| Oracle® Application Integration Architecture Oracle Customer Master Data Management Integration Implementation Guide Release 11.1 Part Number E23082-04 |
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PDF · Mobi · ePub |
| Oracle® Application Integration Architecture Oracle Customer Master Data Management Integration Implementation Guide Release 11.1 Part Number E23082-04 |
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PDF · Mobi · ePub |
This chapter provides an overview of the integration option for Siebel CRM, and discusses the process flows, interfaces, integration services.
This chapter contains the following sections:
Section 3.2, "Match and Fetch between Siebel CRM and Oracle Customer Hub"
Section 3.3, "Synchronizing Organizations and Persons from Siebel CRM to Oracle Customer Hub"
These are the flows that are available after choosing the Siebel CRM option during the Customer MDM integration install:
Match and Fetch between Siebel CRM and Oracle Customer Hub.
Synchronizing Organizations and Persons from Siebel CRM to Oracle Customer Hub.
For process flows from Oracle Customer Hub to Siebel CRM, seeChapter 2, "Oracle Customer Master Data Management Integration Base Pack".
For more information about Siebel CRM, see the Siebel CRM product documentation.
For more information about the installation process, see the Oracle Application Integration Architecture Installation and Upgrade Guide for Pre-Built Integrations available on Oracle Technology Network. This guide is continually updated.
These are the prerequisites:
Person requires First Name and Last Name.
Organization requires Account Name.
The business units being used must be seeded in all applications and in cross-references.
The prerequisite is that accounts/contacts have been synchronized between Oracle Customer Hub and Siebel CRM prior to publishing the merge from the Oracle Customer Hub.
This integration flow matches organizations (accounts) or persons (contacts) between Siebel CRM and OCH. This flow is initiated by Siebel CRM to generate a list of potential candidates from OCH. From the list presented, a specific organization or person is requested from OCH, which returns the full profile of the selected record. The full profile from OCH is then sent to Siebel at which point, the organization (account) or person (contact) is synchronized.
Figure 3-1 illustrates the match and fetch flow between Siebel CRM and Oracle Customer Hub:
This integration flow uses these interfaces:
MatchAccountSiebelReqABCSImpl
MatchContactSiebelReqABCSImpl
CustomerPartyEBSV2
CustomerPartyResponseEBSV2
QueryCustomerPartyListUCMProvABCSImpl
FetchAccountSiebelReqABCSImpl
FetchContactSiebelReqABCSImpl
CustomerPartyOrchestrationEBSV2
FetchCustomerPartyEBF
QueryCustomerPartyUCMProvABCSImpl
AIASessionPoolManager
SyncCustomerPartyListSiebelProvABCSImpl
CustomerPartyOrchestrationResponseEBSV2
Figure 3-2 illustrates the integration flow:
When you initiate this process, these events occur:
In Siebel CRM, a CSR in a call center receives a call from a representative who may be a customer or an individual.
The CSR enters an organization or an individual's information, such as name and zip code, and clicks on the Match button from the Call Center Siebel application. This triggers the match flow where the Siebel application synchronously invokes the MatchAccountSiebelReqABCSImpl connector service if the caller was from an organization. The MatchContactSiebelReqABCSImpl connector service is synchronously invoked if the caller is an individual.
The MatchAccountSiebelReqABCSImpl or MatchContactSiebelReqABCSImpl connector service receives the Siebel Account or Contact Match requestor ABM and transforms it into the QueryCustomerPartyListEBM with an organization or person customer-party query criteria.
It then synchronously invokes the QueryCustomerPartyList operation of the CustomerPartyEBSV2 enterprise business service passing in the QueryCustomerPartyListEBM.
The CustomerPartyEBSV2 routes the QueryCustomerPartyListEBM to the QueryCustomerPartyListUCMProvABCSImpl provider service, which is synchronously invoked.
The QueryCustomerPartyListUCMProvABCSImpl determines whether the request is for an organization or a person.
It transforms the QueryCustomerPartyListEBM, which contains the match criteria to the Oracle Customer Hub specific organization or person Match requestor ABM. It invokes either the Oracle Customer Hub OrganizationMatchService or PersonMatchService.
