. The Associated Assets list is read-only and displays active assets (that is. To modify a special rating list 1 Navigate to the Account screen. follow this procedure. different list items might have different Last Synchronized dates. Wireless Voice Service ID of the parent asset. then the Accounts List view. assets whose Status is not Inactive) that are currently associated with the selected special rating list item. This task is a step in “Process of Managing Special Rating Profiles. Lists.Profiles in Siebel Communications ■ Process of Managing Special Rating Profiles. Some fields are described in the following table. that is. Hence. 76 Siebel Communications Guide Version 8. for example. it becomes read-only. When the item is deactivated. 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. 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. items with End Date set to null. 7 View the assets associated with the selected Special Rating List item. 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. and Products (End User) Field Inactive Last Sync Date Comments Select this field to deactivate the item. Lists. that is. Date and time when the item was last synchronized with the external Oracle Communications Billing and Revenue Management application.

However. On the Installed Assets 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. 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. Changing the Association of Special Rating Lists in Siebel Communications You can change the association of a special rating list by selecting a different special rating list to associate with an asset. the Inactive flag for the item is still enabled. In the Special Rating Profile view. For more information about special rating product definitions. When the Inactivate field is selected. ■ Add a new item to the list. Lists. and click the link in the Name field. the item becomes read-only. and then click the Special Rating Profile subview tab. and click the link in the Name field. Lists. and Products (End User)” on page 72. Siebel Communications Guide Version 8. Modify the special rating list item by performing one of the following actions: ■ Deactivate a phone number by selecting the Inactive field. To change the association of a special rating list. Click the Profiles view tab. You can reactivate the item later. ■ 7 In the Special Rating Profile list. This restriction prevents data mismatches between the list instances and the list profile. follow this procedure. and Products (End User) 2 3 4 5 6 Select the account for which you want to modify a special rating profile. select the special rating list for which you want to modify special rating list items. see “Setting Up Special Rating Products in Siebel Communications” on page 73. Click the Installed Assets view tab.Profiles in Siebel Communications ■ Process of Managing Special Rating Profiles. then the Accounts List view. Scroll down to the Items list. D 77 . To change the association of a special rating list 1 2 3 4 Navigate to the Account screen.1 Rev. Select the account for which you want to modify a special rating list. This task is a step in “Process of Managing Special Rating Profiles. The following restrictions apply when modifying a special rating list: ■ You cannot add more list items than the maximum number of items defined for the associated special rating product. and select the special rating list item that you want to modify. select the asset associated with the special rating list item whose association you want to change.

change the Special Rating list to a different list.1 Rev. 78 Siebel Communications Guide Version 8.Profiles in Siebel Communications ■ Process of Managing Special Rating Profiles. D . and Products (End User) 5 Click Modify. Siebel Communications changes the Action Code of the line item (list product) to Update. Lists. 6 In the Line Items list. Siebel Communications displays a Special Rating Profile list associated with the selected asset and prompts you to create a new quote or sales order.

or service requests. End users can use Siebel Communications to: ■ ■ ■ ■ Record and track business and personal contact information Create and track a list of activities for a contact View a contact profile View information about trouble tickets and service requests that are associated with a contact Scenario for Contacts in Siebel Communications This scenario shows a sequence of procedures performed by a call center manager (administrator) and call center agent (end user). Siebel Communications Guide Version 8.5 ■ ■ ■ ■ ■ ■ ■ Contacts in Siebel Communications This chapter discusses these procedures and provides instructions for performing them. trouble tickets. opportunities. Your company may follow a different sequence according to its business requirements.1 Rev. Siebel Communications helps you manage contacts and associate contact data with accounts. D 79 . 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 About Contacts in Siebel Communications A contact is someone about whom you or your company needs to keep business or personal information. Customer service representatives and field service representatives are examples of end users who might use contact management functions.

a sales team is also known as a contact access list. Figure 7 shows the sequence of procedures that an end user might follow to manage contacts. The agent adds information to the customer’s contact profile and provides the needed service by creating a trouble ticket without leaving the Contacts screen. Their company may choose to use passwords for an additional level of verification. End users can view all contact records that they create. To add a contact 1 Navigate to the Contacts screen. In a contact record. The agent verifies that the caller is already registered as a contact by using a query on the contact’s name. Figure 7. the customer states an interest in purchasing a particular product. If an end user adds a contact to an account or opportunity and that account or opportunity has an associated sales team. D . After the call. The agent then logs the activity. members of the sales team can also view the contact.Contacts in Siebel Communications ■ Adding a Contact in Siebel Communications (End User) A call center agent receives a call from a customer with a service problem. the agent sends a follow-up email to the customer to verify that the action was taken. Example of Sequence for Contact Management Adding a Contact in Siebel Communications (End User) End users need to add contacts and verify that particular contacts are established customers.1 Rev. During the call. 80 Siebel Communications Guide Version 8. so the agent associates an opportunity with the contact.

or delete activities for a contact. To add information to a contact profile 1 2 3 4 Navigate to the Contacts screen. designate one as the primary account by selecting the Primary field for that account. add a record and complete the necessary fields. Click the Profile view tab. Creating a Contact-Related Activity in Siebel Communications (End User) End users can add. For more information about adding contacts. Modifying a Contact Profile in Siebel Communications (End User) End users can modify a contact profile. In the Account field. In the Contacts list. click the name of the contact. In the Profile form. D 81 . In the Contacts list. In the Activities list. If there is more than one account associated with this contact.1 Rev. To add an activity to a contact 1 2 3 4 Navigate to the Contacts screen. Siebel Communications Guide Version 8. see Siebel Applications Administration Guide. Add a new record to the Contacts list. click Contacts List. select one or more accounts in the dialog box. Click the Activities view tab. Contact profiles are distinct from account profiles. click the name of the contact. and complete the necessary fields in the record and the More Info form. complete the necessary fields. modify.Contacts in Siebel Communications ■ Modifying a Contact Profile in Siebel Communications (End User) 2 3 4 In the link bar.

some fields cannot be modified.” To associate a contact with a trouble ticket 1 2 3 4 Navigate to the Contacts screen. For more information. NOTE: If the trouble ticket status is set to Closed. click the name of the contact. Contacts and Opportunities End users can use Siebel Communications to associate an opportunity with a contact.1 Rev.Contacts in Siebel Communications ■ Associating a Contact with a Trouble Ticket in Siebel Communications (End User) Associating a Contact with a Trouble Ticket in Siebel Communications (End User) End users can associate a contact with a trouble ticket. change the status to Open or Pending. In the Trouble Tickets list. and in the Trouble Ticket Detail form. see Siebel Applications Administration Guide. A similar method can be used to associate a contact with a service request. see Chapter 12. Contact Correspondence End users can use Siebel Communications to send email to a contact. 82 Siebel Communications Guide Version 8. see Siebel Applications Administration Guide. If an email application and Oracle’s Siebel Office are installed. Additional End-User Tasks for Contact Management in Siebel Communications For descriptions of other tasks related to contact management. “Service Requests and Trouble Tickets in Siebel Communications. To modify these fields. the message content can be automatically generated. add a record and complete the necessary fields. see Siebel Applications Administration Guide. drill down on the Ticket Id hyperlink. For more information about Trouble Tickets. or more information. Click the Trouble Tickets view tab. In the Contacts list. D .

support renewal agents. examined.6 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Agreements and Entitlements in Siebel Communications 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 About Agreements and Entitlements in Siebel Communications Agreements and entitlements may be used by customer service representatives. This topic defines agreements and entitlements and discusses the relationship between them. Complex agreement can have multiple levels. field service representatives. D 83 . service managers. see Siebel Applications Administration Guide and Siebel Field Service Guide. revised. processes. and guidelines. associated with other records. a company’s product lines. or in the market. and printed. limitations. An agreement typically includes detailed descriptions of pricing. terms. each with different terms. Siebel Communications can manage complex commercial agreements as well as simple residential agreements. For further procedures and information related to agreements and entitlements. provide. legal rights.1 Rev. 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. Agreements Defined An agreement is a legally binding document that defines the obligations to offer. account managers. coverage. and discounts. conditions. Siebel Communications Guide Version 8. Agreement and entitlement data is stored in agreement and entitlement records that must be created. Agreements are often revised to reflect changes in the company. conditions. and contract administrators.

discounts. Agreement and Entitlement Relationships The relationship between agreements and entitlements is as follows: ■ ■ ■ An agreement can have one or more entitlements. Specify the days and hours during which service will be provided (for example. services. Some types of agreements are defined below: ■ A contract is an agreement that typically covers an ongoing relationship between a vendor and a customer. Quotas. Examples of entitlements include response time metrics and service level metrics. 84 Siebel Communications Guide Version 8. The accounts and contacts associated with agreements may be different from the accounts and contacts associated with an entitlement. number of phone calls allowed. service agreements. agreements may be associated with multiple accounts. and so forth). contacts. It spells out a customer’s rights to receive service. number of on-site visits allowed. and warranty. service level. profiles. A service agreement is a type of agreement that defines a service relationship. letters of intent. Specify the amounts of service the customer can receive (for example. or products. rentals or leasing. discounts. special rates. An agreement that is associated with an entitlement can specify that all contacts or products should receive support under the entitlement. A metric is a type of provision (for example. master service agreements. D . subcontractor work orders. maintenance. work orders. nondisclosure agreements. including the price. However. Entitlements are associated with customers through their service-level agreements (see “Types of Agreements” on page 84). Entitlements Defined An entitlement defines the level of support to which a customer is entitled. and entitlements. 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. Types of Agreements Many different types of agreements can be created in Siebel Communications. This type of agreement specifies such things as base price. Monday to Friday and 9 to 5). support requirements.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. This type of agreement is legally binding and may specify such things as products. A sales agreement is an agreement that is typically related to a specific sale. Service agreements have specific components that include: ■ ■ ■ ■ Service Calendars. letters of understanding. terms. 2 hours). response time) combined with a value for that provision (for example. service level agreements. and support renewals. This provides blanket contact service agreements and blanket product service agreements. including contracts. accounts. sales agreements. price protections. An entitlement can have one or more metrics. and financing.1 Rev.

contacts. Account information for the customer is already present in Siebel Communications. Specify the accounts. A service level is a quantitative measurement that is usually expressed as a percentage. These agreements are linked to one another as parent and child agreements. quotes. end users can designate the main agreement as a master agreement and then generate its associated subagreements. An agreement library is a data repository developed by your company’s sales and legal organizations.1 Rev. Siebel Communications Guide Version 8. as well as the metrics being used. Your company may follow a different sequence according to its business needs. this topic presents two different business scenarios. After reviewing several proposals and discussing different offerings and services. and products that are covered. A service level agreement can also be part of a larger service agreement. Scenarios for Agreements and Entitlements in Siebel Communications Agreements for commercial customers and residential customers may be managed differently. End users can create parent-child relationships among agreements. and sample executive summaries. Data from which to build agreements comes from the agreement library in Siebel Communications. As examples. sample cover letters. Larger transactions may need a customized collection of boilerplate agreement sections. Over the past two months. An account manager has been working with a commercial customer for the past two months on an opportunity to supply 100 new subscriptions and rented handsets to the customer’s office. or the percentage of problems fixed within a required time frame. To reflect this feature. the percentage of asset uptime. If. It includes information such as recommended and required text for agreement sections. D 85 . answers to agreement questions. a large commercial account requires a master agreement and one or more subagreements. Master Agreements and Subagreements Small and uncomplicated transactions may only need a standard boilerplate agreement. the account manager has created and maintained the opportunity. and proposals in Siebel Communications. for example. Sales involving multiple products and staggered delivery schedules may need agreements with customized content within the customized collection of agreement sections. Scenario for a Commercial Customer This scenario shows a sequence of procedures performed by an account manager (end user).Agreements and Entitlements in Siebel Communications ■ Scenarios for Agreements and Entitlements in Siebel Communications ■ Entitlements. a service level may be the percentage of parts received on time out of those requested. the company’s owner has accepted the account manager’s most recent proposal and has requested a service agreement for the current quote. ■ A service level agreement (also referred to as an SLA or a service support level) is a type of service agreement that defines a customer’s entitlements and assets.

The account manager then uses Siebel Communications to generate a physical service agreement. Figure 8 shows the sequence of procedures that might be used to manage commercial agreements. When the order is created. Example of Sequence for Agreements (Commercial) Scenario for a Residential Customer This scenario shows a sequence of procedures performed by a customer service representative (end user) at a local office. the account manager creates an agreement record with basic information such as account name.1 Rev. the account manager prints the finished service agreement for the owner’s approval and signature. Next. 86 Siebel Communications Guide Version 8. If necessary. which is connected to Siebel Communications at Greenwich mean time (GMT). A residential customer with an existing service agreement decides to purchase a wireless handset for her daughter. he creates an order. She visits an authorized dealer to complete this transaction. Siebel Communications then places the text in a Microsoft Word document. and a general description of products and services to be covered.Agreements and Entitlements in Siebel Communications ■ Scenarios for Agreements and Entitlements in Siebel Communications First. The dealer looks up her agreement in the dealer's back-office system. 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. Using a predefined agreement template that the account manager selects. D . He next selects the appropriate terms to add to the agreement and specifies contacts for this agreement. Siebel Communications associates the new service with the agreement. Figure 8. effective date. Finally. the account manager can manually edit the Word document to personalize it for the customer. Your company may follow a different sequence according to its business needs.

Document screen. In the link bar. To set up a template for the Auto Document feature 1 2 3 4 5 6 Navigate to the Administration . NOTE: You must designate one agreement template as the default for the Auto Document feature to work. In the Business Object field. In the Default field. then the Proposal Field Mapping view. When the order is created. When the order is complete. D 87 . and click Save.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. Siebel Communications issues requests to the appropriate back-office applications to provision the daughter's new wireless service. add a record for the mapping information. add a record and complete the necessary fields: a b In the Mapping Name field. click Proposal Templates. select the name you just created. Figure 9 shows the sequence of procedures that might be used to manage residential agreements. select the check box if you want to make this template the default one. In the Business Objects list. Figure 9. select Service Agreement.1 Rev. Complete the necessary fields. Siebel Communications Guide Version 8. Siebel Communications associates the new service for the daughter with the mother's agreement. Finally. Siebel Communications automatically updates the agreement with the new service. In the Templates list. Example of Sequence for Agreements (Residential) Setting Up Templates for the Auto Document Feature of Siebel Communications Administrators must set up agreement templates for the Auto Document feature to work properly.

this field identifies the master or parent agreement. 88 Siebel Communications Guide Version 8. If the current agreement is a subagreement or child agreement. To access more fields. User-assigned name for the agreement. This field is for information only. To verify that a template appears as an agreement template. Some fields are described in the following table. In the Template drop-down list. In the Agreements list. The date the agreement expires. the primary account is visible in the form.Agreements and Entitlements in Siebel Communications ■ Adding an Agreement in Siebel Communications (End User) c d In the Category field. Field Account Comments Name of the account that the agreement covers. The date on which the agreement becomes effective. which cannot be changed or updated. To verify the template appears as an agreement template 1 2 3 Navigate to the Agreements screen. Agreement # Approver Effective End Name Parent Agreement PO# Agreement number. To add an agreement 1 2 Navigate to the Agreements screen. add a new record and the necessary fields in the record and the More Info form. follow this procedure. select Agreement. Purchase order number. Automatically generated. A member of the agreement team who is authorized to approve the agreement. select the template file to use. add a record. unique ID. In the Documents list. Adding an Agreement in Siebel Communications (End User) End users can add an agreement record to the Siebel Communications database. click the show more button in the form. D . In the Template File Name. verify that the template appears as an option. then the Documents view. If multiple accounts are associated with this agreement.1 Rev.

select an agreement. respectively. The Products field and Services field amounts equal the Total Extended Price for Products and the Total Extended Price for Services. complete the necessary fields. Creating and Printing an Agreement Document in Siebel Communications (End User) End users can prepare and print an agreement for use as a contract document. The Total field displays the total price for the shipment. D 89 . shipping charges. The date on which agreement functionality becomes effective. Siebel Communications Guide Version 8. Adding Agreement Terms and Generating Totals in Siebel Communications (End User) Agreement terms include information such as payment method. In the Terms & Totals form. Service Start Team Valid Indicates that this is a service agreement. The agreement totals are calculated automatically and displayed in the Totals form. and credit card number. To add terms to an agreement and generate a total 1 2 3 4 5 Navigate to the Agreements screen. The value is set to 1 when the agreement is created and is incremented whenever the agreement is revised. People working on the agreement. From the Show drop-down list. Agreement totals summarize the charges relating to the service for which the agreement is created. Vendor Name of vendor who originally sold the agreement. select All Agreements. This field is checked when entitlements are considered and when preventive maintenance actions are initiated. In the Agreements list.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. Click the Terms & Totals view tab. Indicates that the agreement is valid.1 Rev.

Template on which to base the agreement. 90 Siebel Communications Guide Version 8. In the link bar. In the Documents list.Agreements and Entitlements in Siebel Communications ■ Associating an Agreement with an Order in Siebel Communications (End User) To create and print an agreement document 1 2 3 4 5 Navigate to the Agreements screen. select All Agreements. Field Draft Name Name Template Comments Filename for the generated agreement. and inserts specific information from the current agreement record. Name of the agreement document record. click Auto Document. The document is automatically associated with the agreement record. To associate an agreement with an order 1 2 Navigate to the Orders screen. Associating an Agreement with an Order in Siebel Communications (End User) End users can associate agreements with orders. NOTE: If you receive an error message about a template. 7 In the Documents list. Save the Word document. For instructions. A Microsoft Word application window appears with the draft agreement displayed. select an agreement. Click the Documents view tab. complete or modify the fields. see “Setting Up Templates for the Auto Document Feature of Siebel Communications” on page 87. Some fields are automatically populated. check the template setup. In the Agreements list.1 Rev. Some fields are described in the following table. 6 If necessary. D . 8 9 Edit and print the Word document. click Sales Orders list or Service Orders list. click Generate Draft. Siebel Communications assembles the standard agreement sections into a Microsoft Word file according to the template you selected. as necessary. From the Show drop-down list.

To associate an agreement with a service item 1 2 3 4 5 6 Navigate to the Quotes screen. D 91 . 11 Complete the necessary fields in the order. 4 In the Agreement Name field. add a record and complete the necessary fields for the service to be ordered. This allows companies to track detailed agreements at the item level of a product bundle. In the Quotes list. 13 Verify that the line items from the quote appear. select a price list. select an agreement in the Agreement Name field. In the Product field. 7 8 9 Scroll down and click the Line Item Detail subview tab. and click Submit. 14 In the Price List field. 15 Submit the order to change the status to Open. click the show more button in the form. In the Line Item Detail form. select a product. select an agreement in the dialog box. Drill down on the Name hyperlink. click the Orders view tab. select an existing quote or add a record. In the Line Items list. NOTE: The dialog box contains only those products with the “Track as Asset” field selected in the Product Administration screen. Siebel Communications Guide Version 8. In the Line Items list.Agreements and Entitlements in Siebel Communications ■ Associating an Agreement with a Service Item in Siebel Communications (End User) 3 Add a new record to the Sales Orders or Service Orders list and complete the necessary fields. Associating an Agreement with a Service Item in Siebel Communications (End User) End users can associate agreements with service items. complete the necessary fields. To access more fields. 12 Drill down on the Order # hyperlink. In the Quote form. 10 Click the Sales Order or Service Order button.1 Rev. More Info view.

click Revise. In the link bar. when a customer orders a new service that is not covered by the existing agreement. 3 Expand the folder for the data document. notes. click the name of an agreement.1 Rev. D . Subfolders appear for the selected agreement’s associated agreements. Consequently.x) where x is the revision number. The agreement name in the Name field is changed to name (. 4 Expand the subfolder. 92 Siebel Communications Guide Version 8. Viewing Agreement Details in the Explorer in Siebel Communications (End User) End users can use the hierarchical format of the Agreement explorer to view agreements and examine associated information. When end users revise an agreement. or to update information that already exists in the agreement.Agreements and Entitlements in Siebel Communications ■ Revising an Agreement in Siebel Communications (End User) Revising an Agreement in Siebel Communications (End User) End users create a revision to an agreement to add a new clause or term. In the More Info form. for example. End users might do this. or when their company modifies its discount rates. To examine agreement details in the Explorer 1 2 Navigate to the Agreements screen. To revise an agreement 1 2 3 Navigate to the Agreements screen. click Explorer. entitlements. In the Agreements list. A data document appears for each of the parent-level agreements your company has with its customers. The individual records appear as a series of data documents below the subfolder and as rows in the list. The original agreement is saved as revision 1. activities. When an agreement is revised: ■ ■ The respective revision number is increased by one. revision records allow you to track the history of any agreement. Siebel Communications preserves a record of each earlier version of that agreement. and products and services.

Siebel Communications Guide Version 8. D 93 .1 Rev. The details of the record appear highlighted in the list.Agreements and Entitlements in Siebel Communications ■ Viewing Agreement Details in the Explorer in Siebel Communications (End User) 5 Select a record.

D .1 Rev.Agreements and Entitlements in Siebel Communications ■ Viewing Agreement Details in the Explorer in Siebel Communications (End User) 94 Siebel Communications Guide Version 8.

It is also used by end users. a premise acts as a grouping of service points. but premise records are specifically used to track addresses at which a company might offer services. such as distribution network planners. to which communications services can be delivered. apartment. or land parcel to which your company offers communications services. This chapter explains the concept of a premise and describes procedures you can use to manage the creation and maintenance of premise records. such as billing addresses outside the company’s service territory. and managers of customer service representatives.7 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Premises in Siebel Communications 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 About Premises in Siebel Communications The premises functionality of Siebel Communications is used by administrators. D 95 . and so on. such as a building. In Siebel Communications. field service engineers. A premise record stores the address of a building. such as customer service representatives. Nonservice account addresses have a variety of uses.1 Rev. land parcel. Siebel Communications also stores nonservice addresses that are associated with particular customers. Siebel Communications Guide Version 8. apartment. A premise is an address that identifies a physical location. field service operations managers. It also describes typical procedures that end users might use when working with premise records. Premise records are never deleted from the system and can therefore be used to track asset and service usage even if the premise becomes unoccupied.

with the premise. the field service operations manager creates an activity to notify the network planning department that the local network needs maintenance. the Service Point is used as the service item identifier. creating a service point for the phone jack.Premises in Siebel Communications ■ Scenario for Setting Up Premises in Siebel Communications Premise records also track service points. such as a telephone number or IP address. using Siebel Enterprise Integration Manager. and a data access line is connected to a port on a switch. Premise information can be imported into Siebel Communications either periodically in batches. D . Typically this identifier is automatically assigned by an external system. is used as the service item identifier. The CSR notes that static has been reported several times before and creates a service request documenting the repeated problem. A service point is an asset that is installed at a particular service location and represents a network delivery point. In these cases. Premise information can also be entered manually. Before creating a service request. 96 Siebel Communications Guide Version 8. or through real-time integration with a third-party application. The ordering process initiates an activity that directs field service engineers to the site. he views general information about the premise and looks to see if there are any existing service requests associated with the premise. see Siebel Field Service Guide. Every instance of a service delivered to a particular premise needs a unique identifier. for example. Some services. A customer calls your company to set up telephone service at a new house. and field service operations manager. Finally. She also associates the service point with the premise. such as cellular phone services. which contains a hookup wiring schematic. Most services are provided through a physical network connection. The field service engineers then connect the house to the telephone network. With physical network connections.1 Rev. a logical identifier. do not require a physical network connection. field service engineer. Scenario for Setting Up Premises in Siebel Communications This scenario shows a sequence of procedures performed by a customer service representative (end user). called a service item identifier. such as a phone jack. In addition. phone service is connected to a phone jack. The CSR who accepts the call first verifies the caller and the caller’s location. she calls to report static on the telephone line. Six months after the occupant moves in to the house. she enters some information related to the premise as a note and then associates an electronic file. The customer service representative (CSR) who accepts the call creates an account for the customer and orders the service and service point (phone jack). For more information about setting up an asset. A field service operations manager changes the status of the account address record to a premise in Siebel Communications. Your company may follow a different sequence according to its business requirements.

Premises in Siebel Communications ■ Scenario for Setting Up Premises in Siebel Communications Figure 10 shows the sequence of procedures that might be used to set up a residential premise. Example of Sequence for Initial Setup of a Residential Premise Siebel Communications Guide Version 8.1 Rev. Figure 10. D 97 .

Creating a Premise Before the Account Exists To add a premise before the customer account exists. Once the address is validated as a premise. Figure 11. The All Premises list appears with the More Info form beneath it.Data screen. follow this procedure. view information associated with premises. and associate other records with premises. In this case. End users can view premise information. The method you use depends on if an account for the customer who will occupy the premise has already been established. To add a premise before the customer account exists 1 Navigate to the Administration . About Adding a Premise Record There are two ways to add a premise record.1 Rev. ■ You can add a premise record before the customer who will occupy a premise is known. the association is made automatically when the premise is added to the account addresses. the address is flagged as a premise by an administrator. If an account for the customer who will occupy a new premise has already been established. D . When a customer moves into the premise and requests service. 98 Siebel Communications Guide Version 8. then the Premises view. there is no existing customer account with which to associate the premise. Example of Sequence for Maintenance of a Residential Premise Setting Up Premises in Siebel Communications (End User) Only administrators can set up premise records.Premises in Siebel Communications ■ Setting Up Premises in Siebel Communications (End User) Figure 11 shows the sequence of procedures that might be used to maintain a residential premise. a new address will be added to the account addresses. ■ Use one of the following procedures to create a premise.

Number that identifies the sequence in which the meters at the premise are read. Name of the meter reading route to which the premise belongs. The Addresses list appears with the Address form beneath it. Some fields are described in the following table. check the Premise field. 5 In the list.Premises in Siebel Communications ■ Registering a Premise Hookup in Siebel Communications (End User) 2 In the form. Total number of floors at the premise. follow this procedure. D 99 . Creating a Premise When the Account Exists To add a premise when the customer account already exists.1 Rev.Data screen. Field Bill Group Buildings Floors Read Route Read Sequence Comments ID of the billing system batch or group to which the premise belongs. In the All Premises list. select an Address. Registering a Premise Hookup in Siebel Communications (End User) Premises can be associated with one or more service points. To add a premise when the customer account already exists 1 2 3 4 Navigate to the Administration . add a record and complete the necessary fields. select the new premise and complete the necessary fields in the form. In the Addresses list. Click the Service Points view tab. Total number of buildings at the premise. click Premises. select a premise. The All Premises list appears with the More Info form beneath it. In the Address form. then the Addresses view. see the table in “Creating a Premise Before the Account Exists” on page 98.Data screen. For a description of some fields. then the Premises view. To add a service point and associate it with a premise 1 2 3 Navigate to the Administration . In the link bar. Siebel Communications Guide Version 8.

In the Service Points list. 5 6 In the dialog box. D . Verifying a Premise in Siebel Communications (End User) End users can verify the premise that a caller is referring to by looking up the premise record. Click the Activities view tab. add a record and complete the necessary fields. In the Premises list. 100 Siebel Communications Guide Version 8.1 Rev. complete the necessary fields. To associate an activity with a premise 1 2 3 4 Navigate to the Premises screen. Associate a product with this service point. Field Location Product Comments Description of the location of the service point. The Service Points dialog box appears with a list of service points that are not associated with any premises. Removal Date Associating an Activity with a Premise in Siebel Communications (End User) End users can create an activity and associate it with a premise to: ■ ■ Remind themselves of procedures related to a premise that they must perform. Some fields are described in the following table. Date on which the service point is removed from the premise.Premises in Siebel Communications ■ Associating an Activity with a Premise in Siebel Communications (End User) 4 In the Service Points list. To look up a premise 1 Navigate to the Premises screen. add a record. select an existing service point or click New to create a new service point. In the Activities list. click the address of a premise. Communicate procedures related to a premise that other members of the organization must perform. Only products in which the value in the product’s Type field is Service Point and Service Type is not null are available for selection.

click the name of a premise. “Accounts in Siebel Communications. Usage history is displayed as data in lists and charts. The Meter Points list displays service point information for that premise. see the table in “Creating a Premise Before the Account Exists” on page 98. see Chapter 3. End users can view usage history through either the Premises screen or the Accounts screen. This is useful for resolving billing inquiries from customers who have recently moved into the premise. In the Premises list. click the name of a premise. In the Service Point Services list. click the name of a premise. To view usage history for a service point 1 2 3 4 5 Navigate to the Premises screen. Click the Meter Points view tab.” NOTE: Usage data may reside in an external data repository and be viewed in Siebel Communications if that type of integration has been set up. D 10 1 . drill down on the Service Point hyperlink. Siebel Communications Guide Version 8. Click the Meter Points view tab. For a description of some fields.1 Rev. Populated automatically based on selection of Product. select a record. For instructions for viewing usage history through the Accounts screen. In the Premises list. Field Product Service Type Comments Name of the product that is the service point. In the Meter Points list. Viewing Service Point Information in Siebel Communications (End User) End users can view service point information for the premise. Viewing Usage History in Siebel Communications (End User) End users can view usage history for a service point associated with a premise. Some fields are described in the following table.Premises in Siebel Communications ■ Viewing Service Point Information in Siebel Communications (End User) 2 In the Premises list. To view service point information for a premise 1 2 3 Navigate to the Premises screen.

The upper list displays accounts and the lower list displays service requests. select an account. drill down on the SR Number field. Two Service Requests lists appear. The upper list displays accounts and the lower list displays service requests. To view more detailed information about the service request.1 Rev. 4 5 6 In the upper list. In the lower list. To view a service request associated with a premise 1 2 3 Navigate to the Premises screen. click the name of a premise. 102 Siebel Communications Guide Version 8. Adding a Service Request for a Premise in Siebel Communications (End User) End users can add a service request by creating a new service request in the Service Request view of the Premises screen. In the Premises list. Click the Service Requests view tab.Premises in Siebel Communications ■ Viewing Service Requests for a Premise in Siebel Communications (End User) 6 In the Usage History list. click the name of a premise. select a service request. 4 In the upper list. To add a service request for a premise 1 2 3 Navigate to the Premises screen. select the information you want to view from the drop-down list. D . select an account. In the Premises list. Click the Service Requests view tab. Two Service Requests lists appear. Viewing Service Requests for a Premise in Siebel Communications (End User) End users can view service requests associated with a premise.

To add infrastructure information to a premise 1 2 3 Navigate to the Premises screen. click the name of a premise. Describes the response your company gives to the service request. Adding Infrastructure Information in Siebel Communications (End User) End users can create a record containing infrastructure information that is associated with a premise through an account. Some fields are described in the following table. Click the Infrastructure view tab. Ranking to help you prioritize service requests internally. In the Premises list. Describes the seriousness of the problem. select an account. Field Attribute Owner Value Comments Changes dynamically according to the value selected in Service Type. D 10 3 . In the lower Infrastructure list.Premises in Siebel Communications ■ Adding Infrastructure Information in Siebel Communications (End User) 5 In the lower list. Siebel Communications Guide Version 8. The Priority ranking does not have to be the same as the severity. system-generated number that identifies the service request. Customer or account that owns the infrastructure item. Two Infrastructure lists appear. add a record and complete the necessary fields. Field Owner Priority Comments Person handling the service request.1 Rev. Information about the data in the Attribute field. The upper list displays accounts and the lower list displays infrastructure. add a record and complete the necessary fields. The Severity ranking does not have to be the same as the priority. Severity Severity of the service request or impact on the customer. 4 5 In the upper list. SR Number Unique. Some fields are described in the following table.

end users can store additional information relating to a premise in the database by associating an electronic file with the premise record. see Siebel Applications Administration Guide. end users can store additional information relating to a premise in the database by adding a note and associating it with the premise record.1 Rev. For directions for associating a note to a record. Customer Accounts When a new customer requests service from your company.” Sales Orders When a customer requests a new service. D .Premises in Siebel Communications ■ Additional End-User Tasks for Premise Management in Siebel Communications Additional End-User Tasks for Premise Management in Siebel Communications For descriptions of other procedures related to premises. For more information about verifying and locating a caller. end users need to create an account for the customer. For directions for associating an attachment with a record. end users first verify and locate the caller. Premises and Notes At any time. see Siebel Order Management Guide Addendum for Communications. see Siebel Fundamentals. see Siebel Bookshelf. It might also be installed locally on your intranet or on a network location. see Siebel Fundamentals. end users must create a sales order. NOTE: The Siebel Bookshelf is available on Oracle Technology Network (OTN) and Oracle E-Delivery. Caller Verification When receiving an inbound call. For more information about creating a customer account. see Chapter 3. For more information about creating a sales order. “Accounts in Siebel Communications. Premises and Attachments At any time. 104 Siebel Communications Guide Version 8.

revised. or delivered to a customer site. and allows you to track the asset’s location. Siebel Communications Guide Version 8. An asset can be a physical product or a service product. The procedures described in this chapter are primarily used by customer service representatives. For example.1 Rev. Siebel Communications uses both the asset number and product name to track the asset. An asset is tracked at an asset number level. and a location. phone handsets. turned on at. allows you to create an asset before purchase. field service representatives.8 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Assets in Siebel Communications 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 About Assets in Siebel Communications An asset is a product or product component that has been purchased by a customer and installed at. a phone jack and a DSL connection can have the same asset number for different products. The asset management system records the location of serialized products and product components. It is the combination of these two fields that makes an asset unique within Siebel applications. D 10 5 . An asset has attributes. and tracks the movement of these assets from inventory locations to customers or employees. support renewal agents. examined. Asset data is stored in records that can be created. telecommunications services. and Internet services that are active at specific customer sites. associated with other records. Examples include phone pagers. Therefore. the same asset number can be shared by different products. service managers. Asset management and tracking are important parts of help desk systems and field service applications. and contract administrators. a configuration. For more information about assets. and printed. account managers. see Siebel Field Service Guide. Siebel Communications tracks purchases. Asset records are used by customer service representatives (CSRs).

This would typically be done by a field service agent. For more information. Your company may follow a different sequence according to its business requirements. the customer calls to report a product failure.Assets in Siebel Communications ■ Scenario for Setting Up Assets in Siebel Communications Assets cannot be deleted. For more information. see Siebel Order Management Guide Addendum for Communications. who contacts the customer to verify the usage before determining if the service should be suspended. End users can use these methods to create or modify assets: ■ ■ ■ Manually in the Assets screen. Manually in the Activity Part Tracker view. At a later time. A few weeks later. see Siebel Enterprise Integration Manager Administration Guide. see Siebel Field Service Guide. so even inactive services remain in the dialog boxes for selection. The CSR creates a service request for the problem and associates it with the asset component. The CSR associates the backup system asset with the customer’s service as a related asset. provided the product is serialized. the CSR views their details to identify the failed component. For another customer. the billing system shows an exception (usage data beyond the normal range). D . A CSR processes an order for a telecommunications service.1 Rev. The CSR reviews the history of services for the asset and sees nothing out of the ordinary. This alerts the CSR. which creates an asset for the root service and each component. The customer also orders a backup system. For more information. Noticing that the service has components. Scenario for Setting Up Assets in Siebel Communications This scenario is an example of a sequence performed by a customer service representative (end user). The CSR enters a change request and associates it with the customer’s asset. 106 Siebel Communications Guide Version 8. Automatically using the Siebel Communications application’s order management process. New or modified asset records can also be automatically received from an integrated third-party asset management system. for which the CSR creates an asset. the customer calls again with a suggestion for improving the service.

Assets in Siebel Communications ■ Creating an Asset in Siebel Communications (End User) Figure 12 summarizes the sequence an end user might use to manage asset information in Siebel Communications: Figure 12. Example of Sequence for Assets Creating an Asset in Siebel Communications (End User) End users can create assets and enter asset information in Siebel Communications. see Siebel Order Management Guide Addendum for Communications.1 Rev. Siebel Communications Guide Version 8. To create an asset 1 Navigate to the Assets screen. For instructions. as shown here. D 10 7 . NOTE: Assets can also be created through the order management module.

and complete the necessary fields in the record and the More Info form. 108 Siebel Communications Guide Version 8. select All Assets. D . Displays either the serial number set in the service point or the service ID from the order.1 Rev. 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. Field Account Asset # Qty Serial # Comments Account associated with the asset. In the link bar. Some fields are described in the following table. add a record and complete the necessary fields. To associate a related asset with a primary asset 1 2 3 4 5 Navigate to the Assets screen. Viewing Hierarchical Information for an Asset in Siebel Communications (End User) End users can view the hierarchical information for assets. In the Relationships list. including the relationships of assets and their components. To view hierarchical information for an asset 1 2 Navigate to the Assets screen. To access more fields. click Assets Explorer. An asset with which other assets are associated is a primary asset. In the Assets list. From the Show drop-down list. click the show more button in the form. Populated with a default number generated by Siebel Communications. such as backup or option. click the name of the primary asset. Click the Relationships view tab. Accepts any string consisting of 100 or fewer characters.Assets in Siebel Communications ■ Associating Related Assets with a Primary Asset in Siebel Communications (End User) 2 Add a new record to the Assets list. Quantity of the asset.

such as installation or part replacement. To create a transaction for an asset 1 2 3 4 5 Navigate to the Assets screen. From the Show drop-down list. In the Transactions list.Assets in Siebel Communications ■ Creating a Transaction for an Asset in Siebel Communications (End User) 3 4 In the explorer tree. To view components associated with an asset 1 Navigate to the Assets screen. End users can create transactions for an asset. D 10 9 . Expand the asset branch to display subsidiary records. Creating a Transaction for an Asset in Siebel Communications (End User) An asset transaction captures the movement of components of an asset. the part installed in the main asset). add a record and complete the necessary fields. When you click the asset name in the explorer tree. Siebel Communications Guide Version 8. Viewing Components Associated with an Asset in Siebel Communications (End User) End users can view components that are associated with an asset. Field Asset # Transaction Comments Number of the subasset (component) associated with the transaction (for example. click the name of the asset. as appropriate. NOTE: Components are automatically added. Some fields are described in the following table. select All Assets. Click the Transactions view tab. when you add some transactions in the Transactions view. The fields are the same as those in the Assets lists in the All Assets or My Assets view. In the Assets list.1 Rev. select an asset. Date and time of the transaction. the Assets list highlights the asset selected in the explorer and displays further details on the right side of the view. Components or subassets are generally set up when the asset is created.

Adding a Change Request to an Asset in Siebel Communications (End User) End users can add change requests to an asset by either creating new change requests or associating existing change requests with the asset. In the Assets list. Field Last Name Owner SR # Comments Name of the account contact. You can select more than one owner.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. D . click the name of the asset. In the Assets list. click the name of the asset.1 Rev. In the Service Requests list. Unique. Adding a Service Request Associated with an Asset in Siebel Communications (End User) End users can add service requests associated with an asset. To add a service request associated with an asset 1 2 3 4 5 Navigate to the Assets screen. Click the Service Requests view tab. add a record and complete the necessary fields. system-assigned number for the service request. Click the Change Requests view tab. From the Show drop-down list. From the Show drop-down list. select All Assets. Some fields are described in the following table. To add a change request associated with an asset 1 2 3 4 Navigate to the Assets screen. Click the Components view tab. In the Assets list. select All Assets. Owners of the service request. click the name of the asset. The Components list displays information about the components. select All Assets. 110 Siebel Communications Guide Version 8.

In the Usage History view. Services are associated with service points when a CSR submits a New or Modify order for a service. 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. Kind of product addressed by this change request. Indicates if this change request has been assigned to an employee for resolution. select All Assets. but they cannot add a service point from this view. Field Area Owner Priority Subarea Substatus Type Comments General product area where the change request has occurred.Assets in Siebel Communications ■ Viewing Service Points and Services in Siebel Communications (End User) 5 In the Change Requests list. For instructions for adding a service point. Person assigned to deal with the change request. D 11 1 . see the chapter about the employee use of order management in Siebel Order Management Guide Addendum for Communications. select the service. see “Registering a Premise Hookup in Siebel Communications (End User)” on page 99. from the drop-down list. To view service point and service information 1 2 3 4 5 Navigate to the Assets screen. In the Assets list. For more information. Type of change request. select an option. Priority assigned to fixing this problem. Click the Service Point Services view tab. To see various types of usage information for a service: a b In the Service Point Services list. When a CSR submits a Disconnect order. From the Show drop-down list. the service is made inactive. click the name of the asset. Siebel Communications Guide Version 8. Viewing Service Points and Services in Siebel Communications (End User) End users can view the services associated with each service point and usage details for each service. Some fields are described in the following table.1 Rev.

Assets in Siebel Communications ■ Viewing Service Points and Services in Siebel Communications (End User) 112 Siebel Communications Guide Version 8.1 Rev. D .

sales representatives can manage their sales opportunities for business and residential customers. Specifically.9 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Opportunities in Siebel Communications 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 About Opportunities in Siebel Communications An opportunity is any lead that could result in a sale. Through Siebel Communications. see these guides: Siebel Communications Guide Version 8. D 11 3 . from creation to closure Update information about opportunities as they move through the sales cycle Generate quotes based on opportunities Use opportunity profiles to record additional information and review customer responses to predefined questions Administrators involved with opportunities will benefit from reading this chapter. For information about hierarchical products or multiple price types with recurring and nonrecurring fees. while others are created by your company’s sales representatives. It describes how your CSRs create and update opportunities. After becoming familiar with the end-user procedures. Some opportunities are generated from campaign leads. you can customize the software to fit your company’s needs.1 Rev. they can: ■ ■ ■ ■ ■ ■ View a list of all opportunities in the database or only those opportunities specifically assigned to them Create new opportunities Track the status of an opportunity through the sales cycle.

and designates the stage of the sale. estimates the potential revenue for the sale. Back at her office. Then she creates a new opportunity and associates it with this new account. Next she associates products with the opportunity and specifies product information. the sales representative creates a new account and enters contact information in Siebel Communications.Opportunities in Siebel Communications ■ Scenario for Creating Opportunities in Siebel Communications ■ ■ ■ Siebel Product Administration Guide Siebel Pricing Administration Guide Siebel Order Management Guide Addendum for Communications Scenario for Creating Opportunities in Siebel Communications This scenario shows a sequence of procedures performed by a sales representative (end user). To evaluate some preliminary quotes for the prospective customer. such as the product type. She enters that customer account as a partner for the opportunity. D . The prospective customer also mentions that his company is expanding to an additional location. During that conversation. and pricing. She updates the product information and notices that the additional product triggered an overall discount generated by the rules established through Siebel Communications. She asks the prospective customer to complete a form and assures him that she will be in contact with specific product pricing. As part of the opportunity description. She calls the prospective customer to set up a meeting to go over her quotes.1 Rev. she determines that he might also be interested in another product that her company offers. a sales representative meets the director of a small company. she indicates the probability for the sale. she creates several quotes. After confirming the meeting for the next day. she hangs up and continues her preparations for the meeting. quantity. The sales representative enters that location as a related site for the same opportunity. Your company may follow a different sequence according to its business requirements. She also reviews setup fees and recurring fees for the products. who expresses interest in purchasing several products from the sales representative’s company. 114 Siebel Communications Guide Version 8. While doing so. it occurs to her that another customer might be able to take advantage of the same discount. she selects the top-level product name to ensure proper revenue calculations. For products containing subproducts. While attending a trade show.

To create an opportunity 1 Navigate to the Opportunities screen. they should create a new record. Every time end users identify an opportunity.Opportunities in Siebel Communications ■ Creating an Opportunity in Siebel Communications (End User) Figure 13 summarizes the sequence an end user might use with opportunities in Siebel Communications: Figure 13. Example of Sequence for Opportunities Creating an Opportunity in Siebel Communications (End User) An opportunity is generated in the Campaigns screen or is added manually. Siebel Communications Guide Version 8. D 11 5 . then the Opportunity List view.1 Rev.

116 Siebel Communications Guide Version 8. To access more fields. Source Type field reflects the source type associated with this selection. Probability of completing the sale. In the Opportunities list. This allows them to track all important information for a customer. D . add a new record. Source of the data. Select the opportunity.Opportunities in Siebel Communications ■ Associating an Account with an Opportunity in Siebel Communications (End User) 2 In the Opportunity list. Sales team member associated with the opportunity. and complete the necessary fields in the new record and the More Info form. select an account in the dialog box. Expected revenue in specific currency. To associate an opportunity with an account 1 2 3 Navigate to the Opportunities screen. 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. Associating an Account with an Opportunity in Siebel Communications (End User) End users can associate an opportunity with an account. click the show more button in the form. Only managers can change the Primary field for a sales team member.1 Rev. in the Account field. Some fields are described in the following table. You are assigned as primary for opportunities you create. Associating a Product with an Opportunity in Siebel Communications (End User) End users can associate products with an opportunity and provide customers with detailed information on the products that interest them.

all products end users can associate with the opportunity or quote must be defined as Price List line items. The revenue will not be accurate until a quote is configured and the opportunity is updated from it. In the Opportunity list. select a price list. or update an opportunity with product information taken from the Quotes view. In the Quotes list in the Opportunities screen. Siebel Communications cannot generate revenue line items for the Opportunity. see Siebel Product Administration Guide. view all quotes for an opportunity.Opportunities in Siebel Communications ■ Creating a Quote for an Opportunity in Siebel Communications (End User) To associate a product with an opportunity 1 2 3 4 5 Navigate to the Opportunities screen. click the name of an opportunity.1 Rev. 5 6 7 In the Price List field. the Extended Price of the quote line item must be more than 0. In the Product field. add a record and complete the necessary fields. In the Products list. Click the Products view tab. To create a quote for an opportunity 1 2 3 4 Navigate to the Opportunities screen. certain conditions must be met: ■ In the Product Administration view. In the Opportunity list. D 11 7 . the number of occurrences must be greater than 0 for the product. A new quote is created with default values in some fields. drill down on the Name hyperlink. In the Quotes list. ■ ■ ■ In the Price List list in the Quotes screen. click Auto Quote. click the name of an opportunity. In the Line Items view of the Quotes screen. If these conditions are not met. Complete the necessary fields for the new quote. In the Quotes list. Siebel Communications Guide Version 8. select a product in the dialog box. the Price List must be selected (see “Associating a Product with an Opportunity in Siebel Communications (End User)” on page 116). For the updating opportunity feature to work. Click the Quotes view tab. The Quote form appears with the Line Items view beneath it. For more information. Creating a Quote for an Opportunity in Siebel Communications (End User) End users can create a quote for an opportunity.

NOTE: For further information about line item details. Click the Profile view tab. and Disc Price fields in the Line Item Detail form. Field Extended Price MRC Subtotal NRC Subtotal UofM Comments Calculated by multiplying the net price by the quantity. add a record and complete the necessary fields. The script guides them through a series of questions to answer. Nonrecurring charge. In the Opportunity list. default product information is populated for some line item fields. see Siebel Order Management Guide Addendum for Communications. For a one-time fee. they can use charts to see which opportunities qualify as part of their target market or they can use queries to find opportunities that match specific criteria. D . 118 Siebel Communications Guide Version 8. click the name of an opportunity. When the products are added to the quote as line items. NOTE: Administrators specify much of the product information through the Product Administration screen. Monthly recurring charge. 9 To modify line item details: a Scroll down and click the Line Item Detail subview tab. For recurring fees. such as per month or per quarter. This adds revenue line items to the opportunity for every one-time or recurring charge for every product. After answering the questions. To create a profile for an opportunity 1 2 3 Navigate to the Opportunities screen. value is for each unit. Disc Amount.Opportunities in Siebel Communications ■ Creating a Profile for an Opportunity in Siebel Communications (End User) 8 In the Line Items list. value indicates time period. click the Update Opportunity button. Unit of Measure depends on price type.1 Rev. 10 In the Quote form. b To adjust a discount. Some fields are described in the following table. Creating a Profile for an Opportunity in Siebel Communications (End User) End users can launch a call script that helps them define qualifying information about an opportunity. edit the Disc %. For example. end users can later analyze the information.

End users can associate accounts for satellite offices or subsidiaries to the opportunity. To associate a partner with an opportunity 1 2 3 4 5 Navigate to the Opportunities screen. More Info view. Associating a Site with an Opportunity in Siebel Communications (End User) The Opportunity Account defines the primary account related to the opportunity. click the name of an opportunity. Associating a Partner with an Opportunity in Siebel Communications (End User) The Opportunity Account field defines the primary account related to the opportunity. Click the Related Sites view tab. add a record. Click the Partners view tab. it must have a check mark for the Partner field in its account form. When additional accounts are involved in an opportunity. D 11 9 .1 Rev. In the Partners list. select an account in the dialog box. In the Related Sites list. In the Opportunity list. To associate a related site with an opportunity 1 2 3 4 5 Navigate to the Opportunities screen. Siebel Communications Guide Version 8. click Script to launch the wizard. click the name of an opportunity. Answer the questions in the script. In the Add Partner dialog box that appears. The dialog box lists only accounts that have the Partner field selected in the Accounts screen. add a record. select an account. For an account to appear in the list of partners. In the Opportunity list. In the Account field. end users add them to the opportunity as partners.Opportunities in Siebel Communications ■ Associating a Site with an Opportunity in Siebel Communications (End User) 4 5 In the Profile form.

” For more information about entering a contact. “Accounts in Siebel Communications.” 120 Siebel Communications Guide Version 8. D . see the chapter on opportunities in Siebel Applications Administration Guide.1 Rev. see Chapter 3. see Chapter 5. “Contacts in Siebel Communications. end users often first create an account and enter contact information.Opportunities in Siebel Communications ■ Additional End-User Tasks for Opportunity Management in Siebel Communications Additional End-User Tasks for Opportunity Management in Siebel Communications For descriptions of other procedures related to opportunities. Account and Contact Creation When adding a prospective customer to the database. For more information about creating a customer account.

1 Rev. you can customize the software to fit your company’s needs. current unbilled charges. such as the customer’s last statement. After becoming familiar with the end-user procedures. record payments against an outstanding balance. CSRs can also arrange payment plans.10 Billing in Siebel Communications This chapter includes the following topics: ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ “About Billing in Siebel Communications” on page 121 “Scenario for Billing in Siebel Communications” on page 122 “Generating Credit. It describes how your CSRs access billing information and update billing accounts. or request adjustments to the customer’s records in the event of an incorrect bill. Siebel Communications Guide Version 8. That information is stored temporarily in Siebel database tables. D 12 1 . Billing processes are integrated with an external billing system that Siebel Communications accesses to retrieve information. Using Siebel Communications. Fraud. and Usage Information in Siebel Communications” on page 124 “Setting Up the Invoice Image Feature in Siebel Communications” on page 125 “About Accessing or Updating Billing Information in Siebel Communications (End User)” on page 126 “Process of Accessing or Updating Billing Information in Siebel Communications (End User)” on page 128 “Entering Payment Against an Outstanding Balance in Siebel Communications (End User)” on page 135 “Entering Payment Against an Outstanding Balance in Siebel Communications (End User)” on page 135 “Viewing Usage Details in Siebel Communications (End User)” on page 139 “Viewing Unbilled Charges in Siebel Communications (End User)” on page 140 “Process of Creating Adjustments in Siebel Communications (End User)” on page 141 “Process of Making Payment Arrangements in Siebel Communications (End User)” on page 151 “Requesting a Duplicate Invoice in Siebel Communications (End User)” on page 153 “Updating a Billing Profile in Siebel Communications (End User)” on page 154 “Additional End-User Tasks for Billing Management” on page 154 About Billing in Siebel Communications This chapter describes the procedures for handling customer inquiries about their invoices. usually performed by customer service representatives (CSRs). CSRs can retrieve past invoices. Administrators involved with billing will benefit from reading this chapter. and other invoice details.

she notices that the customer is being charged a city tax. The customer has been paying this amount for the last few months. Scenario for Billing in Siebel Communications This scenario shows a sequence of procedures performed by a CSR (end user). record billing preferences. she can enter an adjustment request against either the entire invoice or specifically against a line item in that invoice. She first retrieves the customer's billing details information for the December billing period. To reimburse him for the error. A CSR at a telecommunications company receives a call from a business customer. or store tax exemption information. Germany. While looking at the invoice details.1 Rev. international) and informs the customer that all calls were made to the same number in Frankfurt. For detailed information. 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 customer realizes that an employee has been making calls without the customer's knowledge. The CSR reviews the unbilled charges and reports that there are no unusual charges. The customer has just received his December invoice for wireless services and believes that his company was overcharged for international phone calls. The CSR looks at a list of recent invoices and finds the December statement. Your company may follow a different sequence according to its business requirements. The results of these messages can also be stored in Siebel Communications database tables. see Overview: Siebel Enterprise Application Integration. allowing CSRs to resolve them in real-time. however. She decides to associate the request with the invoice line item in this case. With the Siebel front-office system. For instructions on setting up profiles that are used to run credit ratings. and sees if this international calling pattern is consistent. She then sorts the calls by rate plan (that is. It is not. The CSR verifies the caller's identity and then accesses the customer's billing information. 122 Siebel Communications Guide Version 8. Your company is responsible for performing the integration of Siebel Communications with billing systems. The CSR mentions to him that he can request a block placed on his account for all international calls by creating a fraud profile for his account. She also checks to see the other invoices for other months. see “Profiles in Siebel Communications” on page 57. the CSR can access billing information as if it were stored locally. The CSR wants to discuss the individual international calls to confirm the company made these calls. She brings up an image of the invoice and notices that the customer has been charged $300 for international calls. primarily maintained in an external billing system. from which his company should be exempt. D .Billing in Siebel Communications ■ Scenario for Billing in Siebel Communications Performance of the billing screens depends on both the configuration and speed of retrieval from the external billing system. The customer asks to check his calls for the current month to make sure that there will not be unexpected surprises in the next month's invoice. The customer has a specific question about various international calls in his December invoice.

Before hanging up. the customer has one last request. so he wants to spread out the payment over the next three months. D 12 3 . The customer thanks him for his time and hangs up. and submits the payment for processing by the external billing system. The CSR finds the most recent invoice. this adjustment amount will be credited immediately to the balance of the account of the customer and will be printed on the customer’s next invoice. His recent invoice was considerably higher than normal. selects the appropriate Bill Media.Billing in Siebel Communications ■ Scenario for Billing in Siebel Communications She enters the amount of the tax and explains the reason for the request. she accesses the customer's exemption profile and makes a note that he should be exempt from city tax. After lunch. The external billing system processes the request and approves it in a few moments. and enters his email address. She creates a payment against the invoice. The CSR goes to his billing profile. she enters the payment arrangement request and notes the special circumstances. which is for the month of January. the CSR receives a phone call from another customer. The customer would also like to pay his outstanding balance. enters the customer's credit card information. After the CSR verifies that his credit is still good. so that he will not be incorrectly charged in the future. who needs to arrange a payment plan. He would like to start receiving invoices by email. She then submits the adjustment for processing by the external billing system. Before she forgets. Siebel Communications Guide Version 8.1 Rev. If it is accepted. 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.

1 Rev. you can create credit. End users do not have access to the view. Exclusively for testing purposes. Example of Sequence for Billing Generating Credit. and Usage Information in Siebel Communications Siebel Communications contains a view for administrators that simulates an external billing system. fraud. For this reason.Billing in Siebel Communications ■ Generating Credit. 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: Figure 14. Fraud. From that view. they are not part of release documentation. 124 Siebel Communications Guide Version 8. CAUTION: Siebel Communications billing administration views are part of the Billing Management option. Fraud. D . these views are used to simulate an external billing system and therefore should not be used in a production environment. and usage details for a billing account.

In the Host Administration list. NOTE: In the Name field. The image is returned in HTML format and is not stored within the Siebel application. if that feature has been set up by the administrator. run a query for BillStatement. In the appropriate list. OutsideApplication displays the image in a new pop-up window. URL for the bill image to appear. Fraud Alerts. The image now points to the specified URL. Siebel Communications Guide Version 8. Name of your invoice host. In the Billing Accounts list. Click the Credit Alerts. add a record and complete this information: Field Name Virtual Name Comments Name of your invoice host. choose Symbolic URL Administration. select the BillStatement record. and usage information 1 2 3 4 Navigate to the Billing Data Administration screen. Setting Up the Invoice Image Feature in Siebel Communications End users can request the image of a customer’s bill from the external billing system.Billing in Siebel Communications ■ Setting Up the Invoice Image Feature in Siebel Communications To generate credit.Integration screen. add a record and complete the necessary fields.1 Rev. Select the name entered in Step 2. complete this information: Field Fixup Name Host Name URL Comments InsideApplet displays the image within the current applet. Name of your invoice host. This is an identifier and should match the Virtual Name. In the Symbolic URL list. fraud. D 12 5 . then the WI Symbolic URL List view. BillStatement is the name of the control defined in Using Siebel Tools. 3 4 From the Show drop-down list. or Usage Detail view tabs. 5 In the Bill Statement record. To set up the invoice image feature 1 2 Navigate to the Administration . 6 Restart the application. click the name of the account.

