Setting Up PeopleSoft Order Capture

This chapter provides overviews of Order Capture setup, toolbar configuration, and application class set creation; lists common elements; and discusses how to:

Set up Order Capture tables.
Define order and quote processing.
Define integrations and mappings.
Set up credit card integration.
Set up freight integration.
Define tax installation options.

Understanding Order Capture Setup

Order Capture is configurable and supports industry solutions without a need to modify application logic. This is achieved through configuration of the order capture entry forms and order capture business processing logic. Order maintenance functionality, in particular, requires configuration capabilities to enable you to determine the states at which an order capture is eligible for maintenance (change or cancellation).

The majority of Order Capture setup is performed in three individual workbenches:

Setup
Capture Type
Integration

After you define toolbar preferences, create application class sets, and set up third-party integrations, you can perform all the remaining setup tasks here as well.

The three workbenches bring together most setup elements. Together, they enable configuration of the capture forms and the business logic. You can configure workbenches by capture type, such as order, quote, and service management. Capture types can take on different forms and different business processing logic depending upon the events you select, their sequence, and the business process or business project that you specify for each.

In addition, business logic can be processed entirely within the PeopleSoft environment, externally, or both. Depending on the order capture event and the CRM product, you can process some or all of the order capture logic using the web services of a distributed computing environment rather than calling or creating internally executing PeopleSoft business projects. PeopleSoft delivers order capture transactions that link to business processes that call web services, to perform tasks such as order submission, service cancellation, and order status update. If you are implementing or upgrading PeopleSoft Service Management, especially for telecommunication services, you will incorporate web services into your order capture setup, as there are no business projects for some of the service management tasks.

See Working with Services Managementfor more information.

You can configure and control order maintenance activities by capture status, at both the header and the line levels. Aesthetics are also controlled here, as you also configure presentation and labeling of capture forms by type.

Note. Although these workbenches combine both mandatory and optional steps, you are not required to perform any setup steps if you apply the delivered system data. This system data prepopulates all the workbench pages, and the values comprise all of the workbench settings that are necessary to get the Order Capture system up and running.

Order Capture Delivered Business Processes and Web Services

Understanding Toolbar Configuration

You can configure the toolbar that you use for order and quote processing as well as the subtabs and page labels that appear on the order entry forms. The toolbar feature provides a simple way to navigate to different pages and sections within the same component. You can set up the toolbar so that, in an order form, users can jump from one area to another—such as from Billing on the Order Entry form to Interaction History on the History page—by selecting the relevant name.

This table summarizes toolbar configuration features:

Feature	Description
Toolbar buttons	Toolbar buttons include PeopleTools actions and Order Capture specific actions. Buttons such as Save, Refresh, Add, Next in List, Previous in List, Return to Search, and Update/Display map to corresponding buttons in PeopleTools. Order Capture buttons perform application-specific actions, such as cloning an order.
Page subtabs	Page subtabs are links that appear on a component page above the toolbar. Each subtab links to sections of a page that are defined based on a page's group boxes. In Order Capture, you can use page subtabs to provide users with quick access to different page sections and to control the availability of information on a page.
Toolbar configuration	You can choose the toolbar elements that appear and arrange them in any sequence. You can also modify the definitions of the delivered toolbar buttons or use application classes to create new buttons.
Personalization by end user	Order Capture users, such as customer service representatives (CSRs), can personalize the toolbar by selecting which buttons appear on it. Personalized configurations are associated with user IDs and do not affect the base toolbar definition. As an administrator, during setup, you decide whether users can personalize toolbars and specify the buttons in the toolbar that these users can hide in the personalization process.

See Also

Configuring Toolbars

Understanding Application Class Set Creation

Order Capture uses the application class registry to store references to processing logic. Existing Order Capture application classes handle processing for the main order and quote classes, as well as industry-specific extensions.