The Oracle Customer Hub OrganizationMatchService or PersonMatchService queries the Oracle Customer Hub database, and based on the match criteria, returns the organization or person Match response ABM, which contains a list of the organization or person candidates back to the QueryCustomerPartyListUCMProvABCSImpl that it synchronously invoked.
The QueryCustomerPartyListUCMProvABCSImpl receives the organization or person Match response ABM and transforms it into the QueryCustomerPartyListResponseEBM.
During the transformation, the common IDs are generated and cross-reference database is populated where necessary. The response message is sent back to the CustomerPartyEBSV2.
The CustomerPartyEBSV2 receives the QueryCustomerPartyListResponseEBM response from the QueryCustomerPartyListUCMProvABCSImpl and passes the message back to the MatchAccountSiebelReqABCSImpl or the MatchContactSiebelReqABCSImpl depending on which invoked it.
The MatchAccountSiebelReqABCSImpl or the MatchContactSiebelReqABCSImpl transforms the response to the Siebel specific account or contact Match requestor ABM and sends a list of candidate customer parties that meet the criteria to the Siebel CRM application.
The CSR reviews the list of customer parties displayed, and picks the exact account from the list by clicking on the Fetch button in the application.
This triggers the Fetch flow, where the Siebel application synchronously invokes the FetchAccountSiebelReqABCSImpl connector service if the caller was from an organization. The FetchContactSiebelReqABCSImpl connector service is invoked synchronously when the caller is an individual.
The FetchAccountSiebelReqABCSImpl or FetchContactSiebelReqABCSImpl connector service receives the Siebel account or contact Fetch requestor ABM and transforms it into the QueryCustomerPartyEBM with an organization or person customer-party query criteria. It then asynchronously invokes the AsyncFetchCustomerParty operation of the CustomerPartyOrchestrationEBSV2 enterprise business service, and passes in the QueryCustomerPartyEBM, which contains the account's identifier (the common ID).
The CustomerPartyOrchestrationEBSV2 is a routing service that asynchronously invokes the AsyncFetchCustomerParty operation of the FetchCustomerPartyEBF, and passes the QueryCustomerPartyEBM.
The FetchCustomerPartyEBF receives the QueryCustomerPartyEBM and synchronously invokes the QueryCustomerParty operation of the CustomerPartyEBSV2.
The CustomerPartyEBSV2 routes the QueryCustomerPartyEBM to the QueryCustomerPartyUCMProvABCSImpl provider service, which is synchronously invoked.
The QueryCustomerPartyUCMProvABCSImpl determines whether the request is for an organization or a person. It transforms the QueryCustomerPartyEBM, which contains the organization or person ID to the Oracle Customer Hub-specific organization or person fetch requestor ABM. It invokes either the Oracle Customer Hub OrganizationFetchService or PersonFetchService.
The Oracle Customer Hub OrganizationFetchService or PersonFetchService queries the Oracle Customer Hub database based on the organization or person ID. It returns the organization or person fetch response ABM, which contains the full organization or person data record from Oracle Customer Hub back to the QueryCustomerPartyUCMProvABCSImpl that synchronously invoked it.
The QueryCustomerPartyUCMProvABCSImpl transforms the fetch response ABM into QueryCustomerPartyResponseEBM. The response message is sent back to the CustomerPartyEBSV2.
The CustomerPartyEBSV2 receives the QueryCustomerPartyResponseEBM response from the QueryCustomerPartyUCMProvABCSImpl and then passes the message back to the FetchCustomerPartyEBF that invoked it.
The FetchCustomerPartyEBF receives the QueryCustomerPartyResponseEBM and transforms it into the SyncCustomerPartyListEBM, which asynchronously invokes the SyncCustomerPartyList operation of CustomerPartyEBSV2.
The SyncCustomerPartyList operation of CustomerPartyEBSV2 asynchronously routes the SyncCustomerPartyListEBM message to the SyncCustomerPartyListSiebelProvABCSImpl.
The SyncCustomerPartyListSiebelProvABCSImpl receives the SyncCustomerPartyListEBM, and then determines whether an account or contact synchronization is necessary. It transforms the SyncCustomerPartyListEBM into Siebel account or contact SyncCustomerABM and invokes the appropriate Siebel synchronization service.
The Siebel synchronization service creates the account or contact record and returns the SyncCustomerResponseABM, which contains the details of the record added.
