The TROUBLE_CALLS table stores the trouble calls that are submitted by the external application. The Generic IVR Adapter polls this table and submits new trouble call records to Oracle Utilities Network Management System, so Oracle Utilities Network Management System could apply the outage analysis algorithm to predict the outage device. The external application indirectly inserts records to the TROUBLE_CALLS table by invoking the pr_trouble_calls stored procedure. See
pr_trouble_calls
for more information.
Each field of the TROUBLE_CALLS table is matched with SRSinput field. The mapping is configurable. A column names are directly tied up to a specific field of the INCIDENTS table or the JOBS table of Oracle Utilities Network Management System.
In effect, each field in the TROUBLE_CALLS table is mapped (and the mapping is configurable) to a particular field of the INCIDENTS table or the JOBS table of Oracle Utilities Network Management System. For more information, see
Trouble Call Mapping Configuration
.
In the 'Description' column, take note that field names prefixed with 'INC.' would come from the INCIDENTS table. Field names prefixed by 'JOBS.' would come from the JOBS table. Field names prefixed by 'CC.' would come from the CES_CUSTOMERS table.
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Description (JMS Input String Reference)
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Customer building address. Refer to
ADDR_BUILDING
for more information.
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Customer City/State. Refer to
ADDR_CITY
for more information.
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Intersection cross street name.
Maps to INC.ADDR_CROSS_STREET.
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Customer address. Refer to
ADDR_STREET
for more information.
Maps to INC.ADDRESS and JOBS.ADDR_STREET
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Alternative contact number. Refer to
ALTERNATE_PHONE
for more information.
Maps to INC.ALTERNATE_PHONE
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Appointment Range. Refer to
APPT_RANGE
for more information.
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Time of appointment. Refer to
APPT_TIME
for more information.
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Type of appointment. Refer to
APPT_TYPE
for more information.
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Customer Comment. Refer to
COMMENT
Property Name for more information.
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Status of the trouble call in the TROUBLE_CALLS table. The Generic IVR Adapter uses this internally to identify the status of this trouble call.
The possible values are as follows:
‘I’ - The Generic IVR Adapter is in the process of submitting this trouble call to Oracle Utilities Network Management System
‘C’ - Trouble call submission to Oracle Utilities Network Management System is completed.
The Generic IVR Adapter uses this field as one of the criteria in purging the TROUBLE_CALLS table for 'old' records. Records with CALL_STATUS field = 'C' will be purged.
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Input time of call. Refer to
CALL_TIME
for more information.
The Generic IVR Adapter uses this field as one of the criteria in purging the TROUBLE_CALLS table for 'old' records. The TROUBLE_CALL record is 'aged' based on the system date/time and the CALL_TIME field. Any record older than a predefined number of days will be removed. See
keepdbinfo
for more information.
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Type of call. Refer to
CALL_TYPE
for more information.
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Callback late indicator. Refer to
CALLBACK_LATE
for more information.
The possible values are as follows:
‘Y’ - It is OK to call back even when it is already late.
‘N’ - It is not OK to call back when it is already late.
If no value was supplied, this field will default to 'N'.
This information is only passed from the external application to Oracle Utilities Network Management System (using the Trouble Calls Data Flow), and back to the external application (using the Callback Requests Data Flow). No other action is taken.
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Callback request indicator. Refer to
CALLBACK_REQUEST
for more information.
The possible values are as follows:
‘0’ - callback not requested
Maps to INC.CALLBACK_REQUEST
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Callback Before Time. Refer to
CALLBACK_TIME
for more information.
Maps to INC.CALLBACK_TIME
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Check cut-off customer indicator. Refer to
CHECK_CUTOFF
for more information.
The possible values are as follows:
‘Y’ - check if the customer is disconnected
‘N’ - do not perform checking.
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Indicates if call is clue if set to Y. Refer to
CLUE
for more information.
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Total priority of call. Refer to
COMBINE_PRI
for more information.
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Call cancel indicator. Refer to
CUST_CALL_CANCEL
for more information.
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Critical customer indicator. This is added to the critical C count of the outage. Refer to
CUST_CRITICAL
for more information.
Maps to INC.CRITICAL_CUST
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Customer Device Alias. Refer to
CUST_DEVICE_ALIAS
for more information.
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Corresponding CC.H_CLS field for the given CC.SERV_LOC_ID. This field does not have a corresponding input parameter in the pr_trouble_calls stored procedure. The stored procedure itself populates this field. Refer to
CUST_DEVICE_CLS
for more information.
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Corresponding CC.H_IDX field for the given CC.SERV_LOC_ID. This field does not have a corresponding input parameter in the pr_trouble_calls stored procedure. The stored procedure itself populates this field. Refer to
CUST_DEVICE_IDX
for more information.
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NCG of customer device. Refer to
CUST_DEVICE_NCG
for more information.