To register, or create, classes, you must enter the full class path into the application class registry. After the system stores this information, you can dynamically instantiate the class through PeopleCode. The registry enables you to create subclasses of the main class and substitute these classes for the main class. Order Capture uses this registry to dynamically invoke the logic that is required for each capture type. PeopleSoft Customer Relationship Management (PeopleSoft CRM) industry-specific applications invoke different logic from Order Capture. You can create and register additional classes without modifying the delivered extensions.

Common Elements Used in This Chapter

	Click to clone a workbench page to a different setID.
	Click to proceed to the next item in the list.
	Click to return to the previous item in the list.
	Click to return to the main page.

Setting Up Order Capture Tables

To set up Order Capture tables, use then Capture Setup Tables (RO_DEFN) component

This section provides an overview of multichannel framework (MCF) types, lists common elements, and discusses how to:

Access Order Capture setup tables.
Define charge frequencies.
Define charge types.
Create data event handlers.
Create dynamic events.
Define hold codes.
Define reason codes.
Define header statuses.
Create line actions.
Create line status types.
Create line statuses.
Create line statuses dropdowns.
Define MCF types.
Define note origins.
Define note types.
Create note visibility.
Define priorities.
Define source codes.
Define frequency mappings.

Understanding MCF Types

Order Capture enables communication with customers from within the application. Order Capture can also send communications automatically when an order or quote is submitted or maintained. To do this, you must define correspondence templates and packages in advance. PeopleSoft delivers sample Order Confirmation, Quote Confirmation, and Order Maintenance templates and packages.

Specific Order Capture MCF templates are marked for use with print correspondence, email correspondence, or both. Use these templates to generate email or print notifications from key transactions, such as an order or quote.

Note. Order Capture templates contain both static text and tokens. Tokens represent key data (product ID, price, order ID, and so on) from the Order Capture system.

Order Capture delivers these sample MCF templates for major transactions:

Order Confirmation.
Quote Confirmation.
Order Maintenance.
Order Status.

Note. This correspondence package is used only when automatically responding to a structured email that was sent from an external source.
Order Status Failed.

Note. This correspondence package is used only when responding to an invalid structured email request.

You can define additional MCF types for Order Capture on the MCF Types (multichannel framework types) page.

Common Elements Used in This Section

Application Class ID

Enter the PeopleTools application class ID that is stored in the PSAPPCLASSDEFN table.

Package Tree Viewer

Click to access the Application Packages Lookup page and select an application class. The system populates the Application Class ID and Application Class Path fields according to the class that you select.

Note. This is the highest-level package that contains this class. You can retrieve values through the Application Package Designer.