The SyncCustomerPartyListSiebelProvABCSImpl receives the SyncCustomerResponseABM and transforms it into the SyncCustomerPartyListResponseEBM. As part of the transformation, the Siebel ID is added to the cross-reference table. It then invokes the SyncCustomerPartyListResponse operation of the CustomerPartyResponseEBSV2, and passes the SyncCustomerPartyListResponseEBM.
The FetchCustomerPartyEBF receives the SyncCustomerPartyListResponseEBM callback from CustomerPartyResponseEBSV2, and transforms the SyncCustomerPartyListResponseEBM into the QueryCustomerPartyResponseEBM. It then asynchronously invokes the AsyncFetchCustomerPartyResponse operation of CustomerPartyOrchestrationResponseEBSV2, and passes the QueryCustomerPartyResponseEBM.
The FetchAccountSiebelReqABCSImpl or FetchContactSiebelReqABCSImpl connector service receives the QueryCustomerPartyResponseEBM callback from CustomerPartyOrchestrationResponseEBSV2 and transforms the response into an account or contact fetch response ABM. It sends the response back to the Siebel application where the new account or contact information can be viewed.
This feature synchronizes customer-related entity information from one or several instances of Siebel CRM to Oracle Customer Hub. Oracle Customer Hub consumes the message using AIA and after applying configurable data quality and data cleansing processes to the record, determines whether to update an existing record or to create a new customer record based on survivorship and update precedence rules in Oracle Customer Hub.
Figure 3-3 illustrates the synchronization of organizations and persons from Siebel CRM to Oracle Customer Hub:
For this integration flow:
The shared data model between Siebel and Oracle Customer Hub ensures that mappings are consistent among account, contact, and address entities.
The creation of a new account (org customer) or contact (person customer) in Siebel CRM initiates a process to synchronize information to Oracle Customer Hub. New accounts and contacts should be customers but can be non-customers such as prospects.
This integration flow synchronizes new accounts or updates from Siebel CRM to Oracle Customer Hub. This integration flow uses these interfaces:
SyncCustomerSiebelEventAggregator
SyncAcctSiebelAggrEventConsumer
SyncAccountSiebelReqABCSImpl
CustomerPartyEBSV2
SyncCustomerPartyListUCMProvABCSImpl
CustomerPartyResponseEBSV2
SyncCustomerPartyListResponseSiebelProvABCSImpl
SyncAccountSiebelAggregatorAdapter
SyncAddressSiebelAggregatorAdapter
SyncContactSiebelAggregatorAdapter
Figure 3-4 illustrates the integration flow:
When you initiate this process, these events occur:
Siebel contact events are raised when a new contact is created or updated in Siebel CRM. This includes creating new addresses or updating existing addresses.
This initiates the SyncCustomerSiebelEventAggregator, with the SiebelAccountABM message.
The SyncCustomerSiebelEventAggregator invokes one of three database adapters, depending on the type of event raised: account, contact, or address event.
The database adapters each invoke a PL/SQ procedure that performs the aggregation in a database table. The SyncAcctSiebelAggrEventConsumer listens on the aggregator table and polls the data. Based on the Polling Interval set, the records in the table are polled and the consumer invokes the SyncAccountSiebelReqABCSImpl service.
SyncAcctSiebelAggrEventConsumer consumes the message from the aggregator table . The SyncAcctSiebelAggrEventConsumer service has resequencer properties defined to provide guaranteed first-in first-out processing of account record. For each record, the SyncAccountSiebelReqABCSImpl service is invoked. If the resequencer is enabled, then records of the same account are processed sequentially but the records of a different account are processed in parallel.
The PollingInterval for the Account and Contact Aggregator consumer services are, by default, set to 90s and 60s respectively. To change these values:
Go to the EM Console.
Look for the SyncAcctSiebelAggrEventConsumer service located under Farm_soa_domain, SOA, soa-infra, default
Select this service and go to the Services and References section.
Click the service of type JCA Adapter.
Go to the Properties tab and set the property Polling Interval to the desired value.
Click Apply to save the changes.
Restart the service-oriented architecture (SOA) server for the changes to take effect.
If needed, perform the same steps as for the contact consumer service, SyncContSiebelAggrEventConsumer.