Among other tasks. although other methods may exist. The Billing Portal view summarizes the billing information that a call center agent would most likely need to review while talking to a customer. such as the balance. end users can access information on billing. depending on the system setup and the end user’s access rights. 126 Siebel Communications Guide Version 8. and pending financial transactions (credit and debit) that have not yet been applied to the balance. such as the account balance. This is useful if customers claim that they have already made a payment and that the balance is not correct. The Billing Portal view serves as a starting point for most customer inquiries. Most views allow end users to record interactions with a customer and to update the customer’s information.1 Rev. D . It also makes it easy for call center agents to handle the most common transactions associated with invoices. NOTE: The procedures described in this chapter contain the most frequently used method for performing each task. payment history. ■ Access the usage history of different services that the customer has so that unexpected hikes can be explained to the customer. and adjustment history. the Billing Portal views allow call center agents to: ■ ■ ■ Review the account status. From these views. delinquency information. End-User Views The end-user views are: ■ Billing Portal view (call center agent). View the history of payments and adjustments. View the most recent invoices of a customer and drill down to access detailed information about an invoice. invoice history. end users can find the information most relevant to them. By selecting one view or another.Billing in Siebel Communications ■ About Accessing or Updating Billing Information in Siebel Communications (End User) About Accessing or Updating Billing Information in Siebel Communications (End User) Siebel Communications allows end users to access the same invoice information through different views. including which view to access. according to the procedure they need to perform at that moment.

end users can select a date and time. where they record payments. Information is read-only. Takes end users to the Invoices screen. Takes end users to the Account More Info form. Usage Detail hyperlink. Account Balance Invoice History Displays information from the Invoices screen. Invoice # hyperlink. These views are generally accessed to reply to customer complaints regarding a specific charge on the bill. Pay button. such as adjusting an invoice. such as recording payments or adjusting balances. ■ Invoices views (call center agent). Payment History Displays the payment history for the account. Line Items view. Table 20 describes the information available in the Billing Portal view. Takes end users to the Adjustment Requests view. Table 20. Request # hyperlink. Takes end users to the Invoices screen. Unbilled Charges view.Billing in Siebel Communications ■ About Accessing or Updating Billing Information in Siebel Communications (End User) ■ Begin transactions. Refresh button. where a payment has been created to settle the entire account balance. and can also select the time zone.1 Rev. requesting a bill duplicate. Profiles view. recording a payment against the invoice. Takes end users to the Invoices screen. Unbilled Charges hyperlink. The Invoices views allow call center agents to view all bill details. Billing Profile form. End users can edit this information. Payments More Info view. Time Zones in Date-Time Fields The search functions of the Billing Profile views include Start Date and End Date fields. Information is read-only. Updates the information with the most current data. Information is read-only. Siebel Communications Guide Version 8. Information is read-only. D 12 7 . More Info view. Retrieves this information from an external billing system. Takes end users to the Accounts More Info form. Adjustment History Displays a subset of the information from the Invoices screen. Payments view. Line Items subview. The Invoices views also allow call center agents to start transactions. Adjustment Requests view. Takes end users to the Accounts screen. Views Account Billing Portal View Description Displays account information that corresponds to the Accounts screen. Displays balance information for the account. which are used to search the billing information using date range criteria. Payment # hyperlink. Invoices subview. In these fields. Usage Detail view. Additional Info Billing Profile hyperlink.

Siebel Communications allows end users to view charges associated with a billing account. This task is a step in “Process of Accessing or Updating Billing Information in Siebel Communications (End User)” on page 128. 128 Siebel Communications Guide Version 8. enables the feature that converts the date and time values to UTC format. and send the values selected by users in UTC format (ISO Standard). “Accounts in Siebel Communications. see Chapter 3. NOTE: Some customers have a consolidated billing account for a number of service items. Process of Accessing or Updating Billing Information in Siebel Communications (End User) To find and display billing information. end users record information at the invoice level. service account. unbilled usage. bills. You can return to the billing profile portal from the views accessed through the portal by clicking the Billing Profile link at the top of the view. These details include balance groups. End users can navigate to the billing profile portal to view details about a billing profile. follow this procedure. They can view invoice details. after selecting the invoice. In addition. For most other transactions. For more information about accounts and subaccounts. end users first find the billing account.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.” To access billing information through the Billing Portal view.1 Rev. or parent account. they can view the image of an alreadysent invoice bill in HTML format. The UTCCanonical user property. and adjustments. payments. when set to Y. perform the following tasks: ■ ■ ■ ■ ■ ■ ■ ■ “Accessing Billing Information” on page 128 Viewing Balance Groups for a Billing Profile on page 129 Viewing Unbilled Services for a Billing Profile on page 130 Viewing Bills for a Billing Profile on page 131 Viewing Payments for a Billing Profile on page 132 Viewing Adjustments for a Billing Profile on page 132 Viewing Account Balances for Nonpaying Accounts on page 133 “Viewing Invoices” on page 134 Accessing Billing Information To resolve customer inquiries. where they generally record payments. D . such as line items. End users can access the most recent invoice or retrieve past invoices.

In the Account Summary view. and click the link in the Name field of the appropriate billing profile. for that billing profile. end users can view balance groups.Billing in Siebel Communications ■ Process of Accessing or Updating Billing Information in Siebel Communications (End User) To access the billing profile portal 1 2 3 Navigate to the Accounts screen. Except for the Adjustments view. ❏ For a paying account. 4 In the Balance Summary form. Viewing Balance Groups for a Billing Profile In a billing profile.1 Rev. for that billing profile. if any. if any. along with rolled-up amounts for usage by nonpaying child accounts of the paying account. click the Name field for the account. ❏ The billing Profile Portal view displays forms for the billing profile details and the billing profile balance summary. then the Accounts List view. if you want to display usage for the account currently displayed in the Account Summary view. which might be either a paying account or a nonpaying child account. D 12 9 . along with rolled-up amounts for usage by nonpaying child accounts of the paying account. the Profile Portal view shows all ordered usage of the assets of the paying account. click Refresh to retrieve up-to-date data from the billing application. In the Accounts list. Payments. the Profile Portal view shows all ordered usage of the assets of the nonpaying child account only. The Profile Portal view shows all ordered usage of the assets of the paying account. The service account is set to the paying account. Bills. along with rolled-up amounts for usage by nonpaying child accounts of the paying account. The service account is set to the paying account. Unbilled Usage. View tabs for Balance Group. The service account is set to the account for which the current billing item was ordered. A balance group is a collection of resources associated with one or more services within a bundle of services for an account. ■ Scroll to the Billing Items list. The Profile Portal view shows all ordered usage of the assets of the paying account. Examples of resources include: ■ 1000 free minutes applicable to all the phone lines in a family plan. and click the link in the Billing Profile field of the appropriate billing item. for that billing profile. The Balance Group view tab displays a list of balance groups for the billing profile. then make sure to drill down on the Billing Profile field of a billing item ordered for that current account. Consequently. for that billing profile. and click the link in the Billing Profile field of the appropriate asset. ■ Scroll to the Installed Assets list. these views use virtual business components to bring real-time data from the external Billing and Revenue Management application. do one of the following: ■ Scroll to the Billing Profile list. For a nonpaying child account. if any. Siebel Communications Guide Version 8. and Adjustments appear below the forms.

The Balance Details list displays the validity details. A balance group can have a single currency balance and multiple noncurrency balances (for example. events (for example. For information on the billing profile. see “Accessing Billing Information. select that group in the Balance Group list and scroll down to the Balance list and to the Services list. D . To view balance groups for a billing profile 1 Navigate to the Billing Profile portal. To view the currency and noncurrency balances as well as the services for a group.1 Rev. end users can view the services that the customer used but that the company has not yet billed. To see rolled-up totals of unbilled service charges for this account (and its nonpaying child accounts. the balance of unused phone minutes). phone call details). They can view unbilled service details such as item charges (for example. select that service charge from the Service Charges list and scroll down to the Item Charges list.” 2 3 4 5 Click the Unbilled Usage view tab to display a list of service charges that the company has not yet billed for the billing profile. they understand how resources are applicable to the services within a bundle. For information on the billing profile. see “Accessing Billing Information. and noncurrency balance totals for events (for example. To view unbilled services for a billing profile 1 Navigate to the Billing Profile portal.” 2 3 4 Click Refresh to retrieve up-to-date data from the billing application. 130 Siebel Communications Guide Version 8. Viewing Unbilled Services for a Billing Profile In a billing profile. 3 MB of data to download at no charge. select that balance in the Balance listing. This task is a step in “Process of Accessing or Updating Billing Information in Siebel Communications (End User)” on page 128. To view the item charges for a service charge. the balance of unused phone minutes). This task is a step in “Process of Accessing or Updating Billing Information in Siebel Communications (End User)” on page 128. Though customers are generally not aware of balance groups in a bundle.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. 100 Short Message Services (SMS) applicable to wireless and wire line services. Click Refresh to retrieve up-to-date data from the billing application. view the fields of the Balance Summary form in the upper right of the view. cycle forward charges and usage charges). To view validity details for a balance. if any).

and scroll down to the Non-Currency Balance Impacts for Event list. and noncurrency balance totals for events (for example.1 Rev. 7 8 To find specific events in the Event Details list. click the A/R Items view tab. a b c To view the item charges for a service charge. refunds. select an event for which the Non-Currency check box is selected.Billing in Siebel Communications ■ Process of Accessing or Updating Billing Information in Siebel Communications (End User) 6 To view the events for an item charge. They can also view payments and adjustment request items for bills. The Bill Details form for the bill displays and a list of service charges for that bill displays in the Service Charges view tab. To view the events for an item charge. Click the Bill Number field for a bill that you want to view. To find specific events in the Event Details list. end users can view additional details for bills. To view bills for a billing profile 1 2 3 4 Navigate to the Billing Profile portal. D 13 1 . Viewing Bills for a Billing Profile In a billing profile. The Non-Currency Balance Impacts for Event list is populated with the noncurrency balance totals for the event. Adjustment request items consist of adjustments. events (for example. To view a list of adjustment request items for the bill. click the Service Charges view tab. phone call details). and click Go. settlements. enter search criteria. noncurrency balances are not available for the event. click View Detail. The Event Details list displays. To view the list of service charges for the bill.” Click the Bills view tab to display a list of bills for the billing profile. click the Payments view tab. To view noncurrency balance totals for an event. 5 6 7 To view a list of payments for the bill. Click Refresh to retrieve up-to-date data from the billing application. and click Go. and the View Detail button is disabled. The Event Details list displays. click Search. enter search criteria. click the Net Amount field for that item charge. NOTE: If the Non-Currency check box is not selected. click the Net Amount field for that item charge. select that service charge from the Service Charges list and scroll down to the Item Charges list. see “Accessing Billing Information. cycle forward charges and usage charges). For information on the billing profile. They can view billed service details such as item charges (for example. This task is a step in “Process of Accessing or Updating Billing Information in Siebel Communications (End User)” on page 128. and write-off amounts. Siebel Communications Guide Version 8. click Search. the balance of unused phone minutes).

To view adjustments for a billing profile 1 Navigate to the Billing Profile portal. enter search criteria. select an event for which the Non-Currency check box is selected. select that adjustment request in the Adjustment Requests list. Viewing Payments for a Billing Profile In a billing profile.Billing in Siebel Communications ■ Process of Accessing or Updating Billing Information in Siebel Communications (End User) d To view noncurrency balance totals for an event. To find specific payments in the Payments list. end users can view payments for the profile. D . Click Refresh to retrieve up-to-date data from the billing application. noncurrency balances are not available for the event. This task is a step in “Process of Accessing or Updating Billing Information in Siebel Communications (End User)” on page 128. The Non-Currency Balance Impacts for Event list is populated with the noncurrency balance totals for the event.1 Rev. click View Detail. end users can view adjustments for the profile. and click Go. This task is a step in “Process of Accessing or Updating Billing Information in Siebel Communications (End User)” on page 128. NOTE: If the Non-Currency check box is not selected. To view the line items for an adjustment request. For instructions. see “Accessing Billing Information” on page 128. To view payments for a billing profile 1 2 3 4 Navigate to the Billing Profile portal. 132 Siebel Communications Guide Version 8. 2 3 Click the Adjustments view tab to display a list of adjustment requests for the billing profile and scroll down to the Line Items list. see “Accessing Billing Information” on page 128. and scroll down to the Non-Currency Balance Impacts for Event list. Viewing Adjustments for a Billing Profile In a billing profile. click Search. and the View Detail button is disabled. For instructions. Click the Payments view tab to display a list of payments for the billing profile.

Billing in Siebel Communications ■ Process of Accessing or Updating Billing Information in Siebel Communications (End User)

Viewing Account Balances for Nonpaying Accounts
In the case where the billing account of an asset is different from the service account of the asset, the integration creates a hierarchy in the external Oracle Communications Billing and Revenue Management application to represent the relationship. The service account is modeled as the nonpaying child account of the billing account. To view the balance of a service account that is the nonpaying child account of a billing account, follow the procedures in this topic. To look up the balance of a nonpaying service account at the request of the user 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 for the user 1 2 3 4 5 6
Navigate to the Accounts screen, then the Accounts List view. Find the account whose nonpaying service account balance you want to view. Drill down on the Name field. Click the Account Summary view tab. In the Installed Assets list, locate the service for which you want to retrieve the balance. Drill down on the Billing Profile field. The Billing Profile screen, Balance Group view appears. The integration retrieves the billing profile of the nonpaying service account and displays it in this view.

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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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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.

To access the Invoice views 1 2
Navigate to the Invoices screen. In the Show drop-down list, select All External Invoices. When you select All External Invoices, the Invoices list displays the bills that have been generated by an external system. The information found in the Invoices list (header information) is generally stored in the Siebel database. However, due to the large volume of data, it is not recommended that your company store the Invoice Line Item information in the Siebel database, but instead access that data in real time through integration. NOTE: When you select All Invoices from the Show drop-down list, the Invoices list displays all invoices, including external invoices.

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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.

To view line items for an invoice, follow this procedure.

To view invoice line items 1 2 3
Navigate to the Invoices screen. In the Show drop-down list, select All External Invoices. In the Invoices list, drill down on the Invoice # hyperlink. The Invoices form appears with the Line Items list beneath it. From the Invoices form, end users can also click the Pay, Adjust, or Usage Detail buttons to continue with a transaction.

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If the service item does not appear in the list, perform a query. For example, enter the telephone number in the Number Called field.

To view an image of an invoice, follow this procedure.

To view the image of an invoice 1 2 3 4
Navigate to the Invoices screen. In the Show drop-down list, select All External Invoices. In the Invoices list, select an invoice. Click the Invoice Image view tab. The invoice appears as a graphic at the URL that the administrator set up. For instructions on setting up this feature, see “Setting Up the Invoice Image Feature in Siebel Communications” on page 125.

To view invoice history, follow this procedure.

To view the invoice history 1 2 3 4 5 6
Navigate to the Accounts screen. In the Accounts list, click the name of an account. Click the Billing Portal view tab. The Invoice History list displays the most current records for the invoice. If the information does not appear in the Invoice History, perform a query to access the correct records. Drill down on the Invoice # hyperlink. In the Line Items list, click the view tab for the information you want to view.

Entering Payment Against an Outstanding Balance in Siebel Communications (End User)
End users can enter a payment for a customer at the account level, the profile level, or the invoice level, according to the accounting system used at their company. To record and monitor bill payments, perform the following tasks: ■ ■ “Recording Account-Level Payments” on page 136 “Recording Invoice-Level Payments” on page 137

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“Recording Profile-Level Payments” on page 138 “Viewing Billing Payment History” on page 139

Recording Account-Level Payments
To associate the payment against the account when the company’s accounting method applies the payment against the account balance (Balance Forward), perform this task. This task is a step in “Entering Payment Against an Outstanding Balance in Siebel Communications (End User)” on page 135.

To record a payment at the account level 1 2 3 4
Navigate to the Accounts screen. In the Accounts list, click the name of an account. Click the Billing Portal view tab. In the Account Balance form, click Pay. The Payments list appears with the account information already filled in for the new record.

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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.

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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 customer’s bank account. Field Bank Account # Comments Customer’s bank account number.

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Field Account Holder Name Bank Branch
■ ■

Comments Name under which the customer’s bank account is registered. Reference number of the specific branch of the customer’s bank.

Credit Card. Charges payment to the customer’s 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.

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Click Submit.

Recording Invoice-Level Payments
To associate the payment against one or more invoices when the company’s accounting method applies the payment against the bill balance (Open Item), perform these tasks. This task is a step in “Entering Payment Against an Outstanding Balance in Siebel Communications (End User)” on page 135. To record a payment against one invoice, follow this procedure.

To record a payment against one invoice 1 2 3 4
Navigate to the Invoices screen. From the Show drop-down list, select All External Invoices. In the Invoices list, click Pay. A new record is created with the payment number, amount, date, and status already populated. Continue with Step 5 of “Recording Account-Level Payments” on page 136, and perform the remaining steps in the procedure.

To record a payment against multiple invoices, follow this procedure.

To record a payment against multiple invoices 1
Navigate to the Accounts screen.

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the payment is included in the payments list. 6 7 8 Click the Invoices view tab. 138 Siebel Communications Guide Version 8. Select a method of payment in the Payment Method field: ■ ■ If you select Credit Card. The Payment Detail form appears with view tabs beneath it. A payment confirmation number displays. enter details in the Bank Account area of the screen. If you select Automatic Debit. the billing application applies that payment to the outstanding bills for the billing profile according to business logic in the billing application. Drill down on the Payments # hyperlink. In the Invoices list. This task is a step in “Entering Payment Against an Outstanding Balance in Siebel Communications (End User)” on page 135. When the billing application processes the payment. enter the amount that you want to apply to each invoice in the Payment Amount field. click the name of the account. enter details in the Credit Card area of the screen.” Click the Payments view tab to display a list of payments for the billing profile. 3 4 5 Click the Payments view tab. Recording Profile-Level Payments End users can enter payments for a billing profile or for a bill in that billing profile. To enter payments for a billing profile 1 2 3 Navigate to the Billing Profile portal. and select the One-Time Payment check box. see Table 20 on page 127. Click New to add a new payment.Billing in Siebel Communications ■ Entering Payment Against an Outstanding Balance in Siebel Communications (End User) 2 In the Accounts list. 4 5 Enter an amount in the Payment Amount field. For information. add a payment. complete the steps in the following procedure. see “Accessing Billing Information. To enter payments for a billing profile. 6 Click Submit to submit the payment to the billing application.1 Rev. The Capture New Payment dialog box displays. In the Payment Detail form. In the Payments list. For information on accessing billing profiles. NOTE: End users can also begin this procedure from the Billing Portal view. When they enter a payment for a billing profile. D . enter the total amount.

Click New to add a new payment. Siebel Communications Guide Version 8. The Capture New Payment dialog box displays. Click the Payments view tab to display a list of payments for the bill. complete the steps in the following procedure. D 13 9 . Click the Bill Number field for the bill that you want to pay. A payment confirmation number displays.1 Rev. If you select Automatic Debit. the billing application applies that payment to the bill.” 2 3 4 5 Click the Bills view tab to display a list of bills for the billing profile. The Payment History list displays the most current records for the account. the payment is included in the payments list. 6 7 Enter an amount in the Payment Amount field. enter details in the Bank Account area of the screen.Billing in Siebel Communications ■ Viewing Usage Details in Siebel Communications (End User) When end users enter a payment for a bill. To enter payments for a bill. see “Accessing Billing Information. 8 Click Submit to submit the payment to the billing application. To enter payments for a bill through a billing profile 1 Navigate to the Billing Profile portal. This task is a step in “Entering Payment Against an Outstanding Balance in Siebel Communications (End User)” on page 135. Viewing Usage Details in Siebel Communications (End User) End users can view usage details for an invoice. For information on accessing billing profiles. click the name of an account. Viewing Billing Payment History You can view a history of bill payments by account. and select the One-Time Payment check box. To view billing payment history 1 2 3 Navigate to the Accounts screen. When the billing application processes the payment. Click the Billing Portal view tab. Select a method of payment in the Payment Method field: ■ ■ If you select Credit Card. In the Accounts list. enter details in the Credit Card area of the screen.

Current period’s recurring charges. Current period’s taxes and surcharges. select the data you want to view from the drop-down list. Some fields are described in the following table. NOTE: End users can also begin this procedure from the Billing Portal view. In the Accounts list.1 Rev. Click the Billing Portal view tab. click the name of an account. 140 Siebel Communications Guide Version 8. To view unbilled charges 1 2 3 Navigate to the Accounts screen. The total of all unbilled charges appears in the Billing Portal view. Drill down on the Usage Detail hyperlink. end users can follow this procedure. The formula is as follows: Recurring charges plus Nonrecurring Charges plus Taxes and Surcharges are equal to Total Charges. Viewing Unbilled Charges in Siebel Communications (End User) End users can view unbilled charges for an account. D . see Table 20 on page 127. Current period’s nonrecurring charges. Displays the total unbilled charges for the current period. but for a breakdown of the charges. The Usage Detail list appears with the Usage History list beneath it. Scroll down to the Additional Info list. Field Next Invoice Date NonRecurrng Charge Recurring Charges Surcharges Total Charges Comments Date the next statement will be generated. click the name of an account. 6 In the Usage History list. Click the Unbilled Charges view tab. For information. In the Accounts list. The Unbilled Charges view displays the charges incurred since the last invoice.Billing in Siebel Communications ■ Viewing Unbilled Charges in Siebel Communications (End User) To view usage details 1 2 3 4 5 Navigate to the Accounts screen.

click Adjust. and click Submit. see Chapter 15. The Adjustment Request form appears with some information populated. such as to apply credit to compensate for an overcharge. On the Invoices form. For information. see Table 20 on page 127. NOTE: End users can also begin this procedure from the Billing Portal view. which processes the request. 6 Complete any necessary information. D 14 1 . Siebel Communications processes the request and populates the fields with the results. perform the following tasks: 1 Requesting an adjustment by initiating one of the following tasks: ■ ■ “Requesting an Adjustment to an Invoice” on page 141 “Creating Adjustments for Bills” on page 142 2 3 “Viewing an Adjustment Request Outcome” on page 149 “Recording a Customer’s Decision About Adjustment Outcome Terms” on page 150 For more information about integrating the billing component with an external billing system. From the Show drop-down list. To create an adjustment. This task is a step in “Process of Creating Adjustments in Siebel Communications (End User)” on page 141.Billing in Siebel Communications ■ Process of Creating Adjustments in Siebel Communications (End User) Process of Creating Adjustments in Siebel Communications (End User) End users must sometimes adjust customer bills for various reasons. select an invoice by clicking its link in the Invoice # field. such as the reason for the Adjustment. Siebel Communications Guide Version 8. To request an adjustment to an entire invoice. In the Invoices list.1 Rev.” Requesting an Adjustment to an Invoice End users can associate the adjustment request with the entire invoice or with a specific line item in the invoice. follow this procedure. Because the billing component is integrated with an external billing system. select All External Invoices. an adjustment request is sent to the external billing system. Click the More Info view tab. To request an adjustment to an entire invoice 1 2 3 4 5 Navigate to the Invoices screen. “Defining Integration Workflows for Siebel Communications.

For example. The level of your selection in the bill detail determines the invoice lines that display when you create adjustments. If you select item charges for usage charges and balance forward charges on a bill. Siebel Communications processes the request and populates the fields with the results. The Adjustment Request form appears with the Line Items list beneath it. see “Accessing Billing Information. This task is a step in “Process of Creating Adjustments in Siebel Communications (End User)” on page 141. such as the reason for the Adjustment. To request an adjustment to an invoice line item 1 2 3 4 Navigate to the Invoices screen. if you select an entire bill. 6 Complete any necessary information. and click Adjust. To create adjustments for an entire bill 1 2 Navigate to the Billing Profile portal. You can enter adjustments for an entire bill. For information on billing profiles. Click the Line Items view tab. If you select two phone call events for a usage item charge. Requested adjustments that are approved are reflected on the next bill that the customer receives. and for a balance total associated with a selected event. and an invoice line for balance forward charges displays. If you select a balance total for an event. 5 Select the line item you want to adjust. complete the steps in the following procedure. In the Invoices list. an invoice line displays for each of the two phone calls. a single invoice line displays for that balance total.1 Rev. D . 142 Siebel Communications Guide Version 8. for selected item charges on a bill. and click Submit. To create adjustments for an entire bill. Creating Adjustments for Bills End users can create adjustments for bills. The Status fields default to Open and the Type fields default to Credit.” Click the Bills view tab to display a list of bills for the billing profile. no invoice lines display. The list displays a history of adjustment requests. an invoice line for usage charges displays. for selected events associated with an item charge. From the Show drop-down list.Billing in Siebel Communications ■ Process of Creating Adjustments in Siebel Communications (End User) To request an adjustment to a line item in an invoice. select All External Invoices. A new record is created with some information already populated. You can adjust only a single bill and not multiple bills at a time. follow this procedure. select an invoice by clicking its link in the Invoice # field.

or Debit. Portion of the Request Percentage that the billing application approves. Amount for which you want to adjust the bill. The Bill Details form for the bill displays and a list of service charges for that bill displays in the Service Charges view tab. Reason for the adjustment request. Type of adjustment. it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed). and its Status changes to Submitted. Credit. After you click Submit and the billing application processes the adjustment request. Read only. After you click Submit and the billing application processes the adjustment request.Billing in Siebel Communications ■ Process of Creating Adjustments in Siebel Communications (End User) 3 Click the Bill Number field for the bill that you want to adjust. Read only. the portion of the Request Amount that the billing application approves appears in this field. enter additional comments about the adjustment request. If the Request Amount field contains a value. or Other. 4 Click Adjust in the Bill Details form. Siebel Communications Guide Version 8. Request Amount Approved Amount Customer Decision Adjustment Type Reason for Request Approval Date Comments Request Percentage Approved Percentage 6 Click Submit to submit the adjustment to the billing application. Partner Code. 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. for example. Defaults to 0. Cash. Read only. Some fields are described in the following table. if such a case arises. Defaults to 0. Field Status Status Description Comments Status of the adjustment. Amount approved for the adjustment to the bill. When the response message comes back from the external billing application. Date on which the billing application approves the adjustment.1 Rev. If necessary. Read only. Billing Error. The value in this field is automatically changed when the billing application processes the adjustment. D 14 3 . Oracle Communications Billing and Revenue Management populates this field with a reason for an adjustment not being posted. 5 Enter adjustment details in the fields for the form. for example. You cannot enter data in this field. the percentage of the Request Amount that the billing application approves appears in this field. The adjustment record becomes read-only. Percentage by which you want to adjust the bill. do not enter a percentage in this field. Special Credit. The customer’s decision to accept or reject the adjustment.

6 Enter adjustment details in the fields for invoice line items. the portion of the Request Amount that the billing application approves appears in this field.” 2 3 Click the Bills view tab to display a list of bills for the billing profile. The status of the adjustment. Read only. Oracle Communications Billing and Revenue Management populates this field with additional information about the Adjustment being posted or not posted. enter additional comments about the adjustment request. D . The Bill Details form for the bill displays and a list of service charges for that bill displays in the Service Charges view tab. For information on billing profiles.Billing in Siebel Communications ■ Process of Creating Adjustments in Siebel Communications (End User) To create adjustments for the item charges on a bill. Defaults to 0. Oracle Communications Billing and Revenue Management populates this field with additional information about the Adjustment being posted or not posted. Select the item charges and click Adjust in the Item Charges list. Read only. Field Original Amount Comments The original amount of the item charge. 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. but you cannot add more line items. This field is automatically populated with the amount in the Charge field in the Item Charges list. Read only. 4 5 Select the appropriate service charge from the Service Charges list and scroll down to the Item Charges list. Defaults to 0. If necessary. You cannot change this amount. Some fields are described in the following table. complete the steps in the following procedure. To create adjustments for item charges on a bill 1 Navigate to the Billing Profile portal. see “Accessing Billing Information. Click the Bill Number field for the bill that you want to adjust. The value in this field is automatically changed when the billing application processes the adjustment. Amount approved for the adjustment to the bill.1 Rev. Request Amount Approved Amount Request Description Status Sub Status Status Description 144 Siebel Communications Guide Version 8. After you click Submit and the billing application processes the adjustment request. NOTE: You can delete existing line items. Amount for which you want to adjust the bill.