Pages Used to Set Up Order Capture Tables

Page Name	Object Name	Navigation	Usage
Capture Setup Tables - Workbench	RO_DEFN	Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables	Access Order Capture setup tables.
Capture Setup Tables - Charge Frequencies	RO_DEFN_CHGFREQ	Click the Charge Frequencies link on the Capture Setup Tables - Workbench page.	Define charge frequencies.
Capture Setup Tables - Charge Types	RO_DEFN_CHGTYPE	Click the Charge Types link on the Capture Setup Tables - Workbench page.	Define charge types.
Capture Setup Tables - Data Event Handlers	RO_DEFN_DATAELM	Click the Data Event Handlers link on the Capture Setup Tables - Workbench page.	Create data event handlers. Here you define application class references that are dynamically called for the purpose of auditing system and user actions. These references also control the processing for order maintenance.
Capture Setup Tables - Hold Codes	RO_DEFN_HOLD	Click the Hold Codes link on the Capture Setup Tables - Workbench page.	Define hold codes.
Capture Setup Tables - Reason Codes	RO_DEFN_HLD_DEN	Click the Reason Codes link on the Capture Setup Tables - Workbench page.	Define reason codes.
Capture Setup Tables - Dynamic Events	RO_DEFN_DYEVENT	Click the Dynamic Events link on the Capture Setup Tables - Workbench page.	Create dynamic events. Define application class references that are dynamically called for the purpose of providing plug-and-play processing during component processing.
Capture Setup Tables - Header Statuses	RO_DEFN_HDSTAT	Click the Header Statuses link on the Capture Setup Tables - Workbench page.	Define header statuses that correspond with your business process.
Capture Setup Tables - Line Actions	RO_DEFN_LNACTN	Click the Line Actions link on the Capture Setup Tables - Workbench page.	Create line actions such as Add, Remove, and Suspend. Capture type lines use these actions.
Capture Setup Tables - Line Status Types	RO_DEFN_LS_TYPE	Click the Line Status Types link on the Capture Setup Tables - Workbench page.	View or edit engagement service line status types.
Capture Setup Tables - Line Statuses	RO_DEFN_LNSTAT	Click the Line Statuses link on the Capture Setup Tables - Workbench page.	Create line statuses that correspond with your business processes.
Capture Setup Tables - Line Statuses DropDowns	RO_DEFN_LNPRMPT	Click the Line Status DropDowns link on the Capture Setup Tables - Workbench page.	Control or view the dropdowns available for your engagement service products.
Capture Setup Tables - MCF Types	RO_DEFN_MCFTYPE	Click the MCF Types link on the Capture Setup Tables - Workbench page.	Define MCF types, such as print or email.
Capture Setup Tables - Note Origins	RO_DEFN_NOTORIG	Click the Note Origins link on the Capture Setup Tables - Workbench page.	Define note origins.
Capture Setup Tables - Note Types	RO_DEFN_NOTTYPE	Click the Note Types link on the Capture Setup Tables - Workbench page.	Define note types.
Capture Setup Tables - Note Visibility	RO_DEFN_NOTVSBL	Click the Note Visibility link on the Capture Setup Tables - Workbench page.	Create note visibility.
Capture Setup Tables - Priorities	RO_DEFN_PRIORTY	Click the Priorities link on the Capture Setup Tables - Workbench page.	Define priorities for orders.
Capture Setup Tables - Source Codes	RO_DEFN_SOURCE	Click the Source Codes link on the Capture Setup Tables - Workbench page.	Define source codes—such as phone, web, and fax—for inbound capture requests.
Capture Setup Tables - Frequency Mappings	RO_DEFN_SCHDMAP	Click the Frequency Mappings link on the Capture Setup Tables - Workbench page.	Map recurring price frequency in PeopleSoft CRM to a schedule in PeopleSoft Contracts.

Accessing Order Capture Setup Tables

Access the Capture Setup Tables - Workbench page.

Note. You enter a setID in order to view this page in Add mode.

Details	Click the link in the Details column to view, create, or modify values for each Order Capture setup table.
Progress	In the Progress column, the system displays the number of rows of data defined for each of the steps listed in the details column.

Defining Charge Frequencies

Access the Capture Setup Tables - Charge Frequencies page.

Charge frequencies are defined per product, and they represent the frequency of a recurring charge. In Order Capture, these frequencies appear on the order entry form in the Totals section.

Note. If you define a recurring price and charge frequency for a product in a price list or in the product model, then that frequency and recurring price also appear in the Totals section of the order entry form.

Charge Frequency	Displays the code for the frequency of the recurring charge.
Description	Displays the description of the recurring charge's frequency. This field is visible to the end user.

Defining Charge Types

Access the Capture Setup Tables - Charge Types page.

In Order Capture, charge types appear in the Totals section of the order entry form. Charge types are additional charges or discounts (such as shipping and taxes) that are applied to the order.

Charge Type	Displays the system code for the charge type.
Description	Displays the description of the charge type. This field is visible to the user.

Creating Data Event Handlers

Access the Capture Setup Tables - Data Event Handlers page.

See Also

Using Application Classes

Working with Business Processes and Web Services

Order Capture Delivered Business Processes and Web Services

Defining Hold Codes

Access the Capture Setup Tables - Hold Codes page.

Set up hold codes to create hold logic that executes when you submit a specific capture type for processing. These codes are created as extensions of a base hold validation class so that they are dynamically created and carried out. You can add configurable hold logic here without additional system configuration.