The Siebel requester ABC implementation, SyncAccountSiebelReqABCSImpl, transforms the aggregated message into the Siebel Query Request ABM and invokes the Siebel Query web service to fetch the details of the Account (including account, address, and contact details).
The QueryResponse ABM is then transformed into the SyncCustomerPartyListEBM and the SyncCustomerPartyList operation of the CustomerPartyEBSV2 is invoked.
Invoking CustomerPartyEBSV2 with the SyncCustomerPartyList operation routes the SyncCustomerPartyListEBM to the Oracle Customer Hub provider ABC implementation service, SyncCustomerPartyListUCMProvABCSImpl.
The Oracle Customer Hub provider ABC implementation service, SyncCustomerPartyListUCMProvABCSImpl, transforms the SyncCustomerPartyListEBM into the appropriate Oracle Customer Hub account ABM and invokes the Oracle Customer Hub API.
The response from the Oracle Customer Hub API is an integration object that has the account data if it was successfully created or updated in Oracle Customer Hub, which is then transformed into the SyncCustomerPartyListResponseEBM, in the process of which the cross-references tables are populated with the Oracle Customer Hub identifier values.
The response is sent to the CustomerPartyResponseEBSV2 if the response comes back from Oracle Customer Hub. If the Oracle Customer Hub ABM message was put in a queue, then the response IO status has to be checked and the cross-reference entry for the Oracle Customer Hub ID must be created at a later time when the publish from Oracle Customer Hub happens for this account using integration IDs.
The SyncCustomerPartyListResponseEBM is transformed into the Siebel account ABM and the Siebel account web service is invoked.
This integration flow is used to synchronize new person or updates from Siebel to Oracle Customer Hub. This integration flow uses these interfaces:
SyncCustomerSiebelEventAggregator
SyncContSiebelAggrEventConsumer
SyncContactSiebelReqABCSImpl
CustomerPartyEBSV2
SyncCustomerPartyListUCMProvABCSImpl
CustomerPartyResponseEBSV2
SyncCustomerPartyListResponseSiebelProvABCSImpl
SyncAddressSiebelAggregatorAdapter
SyncContactSiebelAggregatorAdapter
Figure 3-5 illustrates the integration flow:
When you initiate this process, these events occur:
Siebel contact events are raised when a new contact is created or updated in Siebel CRM. This includes creating new addresses or updating existing addresses.
This initiates the SyncCustomerSiebelEventAggregator with the SiebelContactABM message.
The SyncCustomerSiebelEventAggregator invokes a database adapter, depending on the type of event raised: contact or address event.
The database adapter invokes a PL/SQ procedure that performs the aggregation in a database table. The SyncContSiebelAggrEventConsumer listens on the aggregator table and polls the data. Based on the polling interval set, the records in the table are polled and the consumer invokes the SyncContactSiebelReqABCSImpl service.
SyncContSiebelAggrEventConsumer consumes the message from the aggregator table. The SyncContSiebelAggrEventConsumer service has resequencer properties defined to provide guaranteed first-in first-out processing of contact record. For each record, the SyncContactSiebelReqABCSImpl. service is invoked. If the resequencer is enabled, then records of the same contact are processed sequentially but the records of a different contact are processed in parallel.
The PollingInterval for the Account and Contact Aggregator consumer services are, by default, set to 90s and 60s respectively. To change these values for your use cases:
Go to EM Console.
Look for the SyncContSiebelAggrEventConsumer service located under Farm_soa_domain, SOA, soa-infra and default.
Select this service and go to the Services and References section.
Click the service of type JCA Adapter.
Go to the Properties tab and set the property Polling Interval to the desired value.
Click Apply to save the changes
Restart the service-oriented architecture (SOA) server for the changes to take effect.
The Siebel requester ABC implementation, SyncContactSiebelReqABCSImpl, transforms the aggregated message to the Siebel Query request ABM and invokes the Siebel Query web service to fetch the details of the contact (including contact details and personal address). The QueryResponse ABM is then transformed into the SyncCustomerPartyListEBM and the SyncCustomerPartyList operation of the CustomerPartyEBSV2 is invoked.