Billing in Siebel Communications ■ Process of Creating Adjustments in Siebel Communications (End User) Field Adjustment Type Reason Comments The type of adjustment (for example. 6 Select the events. and its Status changes to Submitted. The adjustment record becomes read-only. When the response message comes back from the external billing application. complete the steps in the following procedure. 4 5 Select the appropriate service charge from the Service Charges list and scroll down to the Item Charges list. Credit. The Event Details list displays. The Bill Details form for the bill displays and a list of service charges for that bill displays in the Service Charges view tab. NOTE: You can delete existing line items. see “Accessing Billing Information. To create adjustments for events on a bill 1 Navigate to the Billing Profile portal. Billing Error. Click the Net Amount field for the appropriate item charge. Click Submit to submit the adjustment to the billing application. Cash. The reason for the adjustment request (for example. D 14 5 . 7 8 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. Partner Code. 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. Siebel Communications Guide Version 8.” 2 3 Click the Bills view tab to display a list of bills for the billing profile. To create adjustments for the events on a bill. and Debit). and click Adjust in the Event Details list. Special Credit. Click the Bill Number field for the bill that you want to adjust. For information on billing profiles.1 Rev. but you cannot add more line items. it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed). and Other).

Special Credit.Billing in Siebel Communications ■ Process of Creating Adjustments in Siebel Communications (End User) 7 Enter adjustment details in the fields for invoice line items. To create adjustments for balance totals associated with a bill 1 Navigate to the Billing Profile portal. Amount for which you want to adjust the bill. and Debit). The value in this field is automatically changed when the billing application processes the adjustment. The status of the adjustment. After you click Submit and the billing application processes the adjustment request. Request Amount Approved Amount Request Description Status Adjustment Type Reason 8 9 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. D . To create adjustments for the balance totals that are associated with a bill. Click the Bill Number field for the bill that you want to adjust. enter additional comments about the adjustment request. it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed). the portion of the Request Amount that the billing application approves appears in this field. This field displays 0 (zero) by default. 2 3 Click the Bills view tab to display a list of bills for the billing profile. The type of adjustment (for example. Some fields are described in the following table. 146 Siebel Communications Guide Version 8. Billing Error. When the response message comes back from the external billing application. and its Status changes to Submitted. Credit. and Other). The reason for the adjustment request (for example. You cannot change this amount. This field is automatically populated with the amount in the Charge field in the Event Details list. This field displays 0 (zero) by default. If necessary. For instructions. complete the steps in the following procedure. Read only. Click Submit to submit the adjustment to the billing application. see “Accessing Billing Information” on page 128. The Bill Details form for the bill displays and a list of service charges for that bill displays in the Service Charges view tab. Amount approved for the adjustment to the bill. Field Original Amount Comments The original amount of the event. Cash.1 Rev. Partner Code. The adjustment record becomes read-only.

Approved Value Request Description Status Request Percentage Adjustment Type Siebel Communications Guide Version 8. this field displays the value in the Request Value field. and scroll down to the Non-Currency Balance Impacts for Event list. If you enter a percentage in the Request Percentage field. Credit. Select an event for which the Non-Currency check box is selected. This field is automatically populated with the amount in the After A/R Actions field in the Non-Currency Balance Impacts for Event list. This field is automatically populated with the value in the After AR Actions field in the Non-Currency Balance Impacts for Event list. If necessary. noncurrency balances are not available for the event. 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. and Debit). do not enter a percentage in this field. 7 Select a balance and click Adjust in the Non-Currency Balance Impacts for Event list. Cash. The percentage by which you want to adjust the balance total. you must clear this field. The status of the adjustment. Some fields are described in the following table. D 14 7 . If the Request Value field contains data. Field Request Value Comments The value by which you want to adjust the balance total. and the billing application processes the adjustment request.Billing in Siebel Communications ■ Process of Creating Adjustments in Siebel Communications (End User) 4 5 6 Select the appropriate service charge from the Service Charges list and scroll down to the Item Charges list. The type of adjustment (for example.1 Rev. The Non-Currency Balance Impacts for Event list is populated with the noncurrency balance totals for the event. If you change the Request Value field. NOTE: You can delete existing line items. but you cannot add more line items. and you cannot enter data in this field. click View Detail. Click the Net Amount field for the appropriate item charge. After you click the Submit button. 8 Enter adjustment details in the fields for the invoice line item. The Event Details list displays. the portion of the request value that the billing application approves displays in this field. The value in this field is automatically changed when the billing application processes the adjustment. but you can change this value. and the View Detail button is disabled. NOTE: If the Non-Currency check box is not selected. enter additional comments about the adjustment request.

Click Refresh to retrieve up-to-date data from the billing application. Select the event representing the unbilled usage to be adjusted.1 Rev. For instructions. To create an adjustment for unbilled usage 1 Navigate to the Billing Profile portal. and Other). The billing application processes the adjustment request after you click the Submit button. In the Billing Profile Adjustments view. 148 Siebel Communications Guide Version 8.Billing in Siebel Communications ■ Process of Creating Adjustments in Siebel Communications (End User) Field Reason Approved Percentage Comments The reason for the adjustment request (for example. 6 7 To find specific events in the Event Details list. Siebel Communications creates an invoice to track the adjustment. The adjustment record becomes read-only. phone calls that have not yet been added to a bill). enter search criteria. see “Accessing Billing Information” on page 128. The Event Details list appears. and click Go. Siebel Communications creates a record for the adjustment. it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed). To create adjustments for unbilled usage. When the response message comes back from the external billing application. Special Credit. 9 Click Submit to submit the adjustment to the billing application. select that service charge from the Service Charges list and scroll down to the Item Charges list. and its Status changes to Submitted. To view the item charges for a service charge. ■ ■ On the Invoice Adjustment view. To view the events for an item charge. 2 3 4 5 Click the Unbilled Usage view tab to display a list of service charges that the company has not yet billed for the billing profile. Partner Code. complete the steps of the following procedure. Billing Error. You cannot enter data in this field. click Search. and click Adjust. The portion of the request percentage that the billing application approves. Creating Adjustments for Unbilled Usage You can create adjustments to charges for unbilled usage (for example. This adjustment record likewise contains the Bill Number. click the Net Amount field for that item charge. The invoice contains the Bill Number. see “Viewing Unbilled Services for a Billing Profile” on page 130. D . For more information about unbilled charges.

When the response message comes back from the external billing application. The back-office system then sends the outcome of the request to Siebel Communications. To create an adjustment for unbilled usage for a child account 1 2 3 Navigate to the Account Summary view. Wireless Service) associated with the child account for which you want to create an adjustment for unbilled usage. In the Installed Assets list. The invoice contains the Bill Number. drill down on the Billing Profile. End users can view the request outcome as well as view the history of adjustment requests.1 Rev. complete the steps of the following procedure. and its Status changes to Submitted. Siebel Communications Guide Version 8.) A list item is created in the Billing Profile view’s Adjustments list. The adjustment record becomes read-only. Click the Item charges to review the currency and noncurrency event details. and its Status changes to Submitted. This list item likewise includes the Bill Number. In the Installed Assets list. Siebel Communications displays the Billing Profile screen. Select the event representing the unbilled usage to be adjusted. it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed). Creating Adjustments for Unbilled Usage for Child Accounts To create an adjustment for unbilled usage for a nonpaying (child) account. either manually or through a system. Viewing an Adjustment Request Outcome Typically. (The external Oracle Communications Billing and Revenue Management application tracks unbilled events in the bill with a status of Open. 4 5 6 Click the Unbilled Usage tab and review the service charges. ■ 7 Click Submit to submit the adjustment to the billing application. Balance Group view. it updates the Status to either Posted (indicating that the adjustment succeeded) or Not Posted (indicating that the adjustment failed). find the asset (for example. and click Adjust. the account adjustments and payment arrangement plans are determined in the back office.Billing in Siebel Communications ■ Process of Creating Adjustments in Siebel Communications (End User) 8 Click Submit to submit the adjustment to the billing application. ■ An invoice is created to track the adjustment. The adjustment record becomes read-only. Siebel Communications displays the Invoice Adjustment view. When the response message comes back from the external billing application. D 14 9 . The integration retrieves and displays the billing profile of the nonpaying account.

In the Invoices list. Click the Adjustment Requests view tab. 150 Siebel Communications Guide Version 8. Click the name of an account. To view the history of adjustment requests 1 2 3 Navigate to the Accounts screen. In the Invoices list. This task is a step in “Process of Creating Adjustments in Siebel Communications (End User)” on page 141. select an invoice. To view the outcome of an adjustment request 1 2 3 4 5 6 Navigate to the Invoices screen. review the Amount Approved field. The Adjustment Requests list displays all adjustment requests that exist for the account. To display the history of adjustment requests for an account. To display the outcome of an adjustment request. select All External Invoices. From the Show drop-down list. Recording a Customer’s Decision About Adjustment Outcome Terms After consulting with the customer.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. These fields show the external billing system’s response to the bill repayment plan request. From the Show drop-down list. Click the Adjustment Requests view tab. In the Adjustment Request list. The Invoices form appears with the view tabs beneath it. select All External Invoices. The Status field is updated automatically. follow this procedure. D .1 Rev. drill down on the Invoice # hyperlink. follow this procedure. end users can record the customer’s decision to accept or reject the outcome terms. To record the customer’s decision about the adjustment outcome terms 1 2 Navigate to the Invoices screen.

To request a payment arrangement 1 2 3 4 Navigate to the Invoices screen. which processes the request and generates a response. The customer may request a payment plan or a deferral of payment. 4 5 6 Click the Adjustment Request view tab. drill down on the Invoice # hyperlink. reject the request. D 15 1 . Process of Making Payment Arrangements in Siebel Communications (End User) End users can request a special arrangement if a customer is unable to pay for services when a bill payment is due. a payment arrangement request is sent to the external billing system. In the Invoices list. To make a payment arrangement. the customer decision fields may not be available. Siebel Communications Guide Version 8.” Requesting a Payment Arrangement (End User) Because the billing component is integrated with an external billing system. see Chapter 15. your company can approve the request. perform the following tasks: 1 2 3 “Requesting a Payment Arrangement (End User)” on page 151 “Viewing the Outcome of a Payment Arrangement Request (End User)” on page 152 “Recording a Customer’s Decision About Payment Arrangement Terms (End User)” on page 153 For more information about integrating the billing component with an external billing system. and longevity of the customer’s association with your company. select All External Invoices.Billing in Siebel Communications ■ Process of Making Payment Arrangements in Siebel Communications (End User) 3 In the Invoices list. select the request record. The response may depend on factors such as corporate policy. Click the Payment Arrangements view tab. NOTE: If your company’s policy does not require a customer decision regarding a bill adjustment outcome. or propose its own terms. This task is a step in “Process of Making Payment Arrangements in Siebel Communications (End User)” on page 151. From the Show drop-down list. The Invoices form appears with the view tabs beneath it. select an invoice. In the Customer Decision field. select information to indicate the customer’s decision to accept or reject the outcome terms. In the Adjustment Requests list.1 Rev. customer credit history or credit worthiness. In response. “Defining Integration Workflows for Siebel Communications.

the amount is automatically generated. To display the history of payment arrangements for an invoice. select All External Invoices. This task is a step in “Process of Making Payment Arrangements in Siebel Communications (End User)” on page 151. select All External Invoices. The Invoices form appears with the view tabs beneath it. D . follow this procedure. When you click on the Installment Amount field. Some fields are described in the following table. add a record and enter information for the request.1 Rev. the amount is generated according to the Original Amount Due and Number of Installment data. To view the outcome of a payment arrangement request 1 2 3 Navigate to the Invoices screen. follow this procedure. Field Number of Installments Installment Amount Comments For a single-payment deferral plan. 152 Siebel Communications Guide Version 8. When you click on this field. Scroll down to the Payment Arrangements Outcome form to review the external billing system’s response to the bill repayment plan request. Viewing the Outcome of a Payment Arrangement Request (End User) Siebel Communications receives the outcome of the request. this is 1. To view the history of payment arrangements 1 2 Navigate to the Invoices screen. which is generated by the external billing system. To display the outcome of a payment arrangement request. From the Show drop-down list. 4 5 Click the Payment Arrangements view tab.Billing in Siebel Communications ■ Process of Making Payment Arrangements in Siebel Communications (End User) 5 In the Payment Arrangements list. The external billing system processes the request and populates the Payment Arrangements Outcome view at the bottom of the screen. In the Invoices list. From the Show drop-down list. drill down on the Invoice # hyperlink.

To record the customer’s decision about the payment outcome terms 1 2 3 4 5 Navigate to the Invoices screen. In the Invoices list. a customer might request a copy of an invoice. In the Invoices list. D 15 3 . select an invoice. select an invoice. Requesting a Duplicate Invoice in Siebel Communications (End User) Occasionally. From the Show drop-down list. From the Show drop-down list. Siebel Communications Guide Version 8. If the information does not appear in the Payment Arrangements list. To request a duplicate invoice 1 2 3 4 Navigate to the Invoices screen.1 Rev. Click the Payment Arrangements view tab. select an invoice. NOTE: If your company’s policy does not require a customer decision regarding a bill repayment plan outcome. the customer decision fields may not be available. In the Payment Arrangements list. Click the Duplicate Request view tab. Scroll down to the Payment Arrangements Outcome form and select information in the Customer Decision field to indicate the customer’s decision to accept or reject the terms. end users can record the customer’s decision to accept or reject the payment plan that their company is offering.Billing in Siebel Communications ■ Requesting a Duplicate Invoice in Siebel Communications (End User) 3 4 5 6 In the Invoices list. select Payment Arrangements or Payment Arrangements Details from the drop-down list. select All External Invoices. select All External Invoices. perform a query to access the correct records. This task is a step in “Process of Making Payment Arrangements in Siebel Communications (End User)” on page 151. Click the Payment Arrangements view tab. Recording a Customer’s Decision About Payment Arrangement Terms (End User) After consulting with the customer.

associate another address. Specific directions or descriptions about the duplication process. Updating a Billing Profile in Siebel Communications (End User) When billing a customer. State.Billing in Siebel Communications ■ Updating a Billing Profile in Siebel Communications (End User) 5 In the Duplicate Request list. Click the Billing Portal view tab. add a record and complete the necessary fields. 154 Siebel Communications Guide Version 8. Drill down on the Billing Profile hyperlink. For more information about caller verification. “Profiles in Siebel Communications. such as exemption information or discounts.” Additional End-User Tasks for Billing Management This topic contains references to other procedures related to billing. For more information about profiles. select Duplicate Bill Request Details from the Show drop-down list. In the Billing Profile form. Some fields are described in the following table. Field Address Comments Comments Address to send the duplicate bill. In the Address field. see Chapter 4. D . The City. and Country fields are automatically populated when you select the address. To update a billing profile 1 2 3 4 5 6 Navigate to the Accounts screen. that is stored in profiles.1 Rev. Zip. see Siebel Applications Administration Guide. Scroll down to the Additional Info form. Caller Verification When receiving an inbound call. In the Accounts list. update the information. end users first verify and find the caller. 6 To send the invoice to a different mailing address: a b In the Duplicate Request list. Siebel Communications integrates information. click the name of an account.

Siebel Communications Guide Version 8. For more information about billing for services. see Siebel Order Management Guide Addendum for Communications.1 Rev. D 15 5 .Billing in Siebel Communications ■ Additional End-User Tasks for Billing Management Billing for Services Some special billing procedures relate to billing for services.

Billing in Siebel Communications ■ Additional End-User Tasks for Billing Management 156 Siebel Communications Guide Version 8. D .1 Rev.

It uses much of the work conducted during the order process and provides screens that allow you to manage work orders. Scenario for Work Orders in Siebel Communications This scenario shows a sequence of procedures performed by a customer service representative (end user). such as service provider or due dates. This is important because work orders are executed by back-office systems. you can access the status of a sales order. The Communications Work Orders module works in conjunction with the Communications Order Processing module. Your company may follow a different sequence according to its business requirements. either through inbound contact or through outbound workflow-initiated activities. but it deals specifically with those items that are required for the provisioning process. By creating and tracking work orders separately. Siebel Communications Guide Version 8. A work order has most of the components found in a standard order. the back-office order processing system divides it into one or more work orders. based upon criteria. When an order is submitted. A work order is an action item that must be completed to implement an order. such as the provisioning system. D 15 7 . Tracking the status of an order gives you up-to-date access to the information related to the order and can therefore convey it to a customer at any time.1 Rev.11 Work Orders in Siebel Communications This chapter includes the following topics: ■ ■ ■ ■ ■ ■ ■ “About Work Orders in Siebel Communications” on page 157 “Scenario for Work Orders in Siebel Communications” “Creating a Work Order in Siebel Communications (End User)” on page 159 “Adding an Activity to a Work Order in Siebel Communications (End User)” on page 159 “Creating Work Order Line Items in Siebel Communications (End User)” on page 160 “Adding Work Order Terms in Siebel Communications (End User)” on page 161 “Additional End-User Tasks for Work Order Management in Siebel Communications” on page 162 About Work Orders in Siebel Communications The Work Orders module in Siebel Communications helps service providers to manage the components needed to activate a service for a customer.

the customer calls to check on the status of his order because he has not received his equipment. When the CSR has found the most recent order. and the local phone service provider. A week later. which are then submitted to the various providers for activation. an Internet service provider. The CSR has given a quote for the order to the customer. In the Order Line Items view. When he does this. Example of Sequence for Work Orders 158 Siebel Communications Guide Version 8. the CSR submits the order to the provisioning system. the action of submitting the order creates three work orders. he can use the hyperlink to find the specific work orders associated with the order. The following list shows the work order allocation: ■ ■ ■ Three mobile phones—provided by a wireless services company Two pagers—provided by a wireless services company An Internet connection—provided 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. The estimated delivery date is two days from now. based on the service provider for each of the line items. except the one for the mobile phones and pagers. 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. requiring three mobile phones. an Internet connection.1 Rev. His call is directed to a different CSR. two for pagers. Figure 15 shows the sequence of procedures that an end user might follow to manage work orders. who has accepted it and asked that the order be placed. he finds some notes and activities indicating that the particular pager ordered by the customer is on back-order. When he drills down into that order. he notices that each of the work orders is complete. there are three unique providers: a wireless services provider.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. and one for the local service. one for the Internet connection. Since your company is a reseller of communications services (in this example). Figure 15. who is able to search through his company account to find any open orders. two pagers. 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. D . The work order is separated into three separate work orders.

Activity plans consist of a list of activities to be completed to resolve a problem. Siebel Communications Guide Version 8. end users can select the template to populate their activities list with a defined set of activities. To create a work order 1 2 Navigate to the Work Orders screen. Account # is automatically filled when a value is entered in this field. Vendor for the work order. If an appropriate activity template exists. Some fields are described in the following table. Field Account Address Last Name Order Provider Comments Master account for this order. follow this procedure. Address of the account. Adding an Activity to a Work Order in Siebel Communications (End User) End users can create an activity and associate it with a premise to: ■ ■ Remind themselves of procedures related to a premise that they must perform. Contact for the order. Clicking the select button in this field launches a Pick Vendor dialog box. add a record and complete the necessary fields of the record and the More Info form. The sales order associated with the work order.Work Orders in Siebel Communications ■ Creating a Work Order in Siebel Communications (End User) Creating a Work Order in Siebel Communications (End User) End users can create work orders. if necessary. Communicate procedures related to a work order that other members of the organization must perform. Then end users can customize the list.1 Rev. To associate an activity plan with a work order 1 2 Navigate to the Work Orders screen. click the Order Number of a work order. D 15 9 . To associate an activity plan with a work order. To access more fields. In the Work Orders list. click the show more button in the upper-right corner of the form. In the Work Orders list.

Scroll down and click the Line Detail subview tab. To create an activity plan for a work order. follow this procedure. In the Activities list. add a record. click the Order Number of a work order. To create an activity for a work order 1 2 3 4 Navigate to the Work Orders screen. click the Order Number of a work order. In the Activity Plans list. In the Template field. Creating Work Order Line Items in Siebel Communications (End User) End users can create line items and line item actions to be allocated for a work order. Click the Activities view tab. To create line items to be allocated for a work order. D .1 Rev. follow this procedure. In the Work Orders list.Work Orders in Siebel Communications ■ Creating Work Order Line Items in Siebel Communications (End User) 3 4 5 Click the Activity Plans view tab. In the Work Orders list. add a record and complete the necessary fields. To create line items to be allocated for the order 1 2 3 4 Navigate to the Work Orders screen. Click the Line Items view tab. 160 Siebel Communications Guide Version 8. select an Activity Template.

State. An existing contact can be selected in the Ship to Contacts dialog box. An existing address can be selected in the Ship to Addresses dialog box.1 Rev. Some fields are described in the following table. Adding Work Order Terms in Siebel Communications (End User) End users can add a work order term. In the Work Orders list. To add a line item action 1 2 3 4 Navigate to the Work Orders screen. UoM. ZIP Code. or a new contact can be added. Ship to Last Name Address To add a line item action to a work order. you are selecting a line item from the associated Service Order. State. Click the Terms view tab. Due Date. Price and Status fields are automatically populated with the information from the Order Line Item view. To add a work order term 1 2 3 Navigate to the Work Orders screen. ZIP Code. In the Line Item Actions list. click the Order Number of a work order. or a new address can be added. follow this procedure. and Country fields are automatically populated. and Country fields are automatically populated. the City. add a record and complete the necessary fields. To access more fields. the City. D 16 1 . When you complete this field. The Ship to First Name field is automatically populated when you enter a value in this field. click the show more button in the upper right corner of the form.Work Orders in Siebel Communications ■ Adding Work Order Terms in Siebel Communications (End User) 5 In the Line Detail form. Click the Line Item Actions view tab. click the Order Number of a work order. In the Work Orders list. When you complete this field. add a record and complete the necessary fields. Siebel Communications Guide Version 8. The Action. Field Product Comments When you select a product.

Some fields are described in the following table.1 Rev. Field Freight Terms Payment Terms Return To Status Comments Terms describing how to ship the order. Status of the order. Work Orders and Attachments At any time. Terms describing how the customer pays. see Siebel Fundamentals. end users can store additional information relating to a work order in the database by associating an electronic file with the work order record. and complete the necessary fields. Additional End-User Tasks for Work Order Management in Siebel Communications This topic contains a reference to another procedure related to work orders. Return address for order items. 162 Siebel Communications Guide Version 8. For directions for associating an attachment with a record. D .Work Orders in Siebel Communications ■ Additional End-User Tasks for Work Order Management in Siebel Communications 4 Scroll down to the second Terms form.

whereas service requests are typically used to record and track general customer problems and requests. and requests for billing statements. and close trouble tickets Describes procedures that you can use for overall management of trouble tickets Service requests and trouble tickets perform similar functions. Examples of general problems and requests are billing problems.12 Service in Siebel and Trouble Requests Tickets Communications This chapter includes the following topics: ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ “About Service Requests and Trouble Tickets in Siebel Communications” on page 163 “Scenario for Service Requests and Trouble Tickets in Siebel Communications” on page 165 “Setting Up Service Requests and Trouble Tickets in Siebel Communications” on page 166 “Creating a Trouble Ticket Record in Siebel Communications (End User)” on page 167 “Assigning a Trouble Ticket in Siebel Communications (End User)” on page 167 “Associating Parent and Child Trouble Tickets in Siebel Communications (End User)” on page 168 “Viewing Fallout Orders for Trouble Tickets” on page 169 “About Trouble Ticket Solutions” on page 170 “Resolving Trouble Tickets in Siebel Communications (End User)” on page 171 “Using the Customer Satisfaction Survey in Siebel Communications (End User)” on page 172 “Analyzing Trouble Tickets Data in Siebel Communications (End User)” on page 173 “Additional End-User Tasks for Trouble Ticket Management in Siebel Communications” on page 173 About Service Requests and Trouble Tickets in Siebel Communications Siebel Communications service requests and trouble tickets are primarily used by customer service representatives (CSRs) and their managers. This chapter is mostly about trouble tickets. Siebel Communications Guide Version 8. This chapter: ■ ■ ■ Guides you in setting up features that help to automate trouble ticket management Describes procedures typically used by end users to create. D 16 3 . but it also explains the differences between trouble tickets and service requests and tells you where you can find more information about service requests. requests for new equipment. 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.1 Rev. monitor. Service requests and trouble tickets are database records that are used to manage problems with equipment or general requests for service. as well as network operations center (NOC) agents.

D . Alternatively. 164 Siebel Communications Guide Version 8. the agent can monitor progress towards completion of the activities and close the service request or trouble ticket.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. which can be assigned to different owners. Initiation of Service Requests and Trouble Tickets Service requests and trouble tickets may be initiated in several ways: ■ ■ ■ A customer calls the call center to report a problem with the phone line. agents can break a service request or trouble ticket down into different activities. Additional Information on Service Requests The remainder of this chapter describes trouble ticket management. A network communications management system that is integrated with Siebel Communications automatically creates a trouble ticket record in the Siebel Communications database. For more information about service requests. Creation of Service Requests and Trouble Tickets Service requests and trouble tickets can be created within Siebel Communications or moved into Siebel Communications by: ■ ■ ■ ■ ■ Customers using Oracle’s Siebel eService Customers and partners using an Automated Call Distributor (ACD) Call center agents responding to phone calls or email from customers NOC agents responding to network problems Automated network communications management systems that are integrated with Siebel Communications Trouble Ticket Referral Trouble tickets can be referred from Siebel Communications to trading partner software through integration with an electronic bonding gateway. In this case. Agents can reassign service requests and trouble tickets to other groups or individuals for resolution. using Siebel Enterprise Application Integration (Siebel EAI). see Siebel Field Service Guide and Siebel Applications Administration Guide.1 Rev.

The trouble ticket details indicate that a construction crew sliced through a cable that carries network traffic for the exchange. indicating the resolution. He is phoning from his mobile phone and explains that he has no dial tone on his office phone. The estimated repair time is five hours. Siebel Communications determines that the trouble ticket for the customer described above can be closed. D 16 5 . The CSR verifies the customer’s service configuration and identifies the specific phone line to which he is referring. the child trouble tickets are not automatically closed since it may be necessary to verify that each customer’s problem has been fixed. The CSR looks up the network-reported problem for the circuit outage and finds the specific trouble ticket. The search produces a list of 15 trouble tickets. The CSR associates each of the 14 customer-reported trouble tickets with the one network-reported trouble ticket for the following reasons: ■ ■ The 14 customer-reported problems are related to one network outage. The CSR is unable to solve the problem and passes the trouble ticket to the Network Services Group. and closes the trouble ticket. When the technician closes the parent trouble ticket. Because your administrator has configured it to do so. The CSR performs a search in Siebel Communications to find all open trouble tickets that have a service item equivalent to the affected exchange. Your company may follow a different sequence according to its business requirements.Service Requests and Trouble Tickets in Siebel Communications ■ Scenario for Service Requests and Trouble Tickets in Siebel Communications Scenario for Service Requests and Trouble Tickets in Siebel Communications This scenario shows a sequence of procedures performed by a customer service representative (end user) and a workflow manager (administrator). Your company’s Siebel administrator has configured the Siebel applications so that all the customer-reported troubles are resolved when the network-reported trouble is resolved. A customer service representative (CSR) receives a call from the owner of a software company. the manager examines all of the trouble tickets generated that day. Siebel Communications Guide Version 8. 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.1 Rev. The CSR ends the call and creates a followup activity on the trouble ticket. The CSR creates a trouble ticket and attempts to use the problem resolution capabilities in Siebel Communications to resolve the customer’s problem. At the end of the day. including the network-reported trouble ticket. It then sends a text message to the customer’s mobile phone notifying him of the resolution. the CSR receives a broadcast message indicating that there is a circuit break that is affecting customers in a particular exchange. Two minutes later.

making the CSRs’ job easier. For more information about creating scripts. see Siebel SmartScript Administration Guide. D . Example of Sequence for Trouble Tickets Setting Up Service Requests and Trouble Tickets in Siebel Communications Administrators can create scripts and automate the assignment of trouble tickets. CSRs or other qualified personnel can manually assign ownership of a trouble ticket to themselves. ■ 166 Siebel Communications Guide Version 8. to another employee. With the appropriate setup.1 Rev. Oracle’s Siebel Assignment Manager can be used to give the CSR the option of automating the assignment. Figure 16. or to a group. ■ You can use Oracle’s Siebel SmartScript to provide scripts that guide CSRs as they collect information about trouble tickets.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.