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Partition of customer device. Refer to
CUST_DEVICE_ PARTITION
for more information.
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Customer Name. Refer to
CUST_FIRST_NAME
for more information.
Maps to INC.CUSTOMER_NAME and
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Unique customer record identifier. Maps to INC.CID.
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Intersecting device class. Refer to
CUST_INTERSECT_ CLS
for more information.
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Intersecting device index. Refer to
CUST_INTERSECT_ IDX
for more information.
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Intersecting NCG. Refer to
CUST_INTERSECT_ NCG
for more information.
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Intersecting X coordinate. X coordinate used for intersection grouping.
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Intersecting Y coordinate.Y coordinate used for intersection grouping.
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Corresponding CC.ACCOUNT_NUMBER field for the given CC.SERV_LOC_ID. This field does not have a corresponding input parameter in the pr_trouble_calls stored procedure. The stored procedure itself populates this field. Refer to
CUST_KEY
for more information.
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The last name of the customer. Refer to
CUST_LAST_NAME
for more information.
Maps to INC.CUSTOMER_NAME and
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Life support customer. Refer to
CUST_LIFE_SUPPORT
for more information.
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Customer order number. Refer to
CUST_ORDER_NUM
for more information.
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Customer phone number. Refer to
CUST_PHONE
for more information.
Maps to INC.CUSTOMER_PHONE and JOBS.CUSTOMER_PHONE
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Customer phone area code. Refer to
CUST_PHONE_AREA
for more information.
Maps to INC.CUSTOMER_PHONE and
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Whether to update customer phone. Refer to
CUST_PHONE_ UPDATE
for more information.
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Customer Priority. Refer to
CUST_PRIORITY
for more information.
This is defined by customer and needs to be an integer string.
Maps to INC.CUSTOMER_TYPE
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Condition status of call.
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Trouble code or customer complaint. Refer to
CUST_TROUBLE_ CODE
for more information.
This is the trouble or complaint that the customer reports when making a call. The trouble code determines the priority of the incident.
Trouble code mapping setup in Oracle Utilities Network Management System should be synchronized with the trouble code mapping setup on the external application. This is to ensure that the trouble code sent from the external application is interpreted similarly when the trouble code is received by Oracle Utilities Network Management System.
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Customer trouble queue. Refer to
CUST_TROUBLE_ QUEUE
for more information.
This field contains the name of the work group queue that the event has been referred to.
Maps to INC.TROUBLE_QUEUE and JOBS.TROUBLE_QUEUE
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External ID. Refer to
EXTERNAL_ID
for more information
If it is used, its value should be unique.
Maps to INC.EXTERNAL_ID and
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Fuzzy control zone class.
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Fuzzy control zone index.
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General Area. Not Used in the SPL OMS System.
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Indicates if call is groupable if set to 1.
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Time of customer meet. Refer to
MEET_TIME
for more information.
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Customer meet type. Refer to
MEET_TYPE
for more information.
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Related event application.
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Estimated restoration time reported to caller.
Maps to INC. REPORTED_EST_REST_TIME
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Trouble short description.
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Incident's trouble location.
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Whether to update an existing incident. Refer to
UPDATE_EXISTING_ INC
for more information.
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Call-taker user name. Refer to
USER_NAME
for more information.
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Customer X coordinate. Refer to
X_REF
for more information.
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Customer Y coordinate. Refer to
Y_REF
for more information.
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The TROUBLE_CALLBACKS table contains callback request information that has to be reported to the external application. The table also stores the corresponding callback response received from the external application. The Generic IVR Adapter directly inserts new callback requests to the said table. It also directly picks up processed callbacks from the same table. The external application is provided two stored procedures for indirectly reading and updating callback information from the table.
From the table below, on the 'Description' column, take note that field names prefixed with 'INC.' would come from the INCIDENTS table.
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Populated by the Callback Requests Data Flow from INC.EVENT_CLS.
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Populated by the Callback Requests Data Flow from INC.EVENT_IDX.
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Populated by the Callback Requests Data Flow from INC.NUMB.
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Populated by the Callback Requests Data Flow from INC.ACCOUNT_NUM.
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Populated by the Callback Requests Data Flow from INC.CUSTOMER_NAME.
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Populated by the Callback Requests Data Flow from INC.CUSTOMER_PHONE.
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Populated by the Callback Requests Data Flow by concatenating INC.ADDR_BUILDING, INC.ADDRESS and INC.ADDR_CITY
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Populated by the Callback Requests Data Flow from INC.ALTERNATE_PHONE.
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Populated by the Callback Requests Data Flow from INC.COMPLAINT.
This is the trouble code (e.g., '10000000') of the incident rather than the clue (e.g., 'Out'). 'Out' is short for 'All Power Out'.