Invoking the CustomerPartyEBSV2 with the SyncCustomerPartyList operation routes the SyncCustomerPartyListEBM to the Oracle Customer Hub provider ABC implementation service, SyncCustomerPartyListUCMProvABCSImpl.
The Oracle Customer Hub provider ABC implementation service, SyncCustomerPartyListUCMProvABCSImpl, transforms the SyncCustomerPartyListEBM into the appropriate Oracle Customer Hub person ABM and invokes the Oracle Customer Hub API.
The response from the Oracle Customer Hub API is an integration object that has the person data if it was successfully created or updated in Oracle Customer Hub and is then transformed into the SyncCustomerPartyListResponseEBM in the process of which, the cross-references tables are populated with the Oracle Customer Hub identifier values.
The response is sent to the CustomerPartyResponseEBSV2 if the response comes back from Oracle Customer Hub. If the Oracle Customer Hub ABM message was put in a queue, then the response IO status has to be checked and the cross-reference entry for the Oracle Customer Hub ID must be created at a later time when the publish from Oracle Customer Hub happens for this person using integration IDs.
The SyncCustomerPartyListResponseEBM is transformed into the Siebel contact ABM and the Siebel contact web service is invoked.
These are the integration services for Siebel CRM:
SyncAccountSiebelAggregatorAdapter
SyncContactSiebelAggregatorAdapter
SyncAddressSiebelAggregatorAdapter
SyncCustomerSiebelEventAggregator
SyncAccountSiebelReqABCSImpl
SyncContactSiebelReqABCSImpl
SyncCustomerPartyListSiebelProvABCSImpl
SyncCustomerPartyListResponseSiebelProvABCSImpl
SyncBPSiebelAggregatorAdapter
SyncAcctSiebelAggrEventConsumer
SyncContSiebelAggrEventConsumer
The SyncAccountSiebelAggregatorAdapter is implemented as a process with a database adapter and routing services. This service aggregates the account events generated in the Siebel application when an account is created or updated. This service invokes a PL/SQL procedure, AIA_AGGREGATOR_PUB.SIEBEL_AGGREGATE_ACCOUNT, which does the actual aggregation in the AIA aggregator table.
The SyncContactSiebelAggregatorAdapter is implemented as a process with a database adapter and routing services. This service aggregates the account events generated in the Siebel application when a contact is created or updated. This service invokes a PL/SQL procedure, AIA_AGGREGATOR_PUB.SIEBEL_AGGREGATE_CONTACT, which does the actual aggregation in the AIA aggregator table.
The SyncAddressSiebelAggregatorAdapter is implemented as a process with a database adapter and routing services. This service aggregates the account events generated in the Siebel application when an account's address is created or updated. This service invokes a PL/SQL procedure, AIA_AGGREGATOR_PUB.SIEBEL_AGGREGATE_ADDRESS, which does the actual aggregation in the AIA aggregator table.
The SyncCustomerSiebelEventAggregator is implemented as a BPEL process since it involves JMS Header manipulations that cannot be done in a Mediator service. This service has three operations, one for each kind of event raised by the Siebel application when an account, contact, or address is created or updated, or both. Each operation invokes the corresponding aggregator adapter service, which does the aggregation of the event in the AIA Aggregator table. These operations are defined in this service:
aggregateaccountevent
aggregatecontactevent
aggregateaddressevent
aggregatebpevent
The SyncAccountSiebelReqABCSImpl service is responsible for transforming the Siebel message into the SyncCustomerPartyList EBM format and invoking the SyncCustomerPartyList operation of the CustomerPartyEBSV2. This operation is defined in SyncAccount service.
The SyncContactSiebelReqABCSImpl service is responsible for transforming the Siebel message into the SyncCustomerPartyList EBM format and invoking the SyncCustomerPartyList operation of the CustomerPartyEBSV2. This operation is defined in SyncContact service.
The SyncCustomerPartyListSiebelProvABCSImpl service is implemented in BPEL and is invoked by the SyncCustomerPartyList operation of the CustomerPartyEBSV2, passing in the Synchronize CustomerPartyListEBM payload. This service transforms the EBM into a Siebel ABM and invokes the Siebel web service interface.