Manual assignment. another service representative. Some fields are described in the following table. employees. Interactive assignment. Siebel Communications Guide Version 8.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. workload. trouble tickets can be assigned in these ways: ■ ■ ■ ■ Batch assignment. criteria. Assigning a Trouble Ticket in Siebel Communications (End User) If end users are unable to resolve trouble tickets themselves. Siebel Assignment Manager can automatically assign trouble tickets at preset intervals. positions. Siebel Assignment Manager is invoked manually from the menu button in the More Info view. they may need to assign them to another qualified CSR or to a group. For more information. Siebel Assignment Manager can assign many trouble tickets at a scheduled time.1 Rev. Field Last Name Owner Ref # Comments The last name of the person reporting the problem. A number used by an external system (if any) to identify the trouble ticket. Creating a Trouble Ticket Record in Siebel Communications (End User) End users can create a trouble ticket record. and territories). Users select the owner in the Trouble Tickets screen. Add a new record to the Trouble Ticket list. and complete the necessary fields in the record and the More Info form. then the Trouble Ticket List view. as described in the next procedure. To create a trouble ticket 1 2 Navigate to the Trouble Tickets screen. click the show more button in the upper-right corner of the form. For more information. see Siebel Assignment Manager Administration Guide. or a service group). see Siebel Assignment Manager Administration Guide. as described in the next procedure. In general. D 16 7 . Person responsible for resolving the trouble ticket (may be the end user. To access more fields. see Siebel Assignment Manager Administration Guide. Dynamic assignment.

click the show more button and then do one of the following: ■ ■ ■ To assign a trouble ticket using Oracle’s Siebel Assignment Manager. select Assign. then the Trouble Ticket List view. follow this procedure. In the More Info form. 4 5 In the Parent Trouble Tickets list. click the menu button. The Trouble Ticket Details form appears with the Parent Trouble Tickets list beneath it. select a person in the Owner field. then the Trouble Tickets List view. End users can group many child trouble tickets under one parent trouble ticket. To manually assign a trouble ticket to a person.1 Rev. 168 Siebel Communications Guide Version 8. select a group in the Group field. To verify the entitlement associated with the trouble ticket 1 2 Navigate to the Trouble Tickets screen. click the Ticket Id of the trouble ticket. D . To associate a child trouble ticket with an existing parent trouble ticket. In the Add Trouble Tickets dialog box. In the Trouble Ticket list. and then select a person. follow this procedure. click the Ticket Id of the trouble ticket. 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. To verify an entitlement associated with a trouble ticket. To manually assign a trouble ticket to a group.Service Requests and Trouble Tickets in Siebel Communications ■ Associating Parent and Child Trouble Tickets in Siebel Communications (End User) To assign a trouble ticket manually to a person or group 1 2 3 Navigate to the Trouble Tickets screen. In the Trouble Ticket list. select one or more parent trouble tickets. Click the Parent Trouble Tickets view tab. then the Trouble Ticket List view. select one or more child trouble tickets. NOTE: A list of children of a selected trouble ticket appears in the Related Trouble Tickets view. To associate a child trouble ticket with existing parent trouble tickets 1 2 3 Navigate to the Trouble Tickets screen. Grouping several trouble tickets under one parent can be useful for managing a single network problem that results in calls from many customers. click New. In the Trouble Tickets list.

the fulfillment system. 3 4 Identify the trouble ticket associated with the fallout order that you want to view. the trouble ticket can be closed automatically from the fulfillment system or manually in Siebel Communications. and a trouble ticket is created with order failure information. In the More Info form. see the chapter on employee asset-based ordering in Siebel Order Management Guide Addendum for Communications. To view information about a fallout order for a trouble ticket 1 2 Navigate to the Trouble Tickets screen. Information about the order failure is sent by way of the integration to Siebel Communications. or the provisioning system. the Due Date field will reflect this. then the Trouble Ticket List view. To help resolve order failures and resume order processing. To view fallout orders associated with a trouble ticket. After the issue is corrected. select Order Failure Trouble Tickets. see Siebel Field Service Guide. and click the link in its Ticket Id field. NOTE: If multiple order failures are associated with the same batch or bulk order. the fulfillment system might generate a single consolidated trouble ticket for all the order failures from that batch or bulk order. Click the Order Failure Information view tab. click Verify. Siebel Communications Guide Version 8. or revising and resubmitting the order from Siebel CRM. Viewing Fallout Orders for Trouble Tickets A fallout order is an order that has failed in the fulfillment system. NOTE: For information on determining how this dialog box is populated. the order may fail either in Oracle Application Integration Architecture. The Due Date field is automatically populated with the appropriate time period. For instance. Siebel Communications users work the order failure-generated trouble ticket normally to correct the issue.Service Requests and Trouble Tickets in Siebel Communications ■ Viewing Fallout Orders for Trouble Tickets 3 4 5 Click the More Info view tab. In the Entitlement Name field. Correcting the issue might involve resubmitting the order in the fulfillment system. The view displays a list of trouble tickets created for order failures. and for which processing has stopped. When an order is submitted from a Siebel CRM application for fulfillment. For more information about processing order failures.1 Rev. From the Saved Queries drop-down list. D 16 9 . Siebel Communications uses Oracle Application Integration Architecture to receive order failures as trouble tickets. click the show more button to access more fields. follow this procedure. select an entitlement. if the customer is entitled to have a problem fixed within two hours. 6 In the More Info form.

Error code from the external fulfillment system (if any). Some fields are described in the following table. This field maps to the common Oracle Application Integration Architecture identifier for the application in which the order failure occurred. 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. When there is no existing solution to a trouble ticket. 170 Siebel Communications Guide Version 8.1 Rev. System failure code supplied by Oracle Application Integration Architecture. Siebel Communications provides access to descriptions of how previous trouble tickets were resolved. view the fallout order information associated with the current trouble ticket. Common Order Item Id Application Error Code Global Error Code Failure Code Fulfillment Transaction Id About Trouble Ticket Solutions Customer service organizations estimate that approximately 85 percent of assigned trouble tickets are related to problems that have been previously encountered. ID code mapped by the Oracle Application Integration Architecture integration to the application-generated Order Id.Service Requests and Trouble Tickets in Siebel Communications ■ About Trouble Ticket Solutions 5 In the Order Failure Information list. System of Failure Application in which the order failed. ID code mapped by the Oracle Application Integration Architecture integration to the application-generated Order Line Item Id. Order line item ID code generated by the fulfillment system. a member of the organization can research the problem and create a new description in the form of a solution record. Transaction ID generated by the external fulfillment system for the order component. Maps the application error code to a standardized error code that can be used to map to recovery procedures. NOTE: Some fulfillment systems do not generate a transaction ID for an order. D .

see Siebel Field Service Guide. In the Trouble Ticket list. Click the Activity Plans view tab. see Siebel Applications Administration Guide. Adding an Activity to a Trouble Ticket Resolving a trouble ticket may require several procedures. click the Ticket Id of the trouble ticket. 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. Siebel Communications Guide Version 8. add a record.1 Rev. D 17 1 . performed by more than one person or group. To associate an activity plan with a trouble ticket. For more information about working with solutions. select an Activity Template. or a group. end users can select the template to populate their activities list with a defined set of activities. 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.Service Requests and Trouble Tickets in Siebel Communications ■ Resolving Trouble Tickets in Siebel Communications (End User) Solutions Defined In Siebel Communications. The word solution is also used in general terms to mean an answer to a problem. To associate an activity plan with a trouble ticket 1 2 3 4 5 Navigate to the Trouble Tickets screen. If an appropriate activity template exists. For more information about working with activities and activity plans. follow this procedure. Resolving Trouble Tickets in Siebel Communications (End User) This section describes various ways of resolving trouble tickets. if necessary. Activity plans consist of a list of activities to be completed to resolve a problem. To add an activity to a trouble ticket. End users can create an activity for each step and assign the activity to themselves. Then end users can customize the list. In the Template field. then the Trouble Ticket List view. follow this procedure. another qualified person. In the Activity Plans list.

Service Requests and Trouble Tickets in Siebel Communications ■ Using the Customer Satisfaction Survey in Siebel Communications (End User) To add an activity to a trouble ticket 1 2 3 4 Navigate to the Trouble Tickets screen. Using the Customer Satisfaction Survey in Siebel Communications (End User) Customer satisfaction surveys allow end users to conduct a survey with the person who initiated a trouble ticket. On a subsequent occasion. and add a record. end users can change its status to Closed in any Trouble Ticket list or form. from the Status drop-down list. see Siebel Applications Administration Guide. then the Trouble Ticket List view. a chart displays a measurement of the customer’s satisfaction as they record the customer’s responses. 172 Siebel Communications Guide Version 8. NOTE: When you save or click outside the record. To conduct a customer survey 1 2 3 4 Navigate to the Trouble Tickets screen. Closing a Trouble Ticket When a trouble ticket is resolved. D . click the Ticket Id of the trouble ticket. they can conduct another survey without overwriting existing survey records. Changes cannot be made to trouble tickets that are closed. In the Trouble Ticket list. an activity is automatically generated for the mailing. add a record and complete the necessary fields. Click the Activities view tab. select Closed. first change its status to Open or Pending. In the Trouble Ticket list. or they can use the Correspondence screen to send a letter and survey to the originator of a trouble ticket. In the More Info form. click the Ticket Id of the trouble ticket. In the Activities list. If they have Chart Works Server (a third-party application) installed. end users can conduct a customer survey in person. To close a trouble ticket 1 2 3 4 Navigate to the Trouble Tickets screen. To continue working on a closed trouble ticket. then the Trouble Ticket List view. Scroll down to the Survey Details form. then the Trouble Ticket List view. In the Trouble Ticket list. Click the Customer Satisfaction Survey view tab. Click the More Info view tab. As part of closing a trouble ticket. When they mail a survey. click the Ticket Id of the trouble ticket. For information about using the Correspondence screen to send out customer satisfaction surveys. the Sub-Status field changes to Resolved and the Date Closed field reflects the current time and date.1 Rev.

select appropriate chart settings. end users must verify if the person is an existing or new customer. verify the type of service agreement and entitlements connected with it. D 17 3 . “Accounts in Siebel Communications. Social Security number. If the customer does not already exist in the system. Additional End-User Tasks for Trouble Ticket Management in Siebel Communications This topic contains references to other procedures related to trouble tickets. see Chapter 3. For more information about accounts and contacts. end users can add the customer.Service Requests and Trouble Tickets in Siebel Communications ■ Analyzing Trouble Tickets Data in Siebel Communications (End User) 5 Ask each of the questions on the Survey form and record the customer’s answer for each field. If the customer exists in the system. To analyze trouble tickets data using charts 1 2 3 Navigate to the Trouble Tickets screen. including sending a text message to a pager. end users can review which requests have already been entered for this customer. Siebel Communications allows you to send messages about trouble tickets in several ways. select the trouble ticket.1 Rev. such as last name. Analyzing Trouble Tickets Data in Siebel Communications (End User) You can use charts to perform various types of analyses on your group’s trouble tickets. then the Chart view. “Agreements and Entitlements in Siebel Communications. and so on.” Entitlement Verification When creating a trouble ticket. Siebel Communications Guide Version 8.” and Chapter 5. For more information about service agreements and entitlements see Chapter 6. To verify a customer.” Communication with Field Service Agents End users may need to contact a field service agent. In the Charts form. Customer Verification When a customer telephones a call or service center. “Contacts in Siebel Communications. end users navigate to the Accounts or Contacts screen and perform a query on a form of information about the customer. In the Trouble Ticket list.

Trouble Tickets and Attachments At any time.Service Requests and Trouble Tickets in Siebel Communications ■ Additional End-User Tasks for Trouble Ticket Management in Siebel Communications For more information. see Siebel Fundamentals.1 Rev. see Siebel Communications Server Administration Guide. end users can store additional information relating to a trouble ticket in the database by associating an electronic file with the trouble ticket record. D . 174 Siebel Communications Guide Version 8. For directions for associating an attachment with a record.

and an agreement with a customer for a payment arrangement plan. their accounts are flagged by the third-party credit system. which is part of Siebel Communications. A credit alert is a Siebel Communications credit record that can be generated by messages from a back-office credit management system when a customer breaches a credit threshold. As a basis for credit management. Siebel Enterprise Application Integration (Siebel EAI). provides you with the ability to integrate with these systems and to use their information and functionality. adjustments to a customer account to correct an erroneous billing. Siebel Communications Guide Version 8. Siebel Communications can interpret late payment or nonpayment messages that the credit system generates. Credit alerts can be resolved through a variety of means. D 17 5 . such as customer payment of the outstanding amount. Siebel Communications provides information in the form of credit alerts. It can also be generated manually by a customer request or by the initiative of a customer service representative (CSR).1 Rev.13 Credit Management in Siebel Communications This chapter includes the following topics: ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ “About Credit Management in Siebel Communications” on page 175 “Scenario for Credit Management in Siebel Communications” on page 178 “Reviewing and Adding a Credit Alert in Siebel Communications (End User)” on page 179 “Adding an Activity to a Credit Alert in Siebel Communications (End User)” on page 181 “Contacting the Customer About a Credit Alert (End User)” on page 181 “Entering Payments for Credit Alerts in Siebel Communications (End User)” on page 182 “Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)” on page 182 “Process of Managing Collections in Siebel Communications (End User)” on page 187 “Closing a Credit Alert Manually in Siebel Communications (End User)” on page 191 “Additional End-User Tasks for Credit Management in Siebel Communications” on page 191 About Credit Management in Siebel Communications Credit management functionality frequently resides in third-party back-office credit systems. The rules for detecting late payment or nonpayment are defined in the credit system. If customers are late in paying their bills or have not paid their bills in full.

Credit Management in Siebel Communications ■ About Credit Management in Siebel Communications When Siebel Communications is linked with the external Oracle Communications Billing and Revenue Management application through Oracle Application Integration Architecture. D . and and puts the payload in a queue in the Oracle Communications Billing and Revenue Management Advanced Queuing facility (AQ). In Oracle Communications Billing and Revenue Management. a daily batch creates a payload.1 Rev. 176 Siebel Communications Guide Version 8. credit management works as shown in Figure 17. Figure 17. Credit Alerts Integration The diagram shows the following process: 1 2 The external Oracle Communications Billing and Revenue Management application identifies that a customer is in Collections.

Generates credit alerts when external credit management systems send information about changes in the credit situation of a customer.1 Rev. Provides the ability to send updated credit alert information back to the external credit management systems. and making account adjustments. A Customer Service Representative (CSR) using Oracle’s Siebel Call Center works on the credit alert by calling the customer and making payment arrangements. Activities. Displays the credit management system’s responses to these requests. Payments.Credit Management in Siebel Communications ■ About Credit Management in Siebel Communications 3 4 In Oracle Application Integration Architecture. Also allows you to add activities based on a credit alert. which are Oracle’s Siebel Enterprise Integration Manager (EIM) tables for loading data into Siebel CRM. Allows you to send requests to the credit management system for payment arrangement plans in response to a credit alert. 5 6 7 Siebel Communications Credit Management provides the following capabilities: ■ Credit Alerts. Attachments. Allows you to send customer payments to the credit management system in response to a credit alert. Displays customer billing information you may need to resolve a credit alert. They are responsible for reviewing with the customer all account information and credit issues. Siebel Communications provides the following credit management requirements in other modules: ■ ■ Credit Rating. ■ ■ ■ ■ ■ In addition. Oracle Application Integration Architecture middleware updates the collection action status in Oracle Communications Billing and Revenue Management. Generates activities associated with a credit alert. Payment Arrangements. including credit score. see “About Financial Profiles in Siebel Communications” on page 67. CSRs use Credit Management functionality to manage and monitor customer credit issues. Siebel Communications Guide Version 8. The SyncCollectionAction job reads the AQ and populates the EIM_ACCNT_PROF and EIM_ALERT_CUT tables. Displays the customer’s credit rating details. as well as answering billing inquiries. 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. Allows you to attach external documents to a credit alert. the CSR synchronizes the status to Oracle Communications Billing and Revenue Management. source. Displays the credit management system’s responses to these requests. Billing Information. which are Siebel base tables that receive credit alert data from the EIM tables and display that data in Siebel CRM. When the credit alert status is changed to Closed. A Siebel administrator runs an EIM job to load the credit alerts into the S_INV_PROF and S_ALERT_CUT tables. For more information. D 17 7 . an administrator processes the payload through Oracle® Data Integrator by running the SyncCollectionAction job. suggesting payment arrangement plans. and date.

The CSR contacts the owner and informs him of the outcome. Scenario for Credit Management in Siebel Communications This scenario shows a sequence of procedures performed by a customer service representative (end user). However. The CSR informs the owner that he can either delay the payment of the bill or request a payment arrangement plan. A CSR is responsible for handling credit queries for all of your small and medium-sized customers. The CSR enters the required information into Siebel Communications. The owner usually pays the bill on time. set up payment arrangement plans. The owner asks what options are available. Siebel Communications transmits this information to the credit management system. The owner apologizes for the delay in payment of the bill and explains that the company has experienced a temporary cash flow problem. Then the CSR updates the Action Type of the credit alert to Payment Arrangement Agreed. Your company may follow a different sequence according to its business requirements. and attaches the letter to the credit alert. The CSR then writes a letter confirming the details of the payment arrangement plan. which then forwards a nonpayment message to Siebel Communications. This nonpayment is automatically detected by the company’s accounts receivable system and is forwarded to the credit management system.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 customer’s account. the CSR checks for all open and pending credit alerts assigned to them. 178 Siebel Communications Guide Version 8. She also checks for all credit alerts raised against the customer’s account in the last 12 months to see if there is a history of delinquency. The credit management system processes the request overnight and responds with an update to the credit alert. which is acceptable. the latest bill for the wireless services is overdue by 18 days. The CSR notices that the customer’s payment arrangement request has been approved. Siebel Communications then generates an activity to contact the owner and sets the account status appropriately. The owner asks to repay the outstanding bill in three installments.1 Rev. sets the credit alert’s Status to Pending. This turns out to be the first credit alert against the customer’s account. and maintain billing profiles. who is listed as the primary contact for the customer account. A business customer has a contract for wireless subscriptions for its employees. The message causes Siebel Communications to create a credit alert. D . and the supervisor assigns the credit alert to the CSR. The CSR examines the credit alert and reviews the billing information needed to handle any customer questions. The CSR then checks the customer's credit rating. The next day. The credit alert appears in the customer service supervisor's queue by default. and records the details of the conversation in the Comments field. The CSR looks up contact information for the customer in Siebel Communications and telephones the owner.

Closed. Siebel Communications includes the queries All. The policies for assignment of credit alerts are determined by their company. Open and Unassigned Alerts. They can limit the list by selecting a predefined query.1 Rev.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. The My Credit Alerts view displays only the credit alerts that are assigned specifically to an end user. D 17 9 . End users can use the All Credit Alerts view or the My Credit Alerts view to see external credit alerts. which originate from your company’s external credit management system. Example of Sequence for Credit Management Reviewing and Adding a Credit Alert in Siebel Communications (End User) The All Credit Alerts view displays all credit alerts in the system. These views are identical except for the ownership. Siebel Communications Guide Version 8. Figure 18.

“Billing in Siebel Communications. Automatically populated when a new record is added. To access more fields. Invoice number associated with the credit alert. which may or may not be generated within Siebel Communications. need to refer to the customer billing data to deal with the customer contact. Field Account Account # Action Type Agreement Alert # Comments Account name associated with the credit alert. click the show more button in the upper right corner of the form. Type of action to be performed in relation to a credit alert. In the Credit Alerts list. add a record and complete the necessary fields in the record and the More Info form. for example.” Credit alerts can be created manually in Siebel Communications. a customer may want you to query the billing account. If they have permission to do so. see Chapter 10. Indicates if the alert was generated externally by a credit management system or internally by a CSR. such as Oracle Communications Billing and Revenue Management by way of an EIM job. Date and timestamp showing when the credit alert was generated within Siebel Communications. Account number associated with the credit alert. The customer may. Person to whom the credit alert is assigned. end users can create a credit alert and a corresponding payment arrangement plan record. These tasks are described in the procedures that follow. or imported as a batch from a thirdparty credit management application. For more information. On being contacted by a service provider regarding a credit problem. these alerts can record situations such as the likelihood of a delayed customer payment. The Action Type may generate or require one or more activities. Some fields are described in the following table.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. Agreement associated with the credit alert. D . therefore. To create an internal credit alert manually 1 2 Navigate to the Credit Management screen. Automatically populated. Priority of the action to be taken in response to the credit alert. believe that he has been incorrectly billed. Status of the credit alert.1 Rev. Amount Owed Created On Invoice # Owner Priority Source Status 180 Siebel Communications Guide Version 8. End users may. Amount owed by the customer. Unique identifier for the credit alert.

When Siebel Communications receives this credit alert. NOTE: The Sub Status field of the credit alert is read-only in Siebel CRM and can be populated only by the external application. Parameter Configuration File Error Flags SQL Trace Flags Trace Flags Value ProcessAlertsAndBillingProf. see the chapter on importing data in Siebel Enterprise Integration Manager Administration Guide. In the Credit Alerts list. click the Alert # of a credit alert record. Similarly. the status color of the billing profile can be changed only by the external application. In the Activities list.ifb 1 8 1 For more information about running EIM to import data from external applications. For each credit alert with a substatus of Entered Collections. or help the customer to decide whether they would like to send payment immediately or request a payment arrangement plan. a new credit alert is created by the external application with a substatus of Exited Collections. To add an activity to a credit alert 1 2 3 4 Navigate to the Credit Management screen. Siebel Communications changes the billing profile status of the associated account to yellow. add a record and complete the necessary fields. Click the Activities view tab. D 18 1 . Adding an Activity to a Credit Alert in Siebel Communications (End User) End users can associate activities with a credit alert. After the account exits from Collections. On successful completion of this job. credit alerts are created in Siebel Communications. Determine if it is necessary to adjust the customer’s account. The Credit Alert Activities view displays all activities associated with a selected credit alert.1 Rev.Credit Management in Siebel Communications ■ Adding an Activity to a Credit Alert in Siebel Communications (End User) To import credit alerts from an external application ■ Run an EIM job with the parameter values as shown in the table that follows. the billing profile status of the associated account is changed to green. Siebel Communications Guide Version 8. Contacting the Customer About a Credit Alert (End User) Contact the customer to discuss the reason for the credit alert and the available payment options.

For more information about entering payment information. D . locate the credit alert for which you want to record a payment. end users need to make an adjustment to the customer’s billing account. and length of the customer’s association with your company. Such a customer might request a payment arrangement plan with installments or a deferral of payment. click the Payments view tab. see “Entering Payment Against an Outstanding Balance in Siebel Communications (End User)” on page 135. On the Billing Profile screen. However. A payment arrangement plan is associated with a credit alert because it may resolve a customer credit issue. End users can enter multiple instances of payment information for a single credit alert. Click Submit. reject the request. The response may depend on factors such as corporate policy. follow this procedure. they associate an account adjustment with a credit alert because it may solve a customer credit issue. Drill down on the Billing Profile field. then the Credit Alert List view.Credit Management in Siebel Communications ■ Entering Payments for Credit Alerts in Siebel Communications (End User) Entering Payments for Credit Alerts in Siebel Communications (End User) Siebel Communications allows end users to submit a record of payment received from a customer in response to a credit alert. To enter a payment for a credit alert 1 2 3 4 5 6 7 Navigate to the Credit Management screen. customer credit history or credit-worthiness. Another customer might be facing financial difficulties and is unable to meet his obligations to pay for services. In that case. Siebel Communications displays the payment record in the Payments list and submits the payment to the billing system. complete the fields as needed. In the Capture New Payment dialog box. To enter a payment for a credit alert. Typically. or propose its own terms. Siebel Communications provides the ability to request an adjustment and to receive information about the outcome. add a new record. 182 Siebel Communications Guide Version 8. 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 response. One possible resolution for a credit alert involves the customer’s immediate payment of the amount outstanding. The actual account adjustment is made in a third-party billing or accounts receivable system. In the Credit Alerts list.1 Rev. your company can approve the request. In the Payments list.

or modified with new terms. To create account adjustments and payment plans. NOTE: You can request either an installment plan or a payment deferral. click the Alert # of a credit alert record.1 Rev. Siebel Communications Guide Version 8. specify one installment to be paid at a future date. The customer request can be approved in full. follow this procedure. In the Credit Alerts list. D 18 3 . Click the Account Adjustments view tab.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. perform the following tasks: 1 2 3 “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 Submitting Requests for Account Adjustments or Payment Plans (End User) End users first submit a request for an account adjustment or a payment plan. The Account Adjustments list displays the history of adjustment requests. To submit a request for an account adjustment 1 2 3 Navigate to the Credit Management screen. This task is a step in “Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)” on page 182. To submit a request for an account adjustment. For a deferral request. The credit management system then sends the outcome back to Siebel Communications. rejected entirely.

add a record and complete the necessary fields. Number of installments for payment arrangement. Original due date for payment. Click the Payment Arrangements view tab. In the Credit Alerts list. Set by default to Open. Date the request for adjustment is made. Field Amount Date Reason Status Type Comments Amount of the adjustment. select Payment Arrangement Details from the Show dropdown list. Set by default to current date and time. Payment Arrangement plan end date. Status of the request. click the Alert # of a credit alert record. To submit a request for a payment arrangement plan 1 2 3 4 5 Navigate to the Credit Management screen. For a single-payment deferral plan. NOTE: It is possible to submit multiple account adjustment requests for a single account. Number of Installments Original Amount Due Original Due Date Plan End Date 184 Siebel Communications Guide Version 8. Type of adjustment request. D . this situation is not typical.Credit Management in Siebel Communications ■ Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User) 4 In the Account Adjustments list. The installment amount equals the original amount due divided by the number of installments. Reason the adjustment request is being made. However. In the Payment Arrangements form.1 Rev. In the Payment Arrangement Details form. Some fields are described in the following table. To submit a request for a payment arrangement plan. Set by default to amount owed on the credit alert. use the same date for both Start Date and End Date. this number is 1. Some fields are described in the following table. For a singlepayment deferral plan. Field Installment Amount Comments This field is automatically populated when you enter the number of installments. follow this procedure. add a record and complete the necessary fields. Total amount due.

From the drop-down list. D 18 5 . To view a history of payment arrangements. Viewing Account Adjustment or Payment Plan Request Outcomes (End User) Typically. specifically the Status. select Payment Arrangement Requested. In the Credit Alerts list. select Pending. In the Account Adjustments list. 6 7 Click the back button until you return to the credit alert list. the account adjustments and payment arrangement plans are agreed upon in the back office. Siebel Communications Guide Version 8. To display the outcome of an account adjustment request. Amount Approved.1 Rev. This task is a step in “Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)” on page 182. To view a history of payment arrangements 1 2 3 4 Navigate to the Credit Management screen. In the Payment Arrangements form. From the Action Type drop-down list. Type of payment arrangement plan. follow this procedure. and Approval Description fields. Click the Payment Arrangements view tab. NOTE: Each adjustment request is accompanied by a single adjustment outcome. click the Alert # of a credit alert record. either manually or through a system. Status of the request. follow this procedure.Credit Management in Siebel Communications ■ Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User) Field Plan Start Date Plan Type Status Comments Payment Arrangement plan start date. Click the Account Adjustments view tab. select Payment Arrangement from the Show drop-down list. review the credit management system’s response to the adjustment request. The back-office system then sends the outcome of the customer request to Siebel Communications. click the Alert # of a credit alert record. To view an account adjustment outcome 1 2 3 4 Navigate to the Credit Management screen. In the Credit Alerts list.

In the Credit Alerts list. Number of installments. follow this procedure. 186 Siebel Communications Guide Version 8. Outcome of the payment arrangement plan request. To view a payment arrangement plan outcome 1 2 3 4 Navigate to the Credit Management screen. This can be either a single payment or multiple installments. This task is a step in “Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)” on page 182.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. D . click the Alert # of a credit alert record. Click the Payment Arrangements view tab. Scroll down to the Payment Arrangements Outcome form to view the credit management system’s response to the adjustment request. This can be either a single payment or multiple installments. Field Installment Amount Interest Charge Number of Installments Plan Type Status Total Amount Due Comments Payment amount per installment. follow this procedure. Some of the fields are described in the following table. To record the customer’s decision about an account adjustment outcome 1 2 3 Navigate to the Credit Management screen. click the Alert # of a credit alert record. Interest owed on the payment arrangement plan. Click the Account Adjustments view tab.1 Rev. Type of payment arrangement plan. To record a customer’s decision about an account adjustment outcome. Recording Customer Decisions About Account Adjustments or Payment Plans (End User) End users can record the customer’s decision about the outcome. In the Credit Alerts list. This is calculated by the back-office system. Total owed for bill and accrued interest.

suspension of service. and cancellation of the account. To record a customer’s decision about a payment arrangement outcome. The specific collection actions you perform may be different. referral to a collection agency. 5 If the customer rejects the outcome. NOTE: If your company’s policy does not require a customer decision regarding an account adjustment outcome. enter information in the Customer Decision and Customer Decision Date fields.1 Rev. click the Alert # of a credit alert record. a demanding phone call.Credit Management in Siebel Communications ■ Process of Managing Collections in Siebel Communications (End User) 4 In the Account Adjustments list. for example. depending on your company’s business requirements. follow this procedure. discuss the options again and submit another request. The integration functions as follows: ■ The external application identifies bills that are past the due date and require collection. Scroll down to the Payment Arrangements Outcome form and enter information in the Customer Decision and Customer Decision Date fields. To record the customer’s decision about a payment arrangement outcome 1 2 3 4 Navigate to the Credit Management screen. Click the Payment Arrangements view tab. If payment is not made after the grace period. Collection management involves integrating Siebel Communications with an external credit management application or the external Oracle Communications Billing and Revenue Management application. the customer decision fields may not appear in Siebel Communications. a dunning letter. discuss the options again and submit another request. Process of Managing Collections in Siebel Communications (End User) Collection management is the process of collecting payment from a subscriber after the end of the grace period for the amount due. a reminder letter. a typical sequence of collection actions might. The external application transmits a notification that becomes a credit alert in Siebel Communications. the customer decision fields may not appear in Siebel Communications. Collection management involves performing a sequence of actions to collect the past due amount. In the Credit Alerts list. NOTE: If your company’s policy does not require a customer decision regarding an account adjustment outcome. D 18 7 . consist of a reminder phone call or email. Siebel Communications Guide Version 8. 5 If the customer rejects the outcome.

Credit alerts can also be entered manually. the billing profile status changes from yellow back to green. 3 Select the credit alert that is associated with the collection action whose status you want to update. 188 Siebel Communications Guide Version 8. To update a collection action 1 2 Navigate to the Credit Management screen. To view and update collection actions. ■ Billing statuses that have been updated in Siebel Communications are then synchronized with and updated in Oracle Communications Billing and Revenue Management. 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. When the account exits from collection. The Credit Alerts list shows only those credit alerts that are associated with collection actions. perform the following tasks: 1 2 3 “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 Updating Collection Actions in Siebel Communications Collection actions appear in Siebel Communications as credit alerts. You can update collection actions by changing the status of credit alerts. This task is a step in “Process of Managing Collections in Siebel Communications (End User)” on page 187. see “Reviewing and Adding a Credit Alert in Siebel Communications (End User)” on page 179. Query for credit alerts with a status of Open. follow this procedure. then the Credit Alert List view. Most credit alerts are automatically created through batch updates from Oracle Communications Billing and Revenue Management. and billing statuses are updated in Siebel Communications automatically by the external application. To manage collections in Siebel Communications. Collection actions are performed.1 Rev. its Billing Profile status changes from green to yellow. For more information about creating a credit alert. D .Credit Management in Siebel Communications ■ Process of Managing Collections in Siebel Communications (End User) ■ When an account enters collections in the external application.

Date on which the current collection action is due. this field displays one of the following values: ■ ■ Entered Collections Exited Collections Due Date Sub Status As collection actions are completed. D 18 9 . 5 Change the Status field from Open to another. If the current credit alert is associated with a collection action (that is. The action type might generate or require one or more activities. Field Action Type Comments Type of action to be performed in relation to a credit alert. appropriate value. If the current credit alert is associated with a collection action (that is. Read-only when credit alert is created in the external billing system. Billing Profile ID Identifier code for the account billing profile with which this credit alert is associated.1 Rev. Read only. this field will have one of the following values: ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ No Action No Action . if its status is Open). you can change the value to another value on this list. Siebel Communications Guide Version 8. the value is updated from the external Oracle Communications Billing and Revenue Management application.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. Some fields are described in the table that follows. if its status is Open).Impose Late Fee No Action .Credit Management in Siebel Communications ■ Process of Managing Collections in Siebel Communications (End User) 4 View details of the credit alert.

This task is a step in “Process of Managing Collections in Siebel Communications (End User)” on page 187. then the Credit Alert List view. Click the link in the Billing Profile field. The Credit Alerts list shows only those credit alerts that are associated with collection actions. To process a collections payment 1 2 Navigate to the Credit Management screen. Query for credit alerts with the status of Open. 190 Siebel Communications Guide Version 8. create a new record. The associated collection action is updated in the external Oracle Communications Billing and Revenue Management application. and Payment Amount fields. To close a collections action credit alert. see “Entering Payments for Credit Alerts in Siebel Communications (End User)” on page 182. Processing Collection Payments in Siebel Communications One possible resolution for a collections credit alert involves the customer's full or partial payment of the amount outstanding. Closing Collections Actions in Siebel Communications When a credit alert is created by the external Oracle Communications Billing and Revenue Management application. Siebel Communications updates the Billing Profile Status field and notifies the external Oracle Communications Billing and Revenue Management application. This task is a step in “Process of Managing Collections in Siebel Communications (End User)” on page 187. When you close a collections action credit alert. its sub status is set to Entered Collections. follow this procedure. In the Payments list. follow this procedure.Credit Management in Siebel Communications ■ Process of Managing Collections in Siebel Communications (End User) 6 Click Sync Status. Complete the Payment Date. For more information about processing payments for credit alerts. Click Submit. Click the Payments view tab. To process a payment for a collections credit alert. 3 4 5 6 7 8 Select the credit alert that is associated with the collection action for which you want to process a payment. D . Payment Method. and the billing profile status of the associated account is updated with the color yellow.1 Rev.

For more information about automatic credit alert updates. Closing a Credit Alert Manually in Siebel Communications (End User) After an outcome has been received and accepted (if necessary). Change the Status field to Closed. Siebel Communications Guide Version 8. CAUTION: Do not use this procedure if your Siebel CRM application is integrated with an external system. that credit alert might remain open in the external application and cause a data mismatch. Rejected.Credit Management in Siebel Communications ■ Closing a Credit Alert Manually in Siebel Communications (End User) To close a collections action 1 2 Navigate to the Credit Management screen. D 19 1 . more general procedures related to credit management. see “Process of Managing Collections in Siebel Communications (End User)” on page 187. as applicable. In the Credit Alert list. see Siebel Field Service Guide and Siebel Applications Administration Guide. When the account exits from collection in the external application. In the Action Type field. Query for credit alerts with the status of Open. always allow credit alerts to be closed automatically by the external application. Click Sync Status. For more information about closing a credit alert. 3 4 5 Select the credit alert that is associated with the collection action that you want to close. To close a credit alert manually 1 2 3 4 Navigate to the Credit Management screen. see “Closing a Credit Alert Manually in Siebel Communications (End User)” on page 191. If you close a credit alert manually in Siebel Communications. In an integrated environment. the external application sends a credit alert update with a substatus of Exited Collections and updates the associated billing profile from yellow to green. In the Status field. select Payment Arrangement Agreed. you can close the credit alert manually in Siebel Communications. Siebel Communications sends the closing actions to the external Oracle Communications Billing and Revenue Management application through the integration. select Closed. then the Credit Alert List view. Additional End-User Tasks for Credit Management in Siebel Communications For descriptions of other.1 Rev. or Cancelled. The Credit Alerts list shows only those credit alerts that are associated with collection actions. click the Alert # of a credit alert record.

including bills and credit rating data.1 Rev. D . 192 Siebel Communications Guide Version 8. For information about checking customer financial information.Credit Management in Siebel Communications ■ Additional End-User Tasks for Credit Management in Siebel Communications Financial Information Checks Look at customer financial information. that may be useful in resolving credit alerts. see “About Financial Profiles in Siebel Communications” on page 67.

14 Fraud Management in Siebel Communications This chapter includes the following topics: ■ ■ ■ ■ ■ ■ ■ “About Fraud Management in Siebel Communications” on page 193 “Scenario for Fraud Management in Siebel Communications (End User)” on page 194 “Viewing Fraud Alerts in Siebel Communications (End User)” on page 195 “Following Up with the Customer about a Fraud Alert (End User)” on page 197 “Changing Fraud Thresholds in Siebel Communications (End User)” on page 197 “Updating the Fraud Alert in Siebel Communications (End User)” on page 197 “Additional End-User Tasks for Fraud Management in Siebel Communications” on page 198 About Fraud Management in Siebel Communications Fraud occurs when someone uses a service to defraud a consumer. For example. The fraud management process involves fraud alerts. For example. Some of the more common methods and indicators of fraud include: ■ ■ ■ ■ ■ Cloning of wireless handsets Stolen handsets Unauthorized third-party charging of calls Stolen or fraudulently obtained calling cards and PINs Bills returned in the mail with a claim that the customer is not at that address Fraud can be identified in various ways.00 per day for domestic calls. A fraud alert can also be generated by a breach of a fraud threshold. or service provider by obtaining free services or services that the individual concerned is not entitled to. legal phone. Alternatively. illegally modifying a handset chip to send an identification signal for another. a consumer may identify fraud on a bill. This allows the owner of the illegal handset to make phone calls on the legal phone owner's account. a service provider may identify irregular calling patterns that may indicate fraud. which are generated by the fraud management system from an analysis of calling details. an alert may be generated if the system detects calls originating from two different cities within a short time period. D 19 3 . business. companies have used legacy fraud management systems to identify and manage fraud. a customer may have a threshold limit of $250. Traditionally. For example.1 Rev. warnings that a fraud may have been committed. noting charges for services that were not requested or used. A common way to commit such a fraud is by cloning. Siebel Communications Guide Version 8. A fraud threshold is a value which. produces a fraud alert. when exceeded.

a list of customer accounts that are suspected of or confirmed for fraud. D . The fraud management system also suspends the customer’s account pending customer confirmation. The Siebel application creates a fraud alert and fraud alert details and updates the customer account with the fraud level. and the account is flagged as fraudulent. fraud-related background information about accounts. the fraud type set to Invalid Calls. The CSRs fraud management system notices that calls from the owner’s wireless phone have originated in San Francisco and Los Angeles within a span of a few minutes. which is used to manage customer interactions related to fraud. and the history of fraud-related activities for an account. Your company’s back-office fraud management systems send fraud lists to Siebel Communications for follow-up. This can only happen when a wireless handset has been cloned. and the supervisor assigns the fraud alert to the CSR.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. Stolen Handset. 194 Siebel Communications Guide Version 8. Fraud alerts indicate what type of fraud may have occurred. Your company may follow a different sequence according to its business requirements. The fraud system creates the alert and flags the account. Siebel Communications has been configured to generate an activity to contact the customer. fraud alerts. Siebel Communications functions as the front-office application for managing fraud. The fraud alert appears in the customer service supervisor's queue by default. The CSR also checks for any other fraud alerts raised against the customer’s account in the last 12 months to see if there is a history of fraud.1 Rev. The owner is one of the wireless subscribers and is based in Rome. The fraud management system generates a fraud alert for the customer’s account. Siebel Communications allows you to view fraud lists. A business customer has a contract for wireless subscriptions for the firm’s employees. who then examines the fraud alert and associated fraud alert details. Scenario for Fraud Management in Siebel Communications (End User) This scenario shows a sequence of procedures performed by a customer service representative (end user). Another fraud alert type. To help you resolve cases of suspected or obvious fraud. Exceeds Threshold is a fraud alert type that indicates that a predefined limit has been exceeded. The back-office system may generate multiple lists. with the fraud level set to Certain. This turns out to be the first fraud alert against this customer’s account. and fraud event set to Simultaneous Calls. indicates that a customer's wireless handset has been stolen. 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. For example. the fraud data is sent to the CSR’s Siebel application. Through integration with the third-party system. classified by categories in descending order of the likelihood of fraud. A CSR is responsible for handling fraud issues for all of your small and medium-sized customers. A back-office fraud management system usually has a front-office component. The fraud message and the associated call detail records (CDRs) are forwarded to Siebel Communications.

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. D 19 5 . The owner mentions that he has not been to Los Angeles for more than two years. The CSR updates the fraud alert's status and attaches appropriate comments. and is certain that the phone has been in his control during this period. Siebel Communications receives a fraud alert and fraud alert details.1 Rev. Siebel Communications transmits this information to the fraud management system. Example of Sequence for Fraud Management Viewing Fraud Alerts in Siebel Communications (End User) When a back-office application flags an account for fraud. The CSR informs him that there may have been a fraudulent use of his telephone number. who is listed as the primary contact for the customer account. and that the CSR will need to provide him with another telephone number. The CSR’s fraud management department then starts its formal investigation. Siebel Communications Guide Version 8. The customer agrees to take his handset to the nearest dealer who will help him with this process. Figure 19. Figure 19 shows a possible sequence for managing fraud.

In the Fraud Alerts list. End users then discuss the fraud alert details. Stolen Handset) to have no associated fraud alert details. Field Charge Date/Time Comments Cost of or charges for the service from the Charge dialog box. Primary person assigned to this account for fraud management purposes. click the Alert # field of a fraud alert. which contain the specific data alleged to be fraudulent. with the customer. Threshold Overflow To display fraud alert details. Click the Event Details view tab. Quantity by which the account’s threshold level was exceeded. end users review the fraud alert to determine the type of fraud that may have occurred. Field Alert # Fraud Event Owner Comments Unique identifier code assigned by the system to each fraud alert. The value in this field depends on the value in the Fraud Type field.Fraud Management in Siebel Communications ■ Viewing Fraud Alerts in Siebel Communications (End User) In the course of investigating fraud. This person is responsible for customer follow-up to determine if fraud has taken place. An Account form appears with the Event Details list beneath it. Some fields in the list are described in the following table. 196 Siebel Communications Guide Version 8. click the Alert # field of a fraud alert. follow this procedure. Some fields in the Event Details list are described in the following table. Date and time of the event. This typically consists of the call detail records associated with the suspected fraudulent calls. D . To view fraud alert details 1 2 3 Navigate to the Fraud Management screen. The Event Details list displays detailed information about the selected alert. In the Fraud Alerts list.1 Rev. Condition that indicates suspected fraud. It is possible for certain fraud alerts (for example. To view a fraud alert 1 2 Navigate to the Fraud Management screen. To display a fraud alert. follow this procedure.

change one or more of the fields. For example. The name of the rate plan used to calculate the charge—for example. In a record of the Fraud Alerts list.” Updating the Fraud Alert in Siebel Communications (End User) End users can indicate that some action has been taken by adding comments or by changing other fields in the fraud alert record. Changing Fraud Thresholds in Siebel Communications (End User) End users can change thresholds in the fraud profile. D 19 7 . Geographical location of the number dialed in a suspected fraudulent call. Number dialed in a suspected fraudulent call. see Chapter 4. “Profiles in Siebel Communications. priority. it may cancel the fraud alert. or owner. To change a fraud threshold 1 2 3 Navigate to the Fraud Management screen. Following Up with the Customer about a Fraud Alert (End User) End users should establish contact with the customer. Standard. If repeated attempts to contact the customer fail. For information about the fields in the Fraud Account Profile form. the customer can request a higher threshold.Fraud Management in Siebel Communications ■ Following Up with the Customer about a Fraud Alert (End User) Field Length Number Called Number Location Rate Comments Length of the service in seconds. end users may need to disconnect the customer’s service. Off-Peak. In the Fraud Account Profile form. or International. if a breach of a credit threshold generated the fraud alert. Your company may have a business rule that determines how many times end users should attempt to contact the customer. click the Account Name hyperlink. Your company can configure Siebel Communications to send a message to this effect to the back-office system. If this is granted.1 Rev. Workflow Manager or a VB script might be used for this configuration. such as its status. if necessary. Economy. Siebel Communications Guide Version 8. Peak.

In the Fraud Alert record and More Info form. see Siebel Order Management Guide Addendum for Communications. D . complete the necessary fields. based on the nature of the alert. a discussion with the customer. If your company has configured the Fraud Activities types to include Service Disconnect. 198 Siebel Communications Guide Version 8. Otherwise. failure to contact the customer. Disconnecting Service End users can disconnect a customer’s service.Fraud Management in Siebel Communications ■ Additional End-User Tasks for Fraud Management in Siebel Communications To update a fraud alert 1 2 3 Navigate to the Fraud Management screen. Depending on the severity of the alert. In the Fraud Alerts list. if necessary. international dialing) may already have been disconnected by the back-office system. end users can add this activity to a fraud alert. or your company’s policy. select a fraud alert. Additional End-User Tasks for Fraud Management in Siebel Communications This topic contains a reference to another procedure related to fraud management. part or all of the customer’s services (for example.1 Rev. for information about disconnecting a service.

Some prebuilt workflow processes are included in the sample database distributed with Siebel Communications. including databases. Siebel Communications Guide Version 8. For information about these topics. it may be available on request. For help with requesting a workflow process. NOTE: The integration workflow processes discussed in this chapter are not Application Services Interfaces (ASIs). If a workflow process mentioned in this chapter is not in your Siebel application’s sample database. D 19 9 . along with prebuilt integration objects in the Siebel Tools repository. contact your Oracle sales representative to request assistance from Oracle's Professional Services.1 Rev. Some workflow processes (also known as business processes) allow your company to integrate Siebel Communications with back-office systems. although they serve a similar function. see Siebel Business Process Framework: Workflow Guide and the Siebel Enterprise Application Integration (Siebel EAI) guides. Refer to these samples when you design your own integration workflow processes. This chapter contains the following sections: ■ ■ ■ Business scenarios that illustrate how sample integration workflow processes can be used to automate or partially automate a business process. You can implement integration with third-party systems by using the following resources and techniques: ■ Prebuilt workflows. This chapter does not give detailed information about Business Process Administration or application integration in general. 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 About Integration Workflows in Siebel Communications A workflow process is a sequence of steps that automates a business function. Details of sample workflow processes to help you understand how a workflow process is set up. available on the Siebel Bookshelf. Descriptions of sample integration workflow processes that are available in the Siebel Communications sample database.15 Defining Integration Workflows for Siebel Communications This chapter explains integration using prebuilt sample workflows that may be provided with your Siebel application or that may be available on request.

you normally use both Oracle’s Siebel Business Process Designer and Siebel Enterprise Application Integration (Siebel EAI). Your company can automate the integration between Siebel Communications and other applications manually. and perform calculations. Using Oracle’s Siebel Enterprise Application Integration (Siebel EAI) module. NOTE: Integration with specific back-office systems or middleware packages is performed by your company. Workflow Processes. You can also build your own in Siebel Tools (at design time) or in the Siebel Web client (at run time). The repository stores both integration objects and the mapping between business objects and integration objects. This process allows middleware vendors to build their own Siebel-to-third-party connectors. The Siebel Communications repository contains some business services that specifically help with integration tasks. Workflow process steps call business services that perform the procedures needed to perform a business process. The CUT Send Account Data workflow process triggers the CUT Get Account Data subprocess. Business services act upon objects to move data. Siebel EAI.Defining Integration Workflows for Siebel Communications ■ Terminology for Integration Workflows in Siebel Communications ■ Manual integration. The external application calls the CUT Send Account Data workflow process using the available Siebel object interfaces. Integration objects define the content of the messages that are initiated or received by Siebel Communications. 200 Siebel Communications Guide Version 8. NOTE: Triggers for some business processes (for example. To automate the integration between Siebel Communications and other applications manually. Terminology for Integration Workflows in Siebel Communications This section describes some terms used in this chapter in the context of workflow processes. It supports message-based integration with external applications. Siebel Business Applications offer prebuilt connectors to some back-office applications. Siebel Enterprise Application Integration (Siebel EAI) is a set of tools. Business Services. They are based on business objects. Integration Objects. Responding to an External Request for Account Data An external system requires account data from Siebel Communications. Workflow processes are sequences of steps that are used by Business Process Administration to automate a business function. It retrieves the data from Siebel Communications using the workflow process as an API. technologies. and prebuilt functional integrations that facilitate application integration. Scenarios for Defining Integration Workflow in Siebel Communications The following business scenarios illustrate how you can automate business processes using workflow processes in combination with Business Process Administration. convert data formats. a button-push or workflow policy) are defined during implementation of the workflow process.1 Rev. D . a service provider can connect Siebel Communications directly to another application within the operational support system architecture or connect to a hub or queue.

Sending Account Data to an External System An end user creates or modifies a customer account record in Siebel Communications. The CUT Send Service Profile workflow process triggers the CUT Get Service Profile subprocess. Responding to an External Request for Service Profile Data An external system requires service profile data from Siebel Communications. and the profile data is synchronized with Siebel Communications. D 20 1 . It retrieves the data from Siebel Communications directly. The workflow process used to perform this scenario is CUT Send Account Data. and this information is communicated to a back-office system. The workflow process used to perform this scenario is CUT Receive Account Data.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. Synchronizing Service Profile Data with an External System End users create or modify a service profile in Siebel Communications. The workflow process used to perform this scenario is CUT Receive Service Profile Data. Synchronizing External Service Profile Data End users create or modify a service profile in an external application. using the available Siebel object interfaces. The external application calls the CUT Get Sales Order Data workflow process directly. The workflow process used to perform this scenario is CUT Send Service Profile Data. and the profile data must be synchronized with one or more back-office systems. Responding to an External Request for Sales Order Data An external system requires sales order data from Siebel Communications.1 Rev. NOTE: A service profile contains the same information found on the Installed Assets view of the Accounts screen. The workflow process used to perform this scenario is CUT Send Service Profile Data along with the subprocess CUT Get Service Profile Data. using the available Siebel object interfaces. The external application calls the CUT Send Service Profile workflow process directly. Receiving Account Data from an External System The customer account data has been modified in a back-office system and must be updated in Siebel Communications. It retrieves the data from Siebel Communications using the workflow process as an API. Siebel Communications Guide Version 8. using the workflow process as an API.

and the order data is sent to one or more back-office systems.1 Rev. D . The workflow process used to perform this scenario is CUT Send Sales Order Data. using the workflow process as an API. The workflow process used to perform this scenario is CUT Receive Work Order Data. using the workflow process as an API. The external application calls the CUT Get Work Order Data workflow process using the available Siebel object interfaces. The workflow process used to perform this scenario is CUT Get Work Order Data. Sending Sales Order Data to an External System End users create a sales order in Siebel Communications. Sending Work Order Data to an External System End users create a work order in Siebel Communications. The external application retrieves the data from Siebel Communications directly. 202 Siebel Communications Guide Version 8. Responding to an External Request for Trouble Ticket Data The external system requires trouble ticket data. It retrieves the data from Siebel Communications directly. Receiving Sales Order Data from an External System The sales order has been acted upon by one of the back-office systems and must be updated in Siebel Communications.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. The workflow process used to perform this scenario is CUT Receive Sales Order Data. The workflow process used to perform this scenario is CUT Get Trouble Ticket Data. Receiving Work Order Data from an External System The work order has been acted upon by one of the back-office systems and must be updated in Siebel Communications. The external application calls the CUT Get Trouble Ticket Data workflow process using the available Siebel object interfaces. Responding to an External Request for Work Order Data The external system requires work order data. and the order data is sent to one or more back-office systems. The workflow process used to perform this scenario is CUT Send Work Order Data.

D 20 3 . the trigger must be implemented in such a way that the workflow process is only invoked for trouble tickets that are sent to the back office. It is assumed that the phone number data are stored as Assets in the Siebel database. The workflow process used to perform this scenario is CUT Send Trouble Ticket Data. After it is entered. Siebel Communications Guide Version 8. Updates to fraud alert information stored in the back-office system are communicated to Siebel Communications in the same way. The supporting integration process is designed for trouble tickets that are sent to the back office. Receiving Fraud Alert Data A fraud alert record is created in a back-office system and sent to Siebel Communications using the CUT Receive Fraud Alert Data workflow process. allowing CSRs to see the latest information about externally generated alerts. Receiving Credit Alert Data A credit alert record is created in a back-office system and sent to Siebel Communications using the CUT Receive Credit Alert Data workflow process. NOTE: This process describes the exchange of phone number data. This process can be applied to any Asset data. Updates to credit alert information stored in the back-office system are communicated to Siebel Communications in the same way. Some trouble tickets can be managed entirely within Siebel Communications. Receiving Trouble Ticket Data from an External System A trouble ticket is created in a back-office system. Synchronizing Phone Number Data with an External System End users create or modify a phone number in Siebel Communications. Updates to trouble tickets stored in a back-office system can also be sent to Siebel Communications by this mechanism.Defining Integration Workflows for Siebel Communications ■ Scenarios for Defining Integration Workflow in Siebel Communications Sending Trouble Ticket Data to an External System A trouble ticket is created by a customer through a Siebel Communications customer application or through a phone call to a CSR. The workflow process used to perform this scenario is CUT Send Phone Number Data. The workflow process used to perform this scenario is CUT Receive Trouble Ticket Data. NOTE: Customers have different requirements.1 Rev. The workflow process used to perform this scenario is CUT Receive Fraud Alert Data. The workflow process used to perform this scenario is CUT Receive Credit Alert Data. allowing call center representatives to access externally generated trouble tickets. During implementation of a workflow process. trouble ticket data is sent to a back-office system using the CUT Send Trouble Ticket Data workflow process. The trouble ticket record is sent by the back-office system to Siebel Communications using the CUT Receive Trouble Ticket workflow process. allowing CSRs to see the latest information about externally generated alerts. and only certain types of trouble tickets must be sent to back-office systems. and the phone number is synchronized with one or more back-office systems using the CUT Send Phone Number Data workflow process.

Step 1 of the CUT Send Account Data workflow process calls the CUT Get Account Data workflow process. The workflow process used to perform this scenario is CUT Get Phone Number Data. you can replace the appropriate step with one that uses either a custom transport business service. NOTE: This process describes the exchange of phone number data. see Siebel Business Process Framework: Workflow Guide. D . The external application calls the CUT Get Phone Number Data workflow process using the available Siebel object interfaces. Responding to an External Inquiry for Phone Number Data The external system requires phone number (asset) data. For example.1 Rev. and the phone number data is synchronized with Siebel Communications using the CUT Receive Phone Number Data workflow process. It is assumed that the phone number data are stored as Assets in the Siebel database. the provided HTTP business service.Defining Integration Workflows for Siebel Communications ■ Sample Integration Workflows for Siebel Communications Synchronizing External Phone Number Data with Siebel Communications End users create or modify a phone number in an external application. For instructions on importing these workflows. the CUT Get Account Data workflow process is a subprocess of the CUT Send Account Data workflow process (see Table 21 on page 205). or the provided XML file business service. NOTE: Sample workflows must be imported into your database. The integration objects used in the samples are: ■ ■ ■ CUT Sample Account IO CUT Sample Asset IO CUT Sample Credit Alert IO 204 Siebel Communications Guide Version 8. In this example. Some workflow process steps call other workflow processes. NOTE: This process describes the exchange of phone number data. Some sample workflow processes communicate using the Siebel EAI MQ Series Transport. The workflow process used to perform this scenario is CUT Receive Phone Number Data. This process can be applied to any Asset data. Sample Integration Workflows for Siebel Communications This section lists the sample integration workflow processes and indicates which business services. This process can be applied to any Asset data. integration objects. Business services are located in the Oracle’s Siebel Tools repository and are available for use when defining workflow processes. It is assumed that the phone number data are stored as Assets in the Siebel database. The external application retrieves the data from Siebel Communications using the workflow process as an API. If your company does not use MQ Series. and methods are used for each step.

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.

CUT Send Account Data
Table 21 shows the steps for the CUT Send Account Data workflow process.

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

CUT Get Account Data
Table 22 shows the steps for the CUT Get Account Data workflow subprocess.

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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CUT Receive Account Data
Table 23 shows the steps for the CUT Receive Account Data workflow process.

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

CUT Send Service Profile Data
Table 24 shows the steps for the CUT Send Service Profile Data workflow process.

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

CUT Get Service Profile Data
Table 25 shows the steps for the CUT Get Service Profile Data workflow subprocess.

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

Step Element Step Name Subprocess Name Business Service

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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

Step Element Integration Object Method

CUT Receive Service Profile Data
Table 26 shows the steps for the CUT Receive Service Profile Data workflow process.

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

CUT Get Sales Order Data
Table 27 shows the steps for the CUT Get Sales Order Data workflow process.

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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CUT Send Sales Order Data
Table 28 shows the steps for the CUT Send Sales Order Data workflow process.

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

CUT Receive Sales Order Data
Table 29 shows the steps for the CUT Receive Sales Order Data workflow process.

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

CUT Get Work Order Data
Table 30 shows the steps for the CUT Get Work Order Data workflow process.

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

Step Element Step Name Subprocess Name Business Service

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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

Step Element Integration Object Method

CUT Send Work Order Data
Table 31 shows the steps for the CUT Send Work Order Data workflow process.