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Populated by the Callback Requests Data Flow from INC.SHORT_DESC
This is the clue (e.g., 'Out') of the incident rather than the trouble code (e.g., '10000000'). 'Out' is short for 'All Power Out'.
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Populated by the Callback Requests Data Flow from INC.OP_COMMENT.
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Populated by the Callback Requests Data Flow from INC.INPUT_TIME.
The Generic IVR Adapter uses this field as one of the criteria in purging the TROUBLE_CALLBACKS table for 'old' records. The TROUBLE_CALLBACKS table record is 'aged' based on the system date/time and the INCIDENT_TIME field. Any record older than a predefined number of days will be removed. See
keepdbinfo
for more information.
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Populated by the Callback Requests Data Flow from INC.EXTERNAL_ID.
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Initially populated by the Callback Requests Data Flow as NULL;
The field is repopulated by the external application (using pr_trouble_callback_responses stored procedure). The valid values are as follows:
'F' - Not Restored Callback
'N' - Cancel Callback, unable to get a response
The Callback Response Data Flow is responsible for sending the updated value to Oracle Utilities Network Management System. A remapped value is placed in INC.CALLBACK_STATUS.
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Initially populated by the Callback Requests Data Flow as NULL;
The field could be repopulated by the external application (using pr_trouble_callback_responses stored procedure). The stored procedure defaults this field to the system date if no information was supplied by the external application.
The Callback Response Data Flow is responsible for sending the updated value to Oracle Utilities Network Management System. The value is placed in INC.CB_CALL_TIME.
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Populated by the Callback Requests Data Flow from INC.USER_NAME.
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Populated by the Callback Requests Data Flow from INC.CALLBACK_LATE
The possible values are as follows:
‘Y’ - It is OK to call back even when it is already late.
‘N’ - It is not OK to call back when it is already late.
This information is only passed from the external application to Oracle Utilities Network Management System (using the Trouble Calls Data Flow), and back to the external application (using the Callback Requests Data Flow). No other action is taken.
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Populated by the Callback Requests Data Flow from INC.CALLBACK_TIME.
This information is only passed from the external application to Oracle Utilities Network Management System (using the Trouble Calls Data Flow), and back to the external application (using the Callback Requests Data Flow). No other action is taken.
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This is used by the Generic IVR Adapter to indicate the source of the callback request. This will default to 'OMS'.
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Initially populated by the Callback Requests Data Flow as 'N', signifying that the record is a new callback
Once the record was fetched by the external application (using pr_trouble_callback_requests stored procedure), the field is automatically updated by the stored procedure to 'I' signifying that the external system is currently processing the callback response.
As soon as the external application successfully returns the callback response to the Generic IVR Adapter (using pr_trouble_callback_responses stored procedure), the field is updated to 'C', signifying that the external application has completed the processing of the callback response.
This field is internally maintained by the Generic IVR Adapter. Below is a list of valid values for this field.
'I' - In Processing Of Callback Response
'C' - Completed The Processing Of Callback Response
The Generic IVR Adapter uses this field as one of the criteria in purging the TROUBLE_CALLBACKS table for 'old' records. Records with PROCESS_STATUS field = 'C' will be purged.
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Initially populated by the Callback Requests Data Flow as 'N', signifying that the callback is not yet done.
As soon as the external application successfully returns the callback response to the Generic IVR Adapter (using pr_trouble_callback_responses stored procedure), the field is updated to 'Y', signifying that the callback has been done.
Below is a list of valid values for this field.
'N' - Callback Has Not Been Done
'Y' - Callback Has Been Done
The Generic IVR Adapter uses this field as one of the criteria in purging the TROUBLE_CALLBACKS table for 'old' records. Records with CALLBACK_DONE field = 'Y' will be purged.
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This is used to relay back to customers the cause of an outage when a callback is performed.
Populated by the Callback Requests Data Flow from JOBS.CAUSE when the useExternalCause rule is set to ‘yes’ in the SRS_RULES.
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Outage duration in seconds.
Populated by the Callback Requests Data with the difference between JOBS.RESTORE_TIME and JOBS.BEGIN_TIME.
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Populated by the Callback Requests Data Flow from INC.USER_NAME.
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Populated by the Callback Requests Data Flow from a column in the PICKLIST_INFO_UPD_TR database table. Column name is configured in the IVR_ADAPTER_CONFIG database table.
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Populated by the Callback Requests Data Flow from a column in the PICKLIST_INFO_UPD_TR database table. Column name is configured in the IVR_ADAPTER_CONFIG database table.
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Populated by the Callback Requests Data Flow from a column in the PICKLIST_INFO_UPD_TR database table. Column name is configured in the IVR_ADAPTER_CONFIG database table.
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Populated by the Callback Requests Data Flow from a column in the PICKLIST_INFO_UPD_TR database table. Column name is configured in the IVR_ADAPTER_CONFIG database table.
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