The SyncCustomerPartyListResponseSiebelProvABCSImpl service is implemented in BPEL and is invoked by the SyncCustomerPartyListResponse operation of the CustomerPartyResponseEBSV2, passing in the SyncCustomerPartyListResponseEBM payload. This service transforms the EBM into a Siebel ABM and invokes the Siebel web service interface to synchronize the response.
The SyncBPSiebelAggregatorAdapter is implemented as a process with a database adapter and routing services. This service aggregates the account events generated in the Siebel application when a Billing Profile is created or updated. This service invokes a PL/SQL procedure, AIA_AGGREGATOR_PUB.SIEBEL_AGGREGATE_BP, which does the actual aggregation in the AIA aggregator table.
The SyncAcctSiebelAggrEventConsumer service is responsible for dequeueing the aggregated Siebel Account identifiers from the AIA Aggregator table and invoking the appropriate operation of the Requestor ABCS, SyncAccountSiebelReqABCSImpl.
The SyncContSiebelAggrEventConsumer service is responsible for dequeueing the aggregated Siebel Contact identifiers from the AIA Aggregator table and invoking the appropriate operation of the Requestor ABCS, SyncContactSiebelReqABCSImpl.
For more information about the Event Aggregation programming model, see Oracle Application Integration Architecture - Foundation Pack: Integration Developer's Guide, "Describing the Event Aggregation Programming Model."
These are the Siebel interfaces.
Table 3-1 Inbound Web Services: Organization and Person Synchronization
| Name | Schema/element |
|---|---|
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SWICustomerPartyServices.wsdl Operation: SWICustomerPartyInsertOrUpdate |
SWICustomerPartyIO.xsd (ListOfSwicustomerpartyio) |
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SWIContactIO.wsdl Operation: SWIContactServicesInsertOrUpdate |
SWIContactIO.xsd (ListOfSwicontactio) |
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For the merge: WSDL name: SWIMergeService.wsdl Operation: SWIMergeServicesMerge |
SWIMergeObjectIO.xsd (ListOfSwimergeobjectio) |
Table 3-2 Outbound Web Services: Organization and Person Synchronization
| Name | Schema |
|---|---|
|
SyncCustomerSiebelEventAggregator (operation: aggregateaccountevent) |
SWICustomerPartyIO.xsd (ListOfSwicustomerpartyio) |
|
SyncCustomerSiebelEventAggregator (operation: aggregatecontactevent) |
SWIContactIO.xsd (ListOfSwicontactio) |
|
SyncCustomerSiebelEventAggregator (operation: aggregateaddressevent) |
SWIAddressIO.xsd (ListOfSwiaddressio) |
For more information about Siebel CRM web services, navigate to the documentation library for Siebel applications on Oracle Technology Network and see Siebel CRM Web Services Reference.
Table 3-3 Outbound Web Services: Match and Fetch
| Name | Description |
|---|---|
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MatchAccountSiebelReqABCSImpl |
The MatchAccountSiebelReqABCSImpl service is synchronously invoked by Siebel CRM when a user enters match criteria in its Account form and triggers the match flow. The match flow returns a list of potential candidates that fits the criteria. This service supports this operation: MatchAccount. |
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MatchContactSiebelReqABCSImpl |
The MatchContactSiebelReqABCSImpl service is synchronously invoked by Siebel CRM when a user enters match criteria in its Contact form and triggers a match flow. The match flow returns a list of potential candidates that fits the criteria. This service supports this operation: MatchContact. |
|
FetchAccountSiebelReqABCSImpl |
The FetchAccountSiebelReqABCSImpl service is synchronously invoked by Siebel CRM after the user picks an account from the list of candidates as the best match and requests that it be synchronized to Siebel. This service supports these operations: FetchAccount AsyncFetchCustomerPartyResponse |
|
FetchContactSiebelReqABCSImpl |
The FetchContactSiebelReqABCSImpl service is synchronously invoked by Siebel CRM after the user picks a contact from the list of candidates as the best match and requests that it be synchronized to Siebel. This service supports these operations: FetchContact AsyncFetchCustomerPartyResponse |
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SyncCustomerPartyListSiebelProvABCSImpl |
The match and fetch flows use some of the same services as the synchronization flows. |
For more information about Siebel CRM web services, navigate to the documentation library for Siebel applications on Oracle Technology Network and see the Siebel CRM Web Services Reference.
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