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

CUT Receive Work Order Data
Table 32 shows the steps for the CUT Receive Work Order Data workflow process.

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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Defining Integration Workflows for Siebel Communications ■ Sample Integration Workflows for Siebel Communications CUT Get Trouble Ticket Data Table 33 shows the steps for the CUT Get Trouble Ticket Data workflow process. EAI MQSeries Server Transport Step 2 Convert to Internal None. CUT Send Trouble Ticket Data Workflow Process Steps Step 1 Get Trouble Ticket Data CUT Get Trouble Ticket Data None. EAI MQSeries Server Transport None.1 Rev. Send Step Element Step Name Subprocess Name Business Service Integration Object Method CUT Receive Trouble Ticket Data Table 35 shows the steps for the CUT Receive Trouble Ticket Data workflow process. D . Table 35. EAI Siebel Adapter Step Element Step Name Subprocess Name Business Service 210 Siebel Communications Guide Version 8. Integration Object Hierarchy to XML Document Step Element Step Name Subprocess Name Business Service Integration Object Method CUT Send Trouble Ticket Data Table 34 shows the steps for the CUT Send Trouble Ticket Data workflow process. CUT Receive Trouble Ticket Data Workflow Process Steps Step 1 Receive Trouble Ticket Update None. None. EAI XML Converter Step 3 Update Trouble Ticket None. CUT Get Trouble Ticket Data Workflow Process Steps Step 1 Get Trouble Ticket Data None. Step 2 Send Trouble Ticket Data None. Table 33. None. EAI XML Converter None. Table 34. EAI Siebel Adapter CUT Sample Trouble Ticket IO Query Step 2 Convert to XML None.

XML Document to Integration Object Hierarchy Step 3 None. EAI MQSeries Server Transport None. Insert or Update Step Element Step Name Subprocess Name Business Service Integration Object Method Siebel Communications Guide Version 8. CUT Receive Fraud Alert Data Workflow Process Steps Step 1 Receive Fraud Alert Update None. CUT Receive Trouble Ticket Data Workflow Process Steps Step 1 None. Receive Step 2 Convert to Internal None. EAI Siebel Adapter None. Table 37. Receive Step 2 Convert to Internal None. D 21 1 .1 Rev. Table 36. XML Document to Integration Object Hierarchy Step 3 Update Fraud Alert None. EAI Siebel Adapter None. CUT Receive Credit Alert Data Workflow Process Steps Step 1 Receive Credit Alert Update None. XML Document to Integration Object Hierarchy Step 3 Update Credit Alert None. Insert or Update Step Element Step Name Subprocess Name Business Service Integration Object Method CUT Receive Credit Alert Data Table 37 shows the steps for the CUT Receive Credit Alert Data workflow process. EAI MQSeries Server Transport None. EAI XML Converter None.Defining Integration Workflows for Siebel Communications ■ Sample Integration Workflows for Siebel Communications Table 35. Receive Step 2 None. Insert or Update Step Element Integration Object Method CUT Receive Fraud Alert Data Table 36 shows the steps for the CUT Receive Fraud Alert Data workflow process. EAI XML Converter None.

D . None. EAI XML Converter Step 3 Update Phone Number None. Table 39. Integration Object Hierarchy to XML Document Step Element Step Name Subprocess Name Business Service Integration Object Method CUT Send Phone Number Data Table 39 shows the steps for the CUT Send Phone Number Data workflow process. Table 38. Step 2 Send Phone Number Data None.1 Rev. Table 40. CUT Get Phone Number Data Workflow Process Steps Step 1 Get Phone Number Data None. EAI Siebel Adapter Step Element Step Name Subprocess Name Business Service 212 Siebel Communications Guide Version 8. CUT Send Phone Number Data Workflow Process Steps Step 1 Get Phone Number Data CUT Get Phone Number Data None. EAI Siebel Adapter CUT Sample Asset IO Query Step 2 Convert to XML None. CUT Receive Phone Number Data Workflow Process Steps Step 1 Receive Phone Number Update None. EAI XML Converter None.Defining Integration Workflows for Siebel Communications ■ Sample Integration Workflows for Siebel Communications CUT Get Phone Number Data Table 38 shows the steps for the CUT Get Phone Number Data workflow process. None. EAI MQSeries Server Transport None. Send Step Element Step Name Subprocess Name Business Service Integration Object Method CUT Receive Phone Number Data Table 40 shows the steps for the CUT Receive Phone Number Data workflow process. EAI MQSeries Server Transport Step 2 Convert to Internal None.

CUT Receive Phone Number Data Workflow Process Steps Step 1 None. Receive Step 2 None. to an IBM MQSeries queue. The CUT Send Account Data workflow process sends an XML string. Siebel Communications Guide Version 8. Insert or Update Step Element Integration Object Method Sample Integration Workflow: CUT Send Account Data This section examines a send-type sample workflow process to help you understand how the workflow process is set up. Specifies the Siebel object that has been converted to XML. D 21 3 . created from an account record. CUT Send Account Data Workflow CUT Send Account Data Workflow Properties Properties that apply to all steps of a workflow process are called workflow process properties. XML Document to Integration Object Hierarchy Step 3 None. This workflow process is shown in Figure 20. CUT Send Account Data Workflow Steps CUT Send Account Data Workflow includes the steps described in this section.1 Rev.Defining Integration Workflows for Siebel Communications ■ Sample Integration Workflow: CUT Send Account Data Table 40. These properties apply to all workflow processes: ■ ■ ■ ■ Error Message Error Code Object Id Siebel Operation Object Id The CUT Send Account Data workflow has these additional properties: ■ ■ ■ Account XML. Input: Siebel Int Object Name. Specifies the input Integration Object used in send workflows. Specifies the process instance and is automatically populated when a process is executed and persistence is enabled. Figure 20. Process Instance Id.

214 Siebel Communications Guide Version 8. which is a process property that contains the row ID for the account in the sample DB. 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. The Queue Manager Name and Physical Queue Name are defined during the MQSeries setup. The other part of the query criteria is the Object Id. which is managed by the queue manager specified in the Queue Manager Name property. 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.1 Rev.Defining Integration Workflows for Siebel Communications ■ Sample Integration Workflow: CUT Receive Account Data Get Account Data Subprocess Step The first step after Start is the Get Account Data subprocess. The Account XML message is sent to the queue specified by the Physical Queue Name property. D . The message is represented by the Message Text argument. called Employee. Sample Integration Workflow: CUT Receive Account Data This section examines a receive-type sample workflow process to help you understand how the workflow process is set up. This subprocess is shown in contains two steps: ■ ■ Get Account Data Convert to XML This subprocess is shown in Figure 21. The CUT Sample Account IO describes the structure of the Account business object and was created using the Integration Object Builder. 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 Internal. Convert to Internal Step The next step.Defining Integration Workflows for Siebel Communications ■ Sample Integration Workflow: CUT Receive Account Data This sample workflow process. Specifies the Siebel object that has been converted to XML. Error Code. Receive Account Update Step The Receive method of the Siebel EAI MQSeries Server Transport retrieves the inbound message from the Account physical queue. D 21 5 .1 Rev. The Account XML property defines the MQSeries message as XML recognizable by Oracle’s Siebel Business applications. receives an XML string from an IBM MQSeries queue and updates the Account instance in the Siebel database. as shown in the following procedure. The assumption is that the inbound message is already in XML format. Figure 22. Contains the object in its Siebel Communications hierarchical format when converted. For example. shown in Figure 22. ■ ■ CUT Receive Account Data Workflow Steps CUT Receive Account Data Workflow includes the steps described in this section. This queue is named in the Physical Queue Name argument. Siebel Communications Guide Version 8. the output from the receive step is put into the Account XML process property. Specifies the process instance and is automatically populated when a process is executed and persistence is enabled. Process Instance Id. The CUT Receive Account Data workflow process has these additional properties: ■ Account Message. In this case. 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. Object Id. in the Siebel Message format. and Siebel Operation Object Id properties are included in each workflow process by default. It must be in this format before it can be inserted or updated in Siebel Communications. Account XML. the CUT Receive Account Data workflow process has five properties. The output argument from this step is stored in the Account Message process property. CUT Receive Account Data Workflow Process CUT Receive Account Data Workflow Properties You should set workflow process properties when you need a property to be true for the entire workflow. The Error Message.

If an Account record in the database matches the current instance. The Siebel EAI Adapter checks the Siebel database for an Account record that matches the current instance of Account in the Account Message property. the Siebel EAI Adapter inserts the record into the database. the adapter updates the record with the instance.1 Rev.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. If an Account record matching the current instance does not appear in the database. D . 216 Siebel Communications Guide Version 8.

Some workflow processes (also known as business processes) allow your company to manage operations associated with billing profiles.16 Defining BillingSiebel Profile Workflows for Communications This chapter includes the following topics: ■ ■ ■ ■ ■ “About Billing Profile Workflows for Siebel Communications” on page 217 “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 “Workflows to Manage Contacts. and Payments” on page 239 About Billing Profile Workflows for Siebel Communications A workflow process is a sequence of steps that automates a business function.Synchronize Process” on page 224 “SWIAdjustmentStatusUpdate” on page 225 “CMU Credit Alert Status Sync” on page 226 Siebel Communications Guide Version 8. Workflows for Synchronization This group of workflows synchronizes data between the Siebel CRM application and the billing application. D 21 7 . It consists of the following workflow processes: ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ “CMU Account Sync Workflow” on page 218 “CMU Address Sync Workflow” on page 218 “CMU Contact Sync Workflow” on page 219 “CMU Profile Sync Workflow” on page 220 “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 . Accounts.1 Rev.

D . CMU Address Sync Workflow 218 Siebel Communications Guide Version 8. and locale. Figure 24. CMU Account Sync Workflow Workflow Description. such as the enterprise server name.1 Rev. Sets the enterprise details as part of the request message. language. Set Custom Attributes. 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 CMU Address Sync Workflow This workflow synchronizes address data between the Siebel CRM application and the billing application. Figure 23. Figure 24 shows this workflow.Defining Billing Profile Workflows for Siebel Communications ■ Workflows for Synchronization CMU Account Sync Workflow This workflow synchronizes account data between the Siebel CRM application and the billing application. Account Update Web Service. Get Custom Attributes. The following table shows the steps in this workflow that call business service methods. Calls an asynchronous proxy Web service to send the account details to the billing application. A user initiates this workflow by creating an address record or by changing any field for the business component for an address record in the Siebel CRM application. This workflow performs the following actions: 1 2 3 4 Query Account. Queries for the updated account details. Reads the enterprise details. A user initiates this workflow by creating an account record or by changing any field in the business component for an account record in the Siebel CRM application. Figure 23 shows this workflow. Associated Business Service Methods.

Reads the enterprise details. and locale. Queries for the updated contact details. The following table shows the steps in this workflow that call business service methods. Get Custom Attributes. language. Figure 25. and locale. Calls an asynchronous proxy Web service to send the address details to the billing application. Address Update Web Service. Contact Update Web Service. Queries for the updated address details. Get Custom Attributes. CMU Contact Sync Workflow Workflow Description. Sets the enterprise details as part of the request message. Associated Business Service Methods. This workflow performs the following actions: 1 2 3 4 Query Contact. Figure 25 shows this workflow. This workflow performs the following actions: 1 2 3 4 Query Address.Defining Billing Profile Workflows for Siebel Communications ■ Workflows for Synchronization Workflow Description. Set Custom Attributes. Set Custom Attributes. language. 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 CMU Contact Sync Workflow This workflow synchronizes contact data between the Siebel CRM application and the billing application. D 21 9 .1 Rev. Reads the enterprise details. Siebel Communications Guide Version 8. such as the enterprise server name. Sets the enterprise details as part of the request message. such as the enterprise server name. A user initiates this workflow by creating a contact record or by changing any field for the business component for a contact record in the Siebel CRM application. Calls an asynchronous proxy Web service to send the contact details to the billing application.

Queries for the updated billing profile details. Sets the enterprise details as part of the request message. D . Reads the enterprise details. 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 CMU Profile Sync Workflow This workflow synchronizes billing profile data between the Siebel CRM application and the billing application.1 Rev. language. Set Custom Attributes. and locale. Billing Profile Update Web Service. Get Custom Attributes. such as the enterprise server name.Defining Billing Profile Workflows for Siebel Communications ■ Workflows for Synchronization Associated Business Service Methods. This workflow performs the following actions: 1 2 3 4 Query Billing Profile. A user initiates this workflow by creating a billing profile record or by changing any field for the business component for a billing profile record in the Siebel CRM application. Figure 26 shows this workflow. Calls an asynchronous proxy Web service to send the billing profile details to the billing application. The following table shows the steps in this workflow that call business service methods. CMU Profile Sync Workflow Workflow Description. 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 220 Siebel Communications Guide Version 8. Figure 26.

Calls the Aggregateaccountevent method of the SyncCustomerSiebelEventAggregator business service and updates the customer party. Siebel Communications Guide Version 8. The default value of this property is N. such as the language and locale details. Sets the Siebel Enterprise Server details. It is called when a change is made to account details. 2 3 4 5 Associated Business Service Methods. Figure 27.1 Rev. Queries for the Account Id of an account in which a change has been made. Figure 27 illustrates this workflow. This workflow performs the following actions: 1 Query Customer Party. If an error occurs in the previous step. then this step displays an error message. Get Custom Attributes. Set Error Msg. The following table shows the steps in this workflow that call business service methods. Gets details about Oracle’s Siebel Enterprise Server. such as the language and locale values. It is called when a change is made to the address details. D 22 1 . then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. then the workflow proceeds to the Set Error Msg step. Set Custom Attributes. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. SWI Account Update Workflow Workflow Description. If the response received contains an error.Defining Billing Profile Workflows for Siebel Communications ■ Workflows for Synchronization SWI Account Update Workflow This workflow calls the outbound service to synchronize the account details from the Siebel application with the external application. If the value passed is Y. in the request message to make an outbound Web service call. Workflow Step UpdateCustomerParty Set Error Msg Method Called Aggregateaccountevent CheckAndSetError In Business Service SyncCustomerSiebelEventA ggregator SWI External Integration Service SWI Address Update Workflow This workflow calls the outbound service to synchronize the address details from the Siebel application with the external application. UpdateCustomerParty.

such as the language and locale values. The following table shows the steps in this workflow that call business service methods. the workflow proceeds to the Set Error Msg step. 222 Siebel Communications Guide Version 8. If the response received contains an error. If an error occurs in the previous step. It is called when a change is made to contact details.1 Rev. 2 3 4 5 Associated Business Service Methods. If the value passed is Y. Figure 28. This workflow performs the following actions: 1 Query Address. Workflow Step UpdateCustomerPartyAddress Set Error Msg Method Called Aggregateaddressevent CheckAndSetError In Business Service SyncCustomerSiebelEventA ggregator SWI External Integration Service SWI Contact Update Workflow This workflow calls the outbound service to synchronize the contact details from the Siebel application with the external application. Set Error Msg. such as the language and locale details for the server. Get Custom Attributes. Sets the Siebel Enterprise Server details. then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format.Defining Billing Profile Workflows for Siebel Communications ■ Workflows for Synchronization Figure 28 illustrates this workflow. UpdateCustomerPartyAddress. Calls the Aggregateaddressevent method of the SyncCustomerSiebelEventAggregator business service and updates the customer party. then this step displays an error message. Queries for the Address Id of an address in which a change has been made. SWI Address Update Workflow Workflow Description. in the request message to make an outbound Web service call. The default value of this property is N. D . Set Custom Attributes. Gets Siebel Enterprise Server. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property.

Workflow Step UpdateCustomerPartyContact Set Error Msg Method Called aggregatecontactevent CheckAndSetError In Business Service SyncCustomerSiebelEventA ggregator SWI External Integration Service SWI Billing Profile Update Workflow This workflow calls the outbound service to synchronize the billing profile details from the Siebel application with the external application. It is called when a change is made to the billing profile details. Set Error Msg. SWI Contact Update Workflow Workflow Description. in the request message to make an outbound Web service call. then this step displays an error message. Siebel Communications Guide Version 8. Gets the language and locale details for the Siebel Enterprise Server. such as the language and locale values. then the workflow proceeds to the Set Error Msg step. If the response received contains an error.Defining Billing Profile Workflows for Siebel Communications ■ Workflows for Synchronization Figure 29 illustrates this workflow. If the value passed is Y. The default value of this property is N. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. Set Custom Attributes. 2 3 4 5 Associated Business Service Methods. This workflow performs the following actions: 1 Query Contact. then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get Custom Attributes. Queries for the Contact Id of a contact in which a change has been made. Calls the aggregatecontactevent method of the SyncCustomerSiebelEventAggregator business service and updates the customer party. The following table shows the steps in this workflow that call business service methods.1 Rev. Figure 29. D 22 3 . If an error occurs in the previous step. UpdateCustomerPartyContact. Sets the Siebel Enterprise Server details.

Calls the aggregatebpevent method of the SyncCustomerSiebelEventAggregator business service and updates the customer party.Synchronize Process This workflow calls a proxy business service to query and synchronize an updated Special Rating List with the external Oracle Communications Billing and Revenue Management application. The following table shows the steps in this workflow that call business service methods. then the workflow proceeds to the Set Error Msg step. If the value passed is Y.Defining Billing Profile Workflows for Siebel Communications ■ Workflows for Synchronization Figure 30 illustrates this workflow. Figure 31 shows this workflow. Billing Profile Update Web Service. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. such as the language and locale values. Set Error Msg. D . If an error occurs in the previous step. Queries for the Billing Profile Id of a billing profile in which a change has been made.1 Rev. If the response received contains an error. Sets the Siebel Enterprise Server details. SWI Billing Profile Update Workflow Workflow Description. Set Custom Attributes. This workflow performs the following actions: 1 Query Billing Profile. 2 3 4 5 Associated 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 SWI Special Rating . in the request message to make an outbound Web service call. 224 Siebel Communications Guide Version 8. then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Get Custom Attributes. The default value of this property is N. then this step displays an error message. Figure 30. Gets the language and locale details for the Siebel Enterprise Server.

then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. The default value of this property is N.Synchronize Process Workflow Workflow Description. these fields are converted to the localespecific date and time. 2 3 4 SWIAdjustmentStatusUpdate This workflow updates the status.1 Rev. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. Synchronize. Updates the value of the Last Synchronized Date field as the current timestamp for each of the updated special rating list items. If the value passed is Y. Profiles view. D 22 5 . Update List Synch Date.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. then any field of the type DTYPE_UTCDATETIME in the payload must be in UTCCanonical format. This workflow is called by the SWIAdjustmentStatusUpdate inbound Web service. This workflow performs the following actions: 1 Query Special Rating List. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. This workflow performs the following action: ■ EAI Update. SWI Special Rating . Updates the value of the Last Synchronized Date field to the current timestamp for the updated special rating list. Update Items Synch Date. Special Rating Profile subview. Figure 32 shows this workflow. Sub Status. If the value passed is Y. Siebel Communications Guide Version 8. Synchronizes the special rating details through an outbound Web service call. While writing these fields to the business component. The default value of this property is N. and then Special Rating List applet. and Status Description fields of an adjustment record. Figure 31. substatus. and description of an adjustment record that is sent by the billing application. Updates the Status. SWIAdjustmentStatusUpdate Workflow Workflow Description. Queries the modified Special Rating list details with Special Rating list ID and active Special Rating list items. Figure 32.

If the value passed is Y. and locale. and clicking the Synch Status button. It consists of one workflow process. A user initiates this workflow by changing the status of a credit alert to Closed. Credit Alert Update Web Service. Set Custom Attributes. current account balances. This workflow displays the content in the Billing Profile portal. such as the name.1 Rev. bill. usage that is not billed.Defining Billing Profile Workflows for Siebel Communications ■ Workflow to View Content in the Billing Profile Portal CMU Credit Alert Status Sync This workflow updates the status of a credit alert from Siebel Communications to the external Oracle Communications Billing and Revenue Management application. The default value of this property is N. This workflow performs the following actions: 1 Query Credit Alert. Consequently. Gets the parameters for the existing details from the server. Get Custom Attributes. and usage activity for an account. This content includes balance group. This workflow is called in the following situations: 226 Siebel Communications Guide Version 8. Figure 33. D . then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. 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. Figure 33 shows this workflow. CMU Credit Alert Status Sync Workflow Workflow Description. Adds the enterprise server parameters to the request message. this workflow can be called only when the credit alert’s Integration ID is not NULL. and bill payment information. This data consists of information about top-up requests. 2 3 4 Workflow to View Content in the Billing Profile Portal This workflow allows users to view content in the Billing Profile portal. to add to the request message in the outbound Web service. SIA External Integration Process Workflow This workflow retrieves and displays data from a billing application. language. Synchronizes the credit alert status with the external application. NOTE: The Synch Status button is enabled only when a credit alert is created by a third-party application.

and locale. you must configure the user properties. Figure 34. 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. In Oracle Application Integration Architecture 2. 4 UpdateVBCRec.1 Rev. Proxy Business Service. language. such as the Siebel Enterprise Server name. Sets the enterprise details as part of the request message. Reads the enterprise details.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: ■ ■ ■ ■ Balance Group Unbilled Usage Bills Payments This workflow is not called from within the Adjustments view. SIA External Integration Process Workflow Description. D 22 7 . This workflow performs the following actions: 1 2 3 Get Custom Attributes. for the virtual business components (VBCs) that use these services. and a detail in the output argument. the workflow passes the Proxy BS Fault input argument for customized fault handling. Figure 34 illustrates the SIA External Integration Process workflow. Workflow Step Get Custom Attributes Set Custom Attributes Method Called GetEnterpriseParameters SetAttributesToMessage In Business Service CMU External Integration Service CMU External Integration Service Siebel Communications Guide Version 8. Also. a summary. The following table shows the steps in this workflow that call business service methods.5. If there is a fault. NOTE: You must create the proxy business services that this workflow calls. Calls the WSDL file on the integration server to get the response in Siebel Message format. Associated Business Service Methods. Set Custom Attributes. then the business service returns the fault code. Retrieves the data from the Siebel message and stores the data in the property set.

228 Siebel Communications Guide Version 8. D . It consists of the following workflow processes and subprocess: ■ “CMUInvoiceAdjustmentWF” on page 228 ■ “CMUInvoiceQueryWF” on page 229 ■ “CMUItemChargeAdjustmentWF” on page 230 ■ “CMUItemChargeQueryWF” on page 231 ■ “CMUEventDetailsAdjustmentWF” on page 232 ■ “CMUEventDetailsQueryWF” on page 233 ■ “CMUBalanceDetailsEventAdjustmentWF” on page 234 ■ “CMU Adjustment View Sub Process” on page 235 ■ ■ ■ “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.1 Rev. Workflows to Enter Adjustments in the Billing Profile Portal This group of workflows allows users to enter adjustments for bills in the Billing Profile portal.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Enter Adjustments in the Billing Profile Portal Workflow Step Proxy Business Service UpdateVBCRec Method Called InvokeAndValidateProxy AddSiebelMessage 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.

event. whether at the item.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. Create Adjustment Header. 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. Goto Adjustment View Sub Process. The Bill Number is populated with the Bill Number of the bill on which the adjustment is being made. Figure 36 shows this workflow. or bill level. The following workflows call this workflow as a subprocess: ■ ■ ■ CMUInvoiceAdjustmentWF CMUItemChargeAdjustmentWF CMUEventDetailsAdjustmentWF Siebel Communications Guide Version 8. The Adjustment Class is set to Billed for all adjustments made on the bill.1 Rev. Creates the adjustment request header. Calls the CMU Adjustment View Sub Process to navigate to the adjustment view. Figure 35. If the bill does not exist. The following table shows the steps in this workflow that call business service methods. and defaults the Request Amount and the Approved Amount to 0. D 22 9 . For more information. This workflow performs the following actions: 1 Create Invoice Header. For more information. 2 3 Associated Business Service Methods. Calls the CMUInvoiceQueryWF workflow to check if the bill exists in the Siebel database. see “CMU Adjustment View Sub Process Workflow” on page 235. CMUInvoiceAdjustmentWF Workflow Workflow Description. see “CMUInvoiceQueryWF Workflow” on page 230. it creates the bill header.

This workflow performs the following action: ■ QueryInvoiceHeader. Associated Business Service Methods. The following table shows the step in this workflow that calls a business service method. Checks if a bill exists in the Siebel database. 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. This workflow performs the following actions: 230 Siebel Communications Guide Version 8. A user initiates this workflow by clicking the Adjust button for item charges relating to a bill. D . Figure 37 shows this workflow. CMUItemChargeAdjustmentWF Workflow Workflow Description. CMUInvoiceQueryWF Workflow Workflow Description. Figure 37.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Enter Adjustments in the Billing Profile Portal ■ CMUBalanceDetailsEventAdjustmentWF Figure 36.1 Rev.

For more information. see “CMU Adjustment View Sub Process Workflow” on page 235. Creates the adjustment request header and populates some of the header fields. Create Invoice Line Item. The following workflows call this workflow as a subprocess: ■ ■ ■ CMUItemChargeAdjustmentWF CMUEventDetailsAdjustmentWF CMUBalanceDetailsEventAdjustmentWF Figure 38. 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. see “CMUItemChargeQueryWF Workflow” on page 231. Calls the CMUItemChargeQueryWF workflow to check if the item charge exists in the Siebel database. creates the bill line item.1 Rev. whether at the item. see “CMUInvoiceQueryWF Workflow” on page 230. Calls the CMUInvoiceQueryWF workflow to check if the bill exists in the Siebel database. CMUItemChargeQueryWF Workflow Workflow Description. Creates the adjustment request header. For more information. The Adjustment Class is set to Billed for all adjustments made on the bill. Calls the CMU Adjustment View Sub Process to navigate to the adjustment view. 2 3 4 5 Associated Business Service Methods. or bill level. event. This workflow performs the following action: Siebel Communications Guide Version 8. If the item charge does not exist. For more information. The Bill Number is populated with the Bill Number of the bill on which the adjustment is being made. If the bill does not exist. it creates the bill header. Figure 38 shows this workflow. The following table shows the steps in this workflow that call business service methods.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Enter Adjustments in the Billing Profile Portal 1 Create Invoice Header. Goto Adjustment View Sub Process. Create Adjustment Line Item. D 23 1 . and defaults the Request Amount and the Approved Amount to 0. Create Adjustment Header.

Calls the CMUEventDetailsQueryWF workflow to check if the bill event detail exists in the Siebel database. For more information. see “CMUItemChargeQueryWF Workflow” on page 231. Create Adjustment Header.1 Rev. CMUEventDetailsAdjustmentWF Workflow Workflow Description. Create Invoice Line Item. Figure 39. Calls the CMUInvoiceQueryWF workflow to check if the bill exists in the Siebel database. 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. Checks if an item charge exists in the Siebel database. it creates the bill header. Creates the adjustment request header and populates some of the header fields. Calls the CMUItemChargeQueryWF workflow to check if the item charge exists in the Siebel database. 2 3 4 232 Siebel Communications Guide Version 8. For more information. see “CMUInvoiceQueryWF Workflow” on page 230. For more information. This workflow performs the following actions: 1 Create Invoice Header. creates the bill event detail. If the bill event detail does not exist. D . If the item charge does not exist. If the bill does not exist. Create Invoice Details.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Enter Adjustments in the Billing Profile Portal ■ QueryInvoiceDetails. A user initiates this workflow by clicking the Adjust button for events relating to a bill. Figure 39 shows this workflow. The following table shows the step in this workflow that calls a business service method. Associated Business Service Methods. see “CMUEventDetailsQueryWF” on page 233. creates the bill line item.

For more information. Workflow Step QueryInvoiceDetails Method Called QueryInvoiceData In Business Service CMU Util UI Service Siebel Communications Guide Version 8. The following table shows the steps in this workflow that call business service methods. Associated Business Service Methods.1 Rev. CMUEventDetailsQueryWF Workflow Workflow Description. The following table shows the step in this workflow that calls a business service method. D 23 3 .Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Enter Adjustments in the Billing Profile Portal 5 6 Create Adjustment Line Item. Goto Adjustment View Sub Process. Associated 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. Creates the adjustment request line item. This workflow performs the following action: ■ QueryInvoiceDetails. see “CMU Adjustment View Sub Process Workflow” on page 235. Calls the CMU Adjustment View Sub Process to navigate to the adjustment view. The following workflows call this workflow as a subprocess: ■ ■ CMUEventDetailsAdjustmentWF CMUBalanceDetailsEventAdjustmentWF Figure 40. and defaults the Request Amount and the Approved Amount to 0. Checks if an event exists in the Siebel database.

Create Invoice Line Item. For more information. see “CMUItemChargeQueryWF Workflow” on page 231.1 Rev. D . see “CMUInvoiceQueryWF Workflow” on page 230. CMUBalanceDetailsEventAdjustmentWF Workflow Workflow Description. Figure 41 shows this workflow. Calls the CMUInvoiceQueryWF workflow to check if the bill exists in the Siebel database.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Enter Adjustments in the Billing Profile Portal CMUBalanceDetailsEventAdjustmentWF This workflow creates appropriate adjustment request detail when a user adjusts a resource balance. Calls the CMU Adjustment View Sub Process to navigate to the adjustment view. see “CMUEventDetailsQueryWF” on page 233. Calls the CMUItemChargeQueryWF workflow to check if the item charge exists in the Siebel database. Calls the CMUEventDetailsQueryWF workflow to check if the bill event detail exists in the Siebel database. For more information. 2 3 4 5 6 234 Siebel Communications Guide Version 8. Create Adjustment Line Item. This workflow performs the following actions: 1 Create Invoice Header. If the bill event detail does not exist. it creates the bill header. For more information. Figure 41. For more information. A user initiates this workflow by clicking the Adjust button for a resource balance total relating to events. Goto Adjustment View Sub Process. Creates the adjustment request line item. If the bill does not exist. Create Invoice Details. and defaults the Request Value and the Approved Value to 0. creates the bill event detail. If the item charge does not exist. see “CMU Adjustment View Sub Process Workflow” on page 235. Create Adjustment Header. creates the bill line item. Creates the adjustment request header and populates some of the header fields.

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

CMU Adjustment View Sub Process
This workflow navigates to the adjustment view. Figure 42 shows this workflow. The following workflows call this workflow as a subprocess: ■ ■ ■ ■ CMUInvoiceAdjustmentWF CMUItemChargeAdjustmentWF CMUEventDetailsAdjustmentWF CMUBalanceDetailsEventAdjustmentWF

Figure 42. CMU Adjustment View Sub Process Workflow Workflow Description. This workflow performs the following action: ■ Goto View. Navigates to the Adjustment view.

CMU SIA Submit Adjustment Request to External
This workflow submits an adjustment request to an external system by invoking an outbound Web service and changes the status of the adjustment header to Submitted. Figure 43 shows this workflow.

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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:

1

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.
■ ■

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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.

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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.

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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 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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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.

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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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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.

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Workflows to Manage Contacts, Accounts, and Payments
This group of workflows allows users to manage contacts, accounts, and payments. It consists of the following workflow processes and subprocess: ■ ■ ■ ■ ■ ■ ■ ■ “SWI External Account Integration Process Workflow” on page 239 “SWI External Contact Integration Process Workflow” on page 240 “SWI External Customer Req Integration Process Workflow” on page 241 “SWI External Contact Req Integration Process Workflow” on page 242 “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

SWI External Account Integration Process Workflow
This workflow is used to make outbound Web service calls to fetch data to populate the SWI Match Account VBC. It is called when the user clicks the Go button in the popup applet SWI Match Account List Applet. Figure 46 illustrates the SWI External Account Integration Process workflow.

Figure 46. SWI External Account Integration Process Workflow Description. This workflow performs the following actions:

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such as the language and locale values. for the Siebel Server. 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 SWI External Contact Integration Process Workflow This workflow is used to make outbound Web service calls to fetch data to populate the SWI Match Contact VBC. Figure 47 illustrates the SWI External Contact Integration Process workflow. and checks for service errors. UpdateVBCRec. Gets the details of the Siebel Enterprise Server. Get Custom Attributes. before sending a request to an external application to query the contact details. D . Updates the virtual business component. This workflow performs the following actions: 1 Check Req Field. to display the queried accounts in the popup applet SWI Match Account List Applet. such as the language and locale values. validates the response message. Makes an outbound Web service call. SWI External Contact Integration Process Workflow Description.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. The following table shows the steps in this workflow that call business service methods. in the request message to make an outbound service call.1 Rev. Set Custom Attributes. 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. Associated Business Service Methods. such as the language and locale values. Sets the details of the Siebel Enterprise Server. SWI Match Contact List Applet. Proxy Business Service. Checks if the required field values are entered in the popup applet. SWI Match Account VBC. for the Siebel Server. 2 240 Siebel Communications Guide Version 8. Get Custom Attributes. and Payments 1 2 3 4 5 Check Req Field. Accounts. Gets the details of the Siebel Enterprise Server. It is called when the user clicks the Go button in the pop up applet SWI Match Contact List Applet. Figure 47.

in the request message to make an outbound service call. If an account is not present in Siebel CRM. such as the language and locale values. SWI External Customer Req Integration Process Workflow Description. validates the response message. in the request message that is sent to make an outbound service call. and Payments 3 4 5 Set Custom Attributes. This workflow is called when a user clicks the Fetch button on the SWI Match Account List Applet. Figure 48.1 Rev. and checks for service errors. UpdateVBCRec. such as the language and locale values. after querying the account details from the external application. SWI Match Contact VBC. This workflow performs the following actions: 1 2 Get Custom Attributes. Makes an outbound service call. Updates the virtual business component. 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 SWI External Customer Req Integration Process Workflow This workflow is used to make an outbound Web service synchronize queried accounts from the external system. Figure 48 illustrates the SWI External Customer Req Integration Process workflow. D 24 1 . for the Siebel Server. Siebel Communications Guide Version 8. Set Custom Attributes. a new account will be created. SWI Match Contact List Applet. Sets the details of the Siebel Enterprise Server. Associated Business Service Methods. Accounts. to display the queried accounts in the popup applet. Proxy Business Service.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. Sets the details of the Siebel Enterprise Server. Gets the details of the Siebel Enterprise Server. such as the language and locale values. The following table shows the steps in this workflow that call business service methods.

Updates the virtual business component. 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. validates the response message. If Account Id is not NULL.1 Rev. to display the queried accounts in the popup applet.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. Accounts. Makes an outbound service call. then the account is not synchronized. Add Siebel Message. Customer Synced? Checks if the Account Id returned from the previous step is NULL. Retrieve Field Value. Closes the popup applet. If a contact is not present in Siebel CRM. and Payments 3 4 5 6 Proxy Business Service. Close Popup. after querying the contact details from the external application. SWI Match Account List Applet. Retrieves the Account Id from the external application to verify if the account successfully synchronized with the Siebel Business Application from Oracle. 7 8 Associated Business Service Methods. Refresh View. If Account Id is NULL. 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 SWI External Contact Req Integration Process Workflow This workflow is used to make an outbound service synchronize the queried contacts from the external system. SWI Match Account VBC. D . a new contact will be created. then the account is synchronized. 242 Siebel Communications Guide Version 8. SWI Match Account List Applet. and checks for service errors. This workflow is called when a user clicks the Fetch button on the SWI Match Contact List Applet. The following table shows the steps in this workflow that call business service methods.

Gets the details of the Siebel Enterprise Server. If Contact Id is NULL. then the contact is not synchronized successfully. 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 Siebel Communications Guide Version 8. validates the response message. Customer Synced? Checks if the Contact Id returned from the previous step is NULL. SWI External Contact Req Integration Process Workflow Description. and Payments Figure 49 illustrates the SWI External Contact Req Integration Process workflow. SWI Match Contact List Applet. Queries the Account business component with the Contact Id that is returned by the external application. Add Siebel Message. Closes the popup applet. Proxy Business Service. Sets the details of the Siebel Enterprise Server. If Contact Id is not NULL.1 Rev. to display the queried accounts in the popup applet. for the Siebel Server. D 24 3 . Figure 49. Retrieve Field Value. This workflow performs the following actions: 1 2 3 4 5 Get Custom Attributes.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. Makes an outbound service call. 6 7 8 Associated Business Service Methods. SWI Match Contact List Applet. then the contact is synchronized successfully. such as the language and locale values. and checks for service errors. SWI Match Contact VBC. such as the language and locale values. Refresh View. The following table shows the steps in this workflow that call business service methods. Close Popup. then refreshes the view to display only the synchronized account details in the Accounts view. Updates the virtual business component. Accounts. Retrieves the Contact Id from the Oracle Application Integration Architecture response message to verify if the contact successfully synchronized with the Siebel application. in the request message to make an outbound service call. Set Custom Attributes.

which contain only the required fields. Retrieves the error message. and locale values. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. The default value of this property is N. Figure 50.1 Rev. then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Gets the details of the Siebel Enterprise Server. External Sync Service. if there is any during the outbound Web service call. such as the language. SWI External Account Request Sync Process Workflow Description. EAI UI Data Adapter. and displays it in the Siebel application.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. This workflow performs the following actions: 1 2 Generate Template. Accounts. Retrieve Field Value. 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. for the Siebel Server. Set Custom Attributes. Display Error. Makes an outbound Web service call to synchronize the account details from the external system with the Siebel application. such as the language and locale values. D . It is called when the user selects the Fetch menu item from the SIS Account List Applet. such as Account Id to make an outbound Web service call. Sets the details of the Siebel Enterprise Server. Generates a template to query the contact details. If the value passed is Y. and Payments Workflow Step Close Popup Refresh View Method Called ClosePopup RefreshView In Business Service SWI Util UI Service SWI Util UI Service SWI External Account Request Sync Process Workflow This workflow synchronizes the account from the external system with the Siebel application. Get Custom Attributes. 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 7 244 Siebel Communications Guide Version 8. in the request message to make an outbound Web service call. Figure 50 illustrates the SWI External Account Request Sync Process workflow.

Generates a template to query the contact details. If the Account Id is not NULL. The following table shows the steps in this workflow that call business service methods. and Payments 8 Field Value Present. Siebel Communications Guide Version 8. SWI External Contact Request Sync Process Workflow Description. then the account is synchronized. If the Account Id is NULL.1 Rev. D 24 5 .Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. Figure 51. Figure 51 illustrates the SWI External Contact Request Sync Process workflow. Checks if the Account Id returned from the previous step is NULL. then this step refreshes the Account view so that the synchronized account is included in the Siebel application. It is called when the user selects the Fetch menu item in the Contact List applet. Refresh UI. such as Contact Id. Accounts. 9 Associated 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 SWI External Contact Request Sync Process Workflow This workflow synchronizes a contact from an external system with the Siebel application. then the account is not synchronized. which contain only the required fields to make an outbound Web service call. This workflow performs the following actions: 1 Generate Template. If the account synchronized successfully.

and Payments 2 EAI UI Data Adapter. and displays it in the Siebel application. then the contact is not synchronized. 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. then this step refreshes the Contact view so the synchronized contact is displayed in the Siebel client. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. Refresh UI.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. 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. such as the language and locale values. Set Custom Attributes. Retrieves the error message from the Web service call. Makes an outbound Web service call to synchronize the account details from the external application with the Siebel application. Accounts. Get Custom Attributes. If yes. Retrieves the Contact Id from the Web service call response message to determine whether the contact successfully synchronized with the Siebel application. 3 4 5 6 7 8 9 Associated Business Service Methods. If the Contact is synchronized. 246 Siebel Communications Guide Version 8. Sets the details of the Siebel Enterprise Server. Checks if the Contact Id returned from the previous step is NULL. If no. This workflow is called when a user clicks the Authorize button. such as the language and locale values. if any. in the request message to make an outbound Web service call. Gets the details of the Siebel Enterprise Server. The default value of this property is N. Field Value Present.1 Rev. to be used by the Siebel Server. If the value passed is Y. D . External Sync Service. The following table shows the steps in this workflow that call business service methods. The operator creates a new payment record as a credit card payment and fills all requested fields. Display Error. then the contact is synchronized. then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Retrieve Field Value.

SWISendPaymentAuthorization Workflow Description. The default value of this property is N. Calls the outbound Web service and sends the payload. Call WS. then this step displays an error message. If the value passed is Y. The default value of this property is N. application. then the workflow proceeds to the Stop on Error step. Query IO w/ right Payment. 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 Siebel Communications Guide Version 8. Gets the Siebel Enterprise Server details and other parameters. then any field of the type DTYPE_UTCDATETIME in the payload must be in UTCCanonical format. Queries the payment details from the Payments business component. Handle Fault. these fields are converted to the locale-specific date and time.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. While writing these fields into the business component. Error. Checks whether the input is absent or invalid. Updates the payment details. If the value passed is Y. If the input is absent or invalid. This workflow performs the following actions: 1 2 3 4 Validate. D 24 7 . Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property.1 Rev. Formats the parameters into Siebel message format. 5 6 7 8 9 10 Refresh. Validates the input values. Get AIA Parameters. then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. The following table shows the steps in this workflow that call business service methods. Set AIA Parameters. Figure 52. and Payments Figure 52 illustrates the SWISendPaymentAuthorization workflow. Refreshes the applet so the synchronized information is displayed in the Siebel Associated Business Service Methods. Accounts. Query Payments. Queries the Siebel database for the correct set of payment details and prepares the Siebel XML file for transmission. Update Payments. If an error occurs in the prior step. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property.

then the query returns data for any field of the type DTYPE_UTCDATETIME in UTC Canonical format. Update Status. these fields are converted to the locale-specific date and time. SWISendCreditCheck Workflow Description. Set Err Msg. The default value of this property is N. Figure 53 illustrates the SWISendCreditCheck workflow. The default value of this property is N. 3 4 5 6 7 248 Siebel Communications Guide Version 8. D . Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. While writing these fields into the business component. Figure 53. If the value passed is Y. Runs a query to obtain the correct set of payment details. then this step displays an error message. If the value passed is Y. Call WS Credit Check. Calls the outbound Web service and sends the payload. and Payments Workflow Step Call WS Handle Fault Update Payments Refresh Method Called PaymentAuthorization CheckAndSetError Upsert RefreshCurrentApplet 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. Accounts. Formats the parameters into Siebel message format. Get AIA Parameters.1 Rev. This workflow performs the following actions: 1 2 Query Payments. Gets Oracle’s Siebel Enterprise Server details and other parameters. If an error occurs in the previous step. Queries payment details from the Payments business component. Derives the value of the UTCCanonical input parameter for this step from the UTCCanonical process property. Query By Example. It is called when the user clicks the Credit Check button.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. Updates credit check details received. then any field of the type DTYPE_UTCDATETIME in the payload must be in UTCCanonical format. Set AIA Parameters.

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 Siebel Communications Guide Version 8. The following table shows the steps in this workflow that call business service methods. Associated Business Service Methods. Accounts. D 24 9 .1 Rev.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts. This step refreshes the applet so the synchronized information is displayed in the Siebel client. and Payments 8 Refresh.

D . and Payments 250 Siebel Communications Guide Version 8.1 Rev. Accounts.Defining Billing Profile Workflows for Siebel Communications ■ Workflows to Manage Contacts.

verifying 88 agreements. adding 88 agreements. adding 110 components. about 85 terms. adding 56 usage detail. adding installed or planned 55 information. accessing 53 telecommunications-related infrastructure. 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. setting up template for 87 document. validating 71 creating and updating 70 description 58 adjustment requests outcome. verifying 88 agreements library 85 Auto Document feature. examining in Explorer 92 agreement records. accessing 53 defined 43 end-user views 53 equipment. relationship with 84 library for agreements 85 master agreements. setting up template for 87 business scenario. residential customer 86 contracts. associating with 91 service level agreements 85 subagreements. defined 84 defined 83 document. adding activity 172 activity plan trouble tickets. about 85 modifying an agreement 92 order. commercial customer 85 business scenario. different information displayed 45 classes. creating and printing 90 administrators. viewing associated 109 creating 107 Siebel Communications Guide Version 8. description and example 44 class. about 85 sales agreements 84 scenarios 85 service agreements 84 service item. adding terms and generating a total 89 Auto Document feature. roles and responsibilities 47 agreements about using 83 agreement details. associating with 159 address profile address. list of 45 creating an account 50 customer portal view.1 Rev. associating with 171 work orders. viewing 54 balances for nonpaying accounts 133 business scenario 47 class. accessing 54 agreement for an account. viewing 54 workflows for managing 239 activity associating with a premise 100 creating for a contact 81 trouble tickets.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. associating agreement with 90 relationships among agreements. D 25 1 . revalidating 72 address. viewing 150 overview 141 viewing history of 150 adjustments unbilled usage 148 viewing for billing profile 132 administrator procedures agreement template. adding 88 agreement template. creating and printing 90 entitlements.

creating adjustments for 146 batch assignment. recording at the account level 136 type. adding to an asset 110 transaction. about 217 bills creating adjustments for 142 viewing in billing profile 131 business services. description 45 Billing Portal about 126 views. changing to Subscription 41 unbilled charges. about entering payment against 135 payment against multiple invoices. 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. viewing 140 unbilled usage adjustments 148 usage details. viewing 133 totals. about accessing 126 billing information. viewing 134 Invoice views. recording 137 payment against one invoice. associating related assets with 108 service points and service information. requesting 183 billing adjustments. 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. sequence for accessing 128 business scenario 122 duplicate invoice. 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 Siebel Communications Guide Version 8. about 127 nonpaying account balances 133 outstanding balance. verifying 88 template. viewing 139 payment outcome terms. description 200 C change requests. about 141 creating for balance totals 146 creating for entire bill 142 creating for events 145 creating for item charges 144 Billing Aggregator Class. requesting 142 adjustment outcome terms.Index ■ B defined 105 hierarchical information. recording 137 payment history. adding an asset 110 child accounts. viewing 111 service request. recording customer’s decision 153 payment. viewing for an asset 108 primary asset. viewing 135 invoice line items. description 45 Billing Class.1 Rev. viewing the image of 135 Invoices views. requesting 153 invoice history. viewing 139 billing adjustments account adjustments. about 167 billing about 121 adjustment for an entire invoice. accessing 134 invoice. creating for 109 Auto Document feature agreement template. setting up for 87 B balance groups defined 129 viewing for billing profile 129 balances nonpaying accounts. process of accessing 128 billing information. recording customer’s decision 150 adjustments for unbilled usage 148 billing adjustments. requesting 141 adjustment invoice for invoice line item. customer requests for 182 billing information. D .

running 68 credit management adjustment outcome. roles and responsibilities 59 roles and responsibilities. description 45 customer portal view. displaying 177 credit threshold. steps 212 CUT Get Sales Order Data workflow process. about 181 defined 175 generated by Oracle Communications Billing and Revenue Management 175. associating with 82 workflows for managing 239 contracts See agreements credit alerts account adjustment. adding 80 contact-related activities. creating 180 repayment plans. about sending mail to 82 modifying a profile 81 opportunities. accessing 53 customer profile description 58 end-user procedures. about 56 description 45 My Account view. D 25 3 . steps 211 Siebel Communications Guide Version 8. associating with credit alerts 181 adding and reviewing. viewing 185 business scenario 178 collection actions. about associating with 82 profile. about 157 Communication Work Orders module. associating with credit alert 185 closing manually 191 communication with customer. associating 184 types 179 credit check. running 68 credit scores 177 credit thresholds. 176 importing from an external application 181 internal credit alert. breach of 175 customer accounts associating infrastructure items.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. importing 181 credit checks. adding information 81 sequence of procedures example. steps 211 CUT Receive Fraud Alert Data workflow process. associating with credit alert 183 activities. processing 190 credit alert. steps 207 CUT Get Trouble Ticket Data workflow process. about 157 contacts about 79 adding 80 business scenario 79 contact. about reviewing and adding 179 credit alert. creating 180 repayment plans 184 task list 177 third-party credit system integration 175 credit scores. table of 47 CUT Get Account Data workflow process 205 CUT Get Phone Number Data workflow process. about 66 customer satisfaction surveys about 172 conducting 172 customer service representative profiles. setting up 81 creating an activity 81 defined 79 email. updating 188 collection management 187 collection payments. submitting 185 internal credit alert. steps 210 CUT Get Work Order Data workflow process. diagram 80 trouble ticket. breach of 175 customer decision. closing 190 collection actions. field descriptions 50 Customer class. about 179 adjustment outcome.1 Rev. steps 206 CUT Receive Credit Alert Data workflow process. defined 175 credit alerts. steps 208 CUT Receive Account Data workflow 214 CUT Receive Account Data workflow process.

creating a profile for an opportunity 118 opportunity. table of 68 fraud management business scenario 194 customer follow-up. associating with a product 117 opportunities. about 66 end-user procedures. exposing 39 254 Siebel Communications Guide Version 8. associating related assets with primary asset 108 assets. steps 206 CUT Receive Trouble Ticket Data workflow process. 176 default tasks parameter. description 193 fraud alerts. running 68 description 58 fields. viewing 196 fraud alert. creating 107 assets. associating with an order 90 agreements. creating adjustments for 145 exemption profile description 58 end-user procedures. changing 197 fraud threshold. steps 205 CUT Send Phone Number Data workflow process. using and fields 55 events. steps 208 CUT Receive Service Profile Data workflow process.1 Rev. viewing service points and service information 111 opportunities. associating with a related I incorporated business or individual. fields (table) 66 F financial profile about financial profiles 67 credit check. examining in Explorer 92 agreements. viewing hierarchical information for 108 assets. creating transaction for 109 assets.Index ■ D CUT Receive Phone Number Data workflow process. steps 208 CUT Send Service Profile Data workflow process. viewing 196 fraud threshold. steps 212 CUT Receive Sales Order Data workflow process. about 167 E end-user procedures agreement details. viewing associated components 109 assets. steps 207 CUT Receive Service Profile Data workflow subprocess. enabling 38 credit alert generation 175. conditions to for updating quotes 117 opportunities. creating for opportunity 117 service item. verifying 168 verification. associating account with 116 opportunities. steps 212 CUT Send Sales Order Data workflow process. defined 193 fraud profile about and fields (table) 69 description 58 D dynamic assignment. D . adding to an asset 110 entitlements about using 83 agreements. steps 210 site 119 quote. steps 209 CUT Send Account Data workflow 213 CUT Send Account Data workflow process. associating a partner with 119 opportunities. steps 206 CUT Send Work Order Data workflow process. credit check data 68 infrastructure information adding for a premise 103 Infrastructure view 56 integration with other applications component groups. updating 198 fraud alerts. associating agreements with 91 service request. about 198 fraud alert details. relationship with 84 defined 84 scenarios 85 trouble tickets. modifying 92 assets. steps 209 CUT Sent Trouble Ticket Data workflow process. about 197 discontinuing service based on alert. steps 210 CUT Receive Work Order Data workflow process. description 193 fraud. creating 115 opportunities. about 173 equipment adding installed or planned 55 list.

about 69 M manual assignment. creating or updating 64 business scenario 59 creating or updating 63 credit check. revalidating 72 address. about Service Profile view 58 Siebel Communications Guide Version 8. exposing 40 workflow policies. changing 52 partner. associating an opportunity 119 payment arrangement history. creating for an opportunity 118 quote.1 Rev. about 85 MSAG Profile. validating 71 billing profiles. 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.Index ■ L integration objects. viewing 101 setting up 98 verifying 100 viewing service requests 102 Process Integration Packs defined 24 documentation 24 products special rating product. adding 161 work orders. accessing 134 requesting duplicates 153 item charges. about 27 O opportunities about 113 account. viewing 152 outcome. associating with an opportunity 119 Oracle Application Integration Architecture. setting 34 Web services. D 25 5 . running 68 customer profile. activating 40 integration workflows about 199 scenarios for defining 200 terminology 200 interactive assignment. description 200 integration users. creating 117 related site. and back-office systems. associating opportunity with 116 business scenario 114 description 113 opportunity. interrelationships (table) 62 address profile. configuring 37 Workflow Monitor Agent. setting up 73 profiles accounts. about 167 master agreements. creating and updating 70 address. about 167 invoices Invoice view. description 58 N nested service bundles. about end-user procedures 66 144 L line items actions. configuring 39 workflows. about 24 order management module. defined 72 special rating products. recording customer’s decision 153 requesting 151 payments about entering 182 adjustments 182 entering for a bill 138 entering for a billing profile 138 payment record. viewing 152 overview 151 payment outcome terms. associating with an opportunity 119 product. associating with an opportunity 117 profile. about and fields (table) 63 billing profiles. creating adjustments for orders about passing to Oracle billing application associating agreements with 90 26 P parent-child relationship. profiles. creating for 160 loyalty profile description 58 end-user procedures. conditions to work 117 quote. setting up 37 process 34 system preference. creating 115 partner.

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 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 Siebel Communications Guide Version 8. table of 59 site profile.1 Rev. about 164 trouble tickets. about 166 asset. roles and responsibilities 59 roles and responsibilities. table of 66 exemption profile. roles and responsibilities 47 sales agreements. receiving 215 repayment plans customer decision. 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). sending outbound message 214 Service Aggregator Class. associating with 82 creating. viewing 186 repayment plans. about end-user procedures 66 financial profile fields. adding to a service request 110 business scenario 165 contact. converting 215 inbound messages from IBM MQSeries. table of 59 table of 47 roles profiles. about 164 description 163 initiating. defined 72 statement profile. description 84 sales managers. description 84 service bundles about 27 behavior 28 comparison to simple service bundles 30 guidelines 33 Service class. table of 59 table of 47 S sales administrators. roles and responsibilities 47 sales representative profiles. viewing assets 111 service item. table of 22 Send Account Data workflow. description 45 service agreements. about 151 request for 184 views listed 182 responsibilities profiles. viewing 111 usage history. submitting 186 description 182 repayment plan outcome. about and fields (table) 69 loyalty profile. about end-user procedures 69 modifying for a contact 81 roles and responsibilities.Index ■ Q defined 57 exemption profile fields. table of 47 screens. about end-user procedures and fields (table) 70 types. description 200 Siebel Media business issues. viewing 101 viewing information 101 Service Profile view. description 85 service points assets. associating with an agreement 91 service level agreements. description 45 service information. about order management module 58 service requests adding for a premise 102 administrator setup. table of 68 financial profile. D . updating 216 inbound message. about end-user procedures and fields (table) 70 special rating profile. about end-user procedures 67 fraud profile. table of 58 Q quotes See opportunities R Receive Account Data workflow account record.

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 .1 Rev. creating 160 activity plan.Synchronize Process Workflow 224 SWIAdjustmentStatusUpdate Workflow 225 SWISendCreditCheck Workflow 248 SWISendPaymentAuthorization Workflow 246 synchronization. assigning to 167 service requests. associating with 159 attachments. associating with 82 creating 167 creating. viewing 140 unbilled services. modifying 76 product. about 173 entitlement. creating 75 list. about adding 171 activity. D 25 7 . defined 72 products. about reviewing 170 solutions. viewing details 139 detail information. defined 72 statement profile description 58 end-user procedures. about 164 partner software. adding 56 Siebel Communications Guide Version 8. about and fields (table) 70 subagreements. credit check data 68 usage billing. viewing 54 UTCCanonical. verifying 168 existing parent tickets. setting for integration 34 third-party credit systems 175 time zones. differences from 163 solutions. setting up 73 profile. about communication with 173 initiating. defined 72 list. about 166 analyzing data 173 attachments. viewing for billing profile 130 unincorporated business. user property 127 W Web services configuring 37 work orders about 157 activity for a work order. about associating 162 business scenario 157 creating 159 defined 157 line item actions.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. creating 74 list. associating with 171 activity. about referring to 164 person or group. adding 161 T telecommunications-related infrastructure. associating child ticket with 168 field service agents. about and fields (table) 70 special rating list items. about 174 business scenario 165 closing trouble tickets 172 contact. assigning manually 168 person or group. in date-time fields 127 trouble tickets activity plan. about 85 Subscription. changing association 77 list. about 173 description 163 entitlement verification. defined 171 U unbilled charges. workflows 217 system preferences. adding 172 administrator setup. about 164 customer verification.

creating 160 service information. sample CUT Receive Account Data. defining properties 215 CUT Receive Account Data. 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. scenarios for defining 200 integration workflows. about 204 workflow process. about 199 integration workflows.Index ■ W line items. viewing 111 terms. sending outbound message 214 258 Siebel Communications Guide Version 8. converting the inbound message 215 Receive Account Data. receiving the inbound message from IBM MQSeries 215 Receive Account Data. terminology 200 for managing contacts. updating the account record 216 Send Account Data. adding 161 workflow process. about 217 description 200 for entering billing adjustments 228 integration workflows. sample Receive Account Data. viewing workflow process steps 213 workflows for billing profiles. accounts. viewing workflow process steps 215 CUT Send Account Data. viewing process properties 213 CUT Send Account Data. accessing the Workflow Process Designer 213 Send Account Data.1 Rev. D . and payments 239 for synchronization 217 for viewing billing profile portal 226 workflows.

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