The fields of the Generic IVR Adapter's TROUBLE_CALLS table could be mapped with the fields of Oracle Utilities Network Management System' INCIDENTS and JOBS table. This is done through column matching of TROUBLE_CALLS fields with JMS Input String (JMS.h), which is the standard product column and user-defined configuration through SRS_RULES.
For more information about the Generic IVR Adapter's TROUBLE_CALLS table, see
TROUBLE_CALLS Table Schema
.
The following table explains how the base fields of the INCIDENTS and the JOBS tables of Oracle Utilities Network Management System are mapped with the fields of the TROUBLE_CALLS table of the Generic IVR Adapter.
Below is a description of each column
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Mapping to TROUBLE_CALLS table
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Customer building address. The building number portion of the street address of the customer.
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Customer city. The city or city/state portion of the address of the customer.
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Intersection cross street name. Name of the second cross street should be in ADDR_STREET field.
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Customer street address. The full street address of the customer.
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Alternative contact number. Alternate phone number for contacting the customer.
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Input time of call. The input time of the incident. If not provided, the current time will be used.
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Callback late indicator. Indicates that it is OK to call back the customer beyond a defined ‘late’ time. This information is only stored in Oracle Utilities Network Management System. No other action is taken by Oracle Utilities Network Management System.
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Indicates either a callback is requested or not.
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Time callback requested. Time for which callback or a follow-up call was requested.
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Check cutoff customer indicator. If set to Y, check if the customer is disconnected, using the CES_DISCONNECTS table. If the customer is disconnected, the call will not be saved, an error will be returned and the VERIFY_DISCONNECTS table will be populated.
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Indicates if call is clue if set to Y.
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Call-taker Comments. Comments provided by the customer or call-taker about the incident.
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Critical customer indicator. This is added to the critical C count of the outage.
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The name of the device to which the customer is connected. This must be the alias of the device handle provided with CUST_DEVICE_CLS and CUST_DEVICE_IDX. If not provided, the service will query ODService to get this information, incurring a performance penalty in call processing.
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Customer device class. The class part of the handle for the device to which the customer is connected. If CUST_ID is provided, but the device is not, JMService will look up the customer device in the CES_CUSTOMERS table. If the provided device is a supply node, it will be put in SUPPLY_CLS & SUPPLY_IDX and the first stage device will be put in H_CLS & H_IDX.
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Customer device index. The index part of the handle for the device to which the customer is connected. See CUST_DEVICE_CLS above.
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Partition of customer device.
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Customer first name. The first name of the customer. If CUST_FIRST_NAME and CUST_LAST_NAME are both provided, they will be appended together with a space. The concatenated customer first and last name (with a space in the middle) may not be larger than 75 characters. This may be used for the full name of the customer if CUST_LAST_NAME is omitted.
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Unique identifier of a customer record in NMS. See CUST_DEVICE_CLS above.
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Intersecting device class.
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Intersecting device index.
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Intersecting X coordinate. X coordinate used for intersection grouping. See
streetXsectionOffset SRS Rule
for more information.
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Intersecting Y coordinate. Y coordinate used for intersection grouping. See
streetXsectionOffset SRS Rule
for more information.
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The last name of the customer. See CUST_FIRST_NAME above.
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Life support customer. If set to ‘Y’, indicates a life support customer. This is added to the critical K count of the outage.
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Customer order number. Not used in the Oracle Utilities Network Management System.
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Customer phone number. The non-area code portion of the customer phone number. If both CUST_PHONE and CUST_PHONE_AREA are provided, they will be appended according to the customerPhoneParentheses SRS rule. The concatenated customer phone number and area (including parentheses) may not be larger than 32 characters. This field may be used for the full customer phone number if CUST_PHONE_AREA is omitted. See
customerPhoneParentheses SRS Rule
for more information.
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Customer phone area code. The area code portion of the customer phone number. See CUST_PHONE above.
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Whether to update customer phone. If set to Y, the customer phone number will be updated in the CUSTOMER_PHONE_OVERRIDE table.
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Customer priority. This string is used to determine the critical customer type and priority of the customer.
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Condition status of call.
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Customer complaint. The customer complaint (trouble code). This is a required field and must correspond with values in the SRS_TROUBLE_CODES table.
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Unique call identifier. The unique identifier for the incident.
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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 Oracle Utilities Network Management System.
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If set to Y, the call is groupable.
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Time of customer meet. If provided, meet created will be a future meet for the given time. Otherwise, if a meet is created it will be a critical meet. MEET_TYPE must be provided to create a meet.
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Customer meet type. If set to 1, a new meet will be created. If set to 2, an existing meet will be rescheduled. If set to 3, an existing meet will be canceled. If any other value is provided, no meet will be created. May be used in conjunction with MEET_TIME.
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Power-up call. Used for power-up messages from CellNet. Used for AMR.
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Related event application.
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Est rest time reported to caller.
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INC. REPORTED_EST_REST_TIME
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Short description of trouble.
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Incident's trouble location.
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Whether to update an existing incident. If set to 1, then JMService will replace an existing incident for the same customer with the values passed in this call.
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Call-taker user name. The name of the call-taker or interface that created the call.
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Customer X coordinate. X coordinate of customer or customer device.
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Customer Y coordinate. Y coordinate of customer or customer device.
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During initialization of IVRAdapter, TROUBLE_CALLS column are matched with the standard product column (JMS.h). If TROUBLE_CALLS field does not match, error will be logged and IVRAdapter will exit.
The following are some exceptions when matching TROUBLE_CALLS columns with JMS Input String: