Oracle TeleSales Implementation Guide

Contents

Title and Copyright Information

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Preface

Introduction to Oracle TeleSales

Overview

Dependencies and Integration Points

Mandatory Dependencies

Optional Integrations

Implementation Overview

Implementation Task Sequence Overview

Implementation Task Sequence for Oracle TeleSales

Implementation Tasks for Oracle TeleSales

Setting Up Organizations

Setting Up the Customer Model

Setting Up Data Quality Management

Setting up Relationships

Setting Up Customer Classifications

Setting Up Global Address Formatting

Validating Addresses

Creating Employees

Setting Up Users, Security, and Reporting Hierarchy

      Factors That Affect Security

      Effects of Security Related Profile Options

      Access to Customer Information

      Access to Opportunity Information

      Access to Sales Leads

      Access to Contact Information, Notes, Tasks, and Interactions

      Access by Managers and Administrators

      Sample Security Setups

Defining Resource Groups

Defining Responsibilities

Setting Up Employees as Users

Importing Employees and Assigning Roles and Resource Groups

Setting Up System Profile Options to Give Users Access

Setting Up Default User Role and Sales Group

Setting Up Lead Management

Importing Leads

Setting Up Opportunities and Forecasting

Setting Up Opportunity Profiles

Creating Win Probabilities

Setting Up Sales Stages

Setting Up Sales Methodologies

Creating and Modifying Status Codes

Setting Up the Product Catalog

Setting Up Plan Element Mapping

Setting Up Forecast Categories

Setting Up Forecast Category Mappings

Setting Up Forecast Defaults

Setting Up Multiple Currencies

Setting Up Currency Codes

Setting Up Calendar Types

Setting Up the Accounting Calendar

Setting Up Period Type Mapping

Setting Up Reporting Currency

Entering GL Daily Conversion Rates

Run Concurrent Programs for Multiple Currency

Setting Up Quoting

Setting Up Flexfields

Setting Up Notes

Setting Up Interaction Tracking

Setting Up Tasks

Setting Up Calendar

Setting Up Fulfillment

Setting Up Territories

Setting Up and Using Territory Assignment Program (TAP)

      TAP Definition

      TAP Guidelines

      Prerequisites for Online (Real Time) TAP

      Prerequisites for Batch Mode TAP

      Setting Up Resource Teams and Groups for TAP

      Deleting Records

      Setting Up Parallel Workers

      Running the Assign Territory Access Program Concurrent Program

      Total Mode Request Set

      New Mode

      Setting Profile Options

      Tables Used

      Transaction Matching Attributes

      About Matching Attributes

      Account Classification

      Account Hierarchy

      Area Code

      Sales Partner Of

      SIC Code

      Customer Category

      Opportunity Classification

      Troubleshooting

Setting Up Partners

Setting Up Marketing Source Codes

Setting Up Incentive Compensation

Setting Up Competitor Information

Setting Up Quick Menu

Hiding and Setting Default Tabs

Setting Up Custom Tabs

Setting Up Forms Integration with HTML-based Applications

Setting Up Mapping Capability for Addresses in eBusiness Center

Setting Up the Universal Work Queue

      Changing the Order of Items in the Work Queue.

      Creating a Media Action

Setting Up Marketing Events

Setting Up Marketing Collateral

Setting Up Class Types

Setting Up Class Codes

Setting Up Scripting

Enabling Multi-Organization Access

Setting Up Call Center and Advanced Outbound and Advanced Inbound

Setting Up Direct Telephony Integration

Setting Up Campaign Assignments

Enabling Oracle Email Center

Enabling Interaction Tracking and Wrap-up

      Interaction Overview

      Setting Up Interaction Tracking

      Deciding the Actions You Want Interactions to Track

      Setting Up Automatic Interaction Tracking

      Setting up Multiple Simultaneous Interactions

      Creating Outcomes, Results, and Reasons for Call Wrap-Up

      Assigning Outcomes to Campaign Activities

      Creating Default Wrap Ups

      Batch Processing

Enabling Web Directory Assistance

Setting Up Relationship Plan

Setting Up the Dashboard

Setting Up the At A Glance Window

      Customize the Menu

      Customize the Criteria

      Set up Window Title

      Set the Title for the Business Objects

      Customize the Action Drop Down Menu

Setting Up Web Collaboration

Setting Up Opportunity Forecasting

Integrating with Oracle Order Management

Integrating with Oracle Contracts Modules

Setting Up Business Event Notification

      How Business Events are Raised

      Identifying Business Events

      Creating a Subscription Function

      Event Parameters

      AS_EVENT_DATA Table

      Event Data Mapping

      Subscribing to an Event

      Summary of Seeded (Internal) Events and Subscriptions

Using Diagnostics

      Overview of TeleSales Diagnostics

      General

      Customer

      Opportunity

      Scripting

      At-A-Glance

      Interaction Center

System Profile Options

Setting System Profile Options

Table of System Profile Options

Concurrent Programs

Table of Concurrent Programs

Lookups

Levels of Modification

Table of Lookups

Index