This appendix provides information about the sample relationship plan included with your application.
This appendix covers the following topics:
The Expiring Contracts relationship plan is included with this release. This relationship plan is designed to display an alert when an agent views a record of a customer who has one or more contracts that will expire in the next 30 days.
Note: Do not modify seed data. Seed data is provided for you to use as delivered. If you want to make modifications, please make a copy and modify your copy.
This appendix describes the following:
Relationship Plan Header
Condition Header
Condition Type
Outcome
Parameter
Outcome Header
Outcome Argument
Message Definition
Profile Definition
Action Header
Action Attributes
Relationship Plan Header
Plan Name - Expiring Contracts
Plan Type - Template
Description - Plans that display an alert when querying a customer who has one or more contracts that will expire in the next 30 days
Profile Check - Expiring Contracts
Operator - >
Low Value - 0
Condition Header
Condition Name - Customer Care - Condition for Expired Contracts.
Description - Seeded condition for Relationship Plans.
Condition Type
Action - Customer Care - Generic Action
Outcome
CSC_EXPIRING_CONTRACTS
Parameter
Parameter - CUST_PARTY_NAME
Description - Name of the customer who has one or more contracts that will expire in the next 30 days.
Data Type - CHAR
Action Attribute - CUST_PARTY_NAME
Outcome Header (Process Definition)
Name - CSC_EXPIRING_CONTRACTS
Application - Oracle Customer Care
Description - Outcome that will be fired when a customer has one or more contracts that will expire within the next 30 days. An alert message will pop up warning the agent about this.
Purpose - Outcome
Type - Alert
Comments - Outcome for a relationship plan that fires when a customer has one or more contracts that will expire in the next 30 days.
Outcome Argument
Name - CUST_PARTY_NAME
Data Type - Char
Description - Name of the customer who has one or more contracts that will expire in the next 30 days.
Message Definition
Message Name - CSC_EXPIRING_CONTRACTS
Message Tokens - CUST_PARTY_NAME
Message Description - Message used as an outcome in a Relationship Plan that fires when a customer has one or more contracts that will expire in the next 30 days.
Message Text - Customer &CUST_PARTY_NAME has one or more contracts that will expire in the next 30 days.
Profile Definition
Block:
Name - Expiring Contracts
Code - EXPIRINGCONTRACTS
Description - Number of contracts that will expire in the next 30 days.
Application - Oracle Customer Care
Select - count(*)
From - OKS_ENT_HEADERS_V A
Where - (a.party_id =:party_id and:cust_account_id is null) and a.end_date_active <= sysdate + 30
Check:
Name - Expiring Contracts
Code - EXPIRINGCONTRACTS
Description - Number of contracts that will expire in the next 30 days.
Application - Oracle Customer Care
Type - Variable
Variable - Expiring Contracts
Action Header
Action Name - Customer Care - Generic Action
Action Type - Action Based
Description - Customer Care generic action that has all the attributes from the contact center header region as well as some from SR, that can be used as additional condition or as arguments to an outcome.
Correlation - CUSTOMER_CARE_ACTION
Application - Oracle Customer Care
Enable - Yes
Counter Action - No
Allow Synchronous Outcomes - Yes
Action Attributes
What follows is a list of the Action Attribute Name, Element Name, Description and Data Type for the attributes provided with the seeded Action named Customer Care - Generic Action:
Customer Party Id, CUST_PARTY_ID, Customer Party Id, NUMBER
Customer Party Number, CUST_PARTY_NUMBER, Customer Party Number, CHAR
Customer Name, CUST_PARTY_NAME, Customer Party Name, CHAR
Customer Type, CUST_PARTY_TYPE, Customer Party Type, CHAR
Customer Status, CUST_PARTY_STATUS, Customer Party Status, CHAR
Customer Account Id, CUST_ACCOUNT_ID, Customer account Id, NUMBER
Contact Party Id, CONT_PARTY_ID, Contact Party Id, NUMBER
Contact Party Number, CONT_PARTY_NUMBER, Contact Party Number, CHAR
Contact First Name, CONT_FIRST_NAME, Contact First Name, CHAR
Contact Last Name, CONT_LAST_NAME, Contact Last Name, CHAR
Area Code, AREA_CODE, Area Code, CHAR
Phone Number, PHONE_NUMBER, Phone Number, CHAR
E-mail Address, EMAIL, E-mail Address, CHAR
Address, ADDRESS, Address, CHAR
City, CITY, City, CHAR
State, STATE, State, CHAR
Postal Code, POSTAL_CODE, Postal Code, CHAR
Province, PROVINCE, Province, CHAR
Country, COUNTRY, Country, CHAR
Caller Type, CALLER_PARTY_TYPE, Caller Type, CHAR
Caller Status, CALLER_PARTY_STATUS, Caller Status, CHAR
Country Code, COUNTRY_CODE, Country Code, CHAR
Contact Relation, CONTACT_RELATION, Contact Relation, CHAR
Critical Overidden Flag, CRIT_OVERRIDE_FLAG, Critical Overidden Flag, CHAR