Add a new class in the RO_CAPTURE_TYPES application package for each hold code that you add. The new class performs the hold validation.

Hold Codes

Hold Code	Displays a unique code identifier.
Level	Select the level of the capture data for which this hold is triggered. This determines the type of data that is passed to the hold check. If you select Header, the system evaluates header-level holds once per capture. If you select Line, the system evaluates line-level holds once per capture line.
Allow Manual Change To Status	Select to enable a user to manually change the status of (or remove) this hold when it is triggered. If the hold is absolutely required in this condition, clear this check box. For example, if a billing customer is not specified on an order, a CSR is not permitted to simply remove this hold; the CSR should perform a corrective action to remove the hold. In this example, the CSR must return to the order and specify a bill-to customer.

Applies To

You can define holds differently for the enterprise user (usually CSR), and the partner user, or where the order is placed on behalf of a partner. You can select any combination of the three offerings.

Select Non-partner orders placed by an enterprise user if you want to apply the defined holds to regular orders placed by a CSR or non-partner orders. Select Partner orders placed by an enterprise user if you want to apply the holds to orders entered on behalf of a partner. Select Orders placed by partner user to apply the holds to orders submitted by partners.

See Also

Using Application Classes

Defining Reason Codes

Access the Capture Setup Tables - Reason Codes page.

An enterprise can set up reason codes for specific actions that might occur. For example, when a hold is overridden or a service is cancelled, you should record a reason for the action.

Reason Type

Select the type of action to which the reason code applies. Possible values are:

Cancellation Reason The reason the service was cancelled. Cancellation reason codes appear in the Service Management application when the user selects the Cancel line action for a given service.
Hold Denial The reason for rejecting holds on orders placed by or for a partner. Hold Denial reason codes are available during order entry.
Hold OverrideThe reason the hold was overridden. Hold Override reason codes appear in either Service Management or order entry when a hold is overridden.

See Setting Up Security and User Preferences.

Creating Dynamic Events

Access the Capture Setup Tables - Dynamic Events page.

Dynamic events are application classes that are loaded during the component lifecycle. When you load the component, enter data, and save, the system loads these events and, based upon methods in these classes, carries out certain logic.

Note. You can use these classes to plug in new logic without configuring the existing application.

See Also

Using Application Classes

Business Process Management

Order Capture Delivered Business Processes and Web Services

Defining Header Statuses

Access the Capture Setup Tables - Header Statuses page.

Status

Displays the status code identifier for the header status.

Description

Displays the description of the header status. This description is visible to CSRs and self-service users.

Allow Manual Change To Status

Select to enable the CSR to make a manual change to this status during order entry.

Note. Since a quote has an expiration date, a batch job examines the quote expiration dates and assigns any expired quotes a new header status of Expired, or whatever you choose to call it here. This action also triggers an integration point to update any associated proposals in the PeopleSoft Proposal Management system to Canceled. The exception to this rule is, that if any other quote that is not expired has a reference to the same proposal ID, it is not cancelled in PeopleSoft Proposal Management. If an Expired quote is revised, the line status for the engagement status is reset to Draftand an integration point is automatically sent to PeopleSoft Proposal Management.

Creating Line Actions

Access the Capture Setup Tables - Line Actions page.

Primarily, use line actions to help manage service management transactions.

Line Action	Displays the system code identifier for the line action.
Description	Displays the description for the line action. This description is visible to the CSR.

Creating Line Status Types

Access the Capture Setup Tables - Line Status Types page.

Line Statuses

When entering quotes, the options for the quote lines depend on the line status. This page defines those status types. The Engagement Service line status type is used for engagement services products, and the Default line status type is used for any product that is not flagged as an engagement service product.

Creating Line Statuses

Access the Capture Setup Tables - Line Statuses page.

Line Statuses

Status	Displays the unique numeric code identifier for the line status.
Description	Displays the description for the line status. This description is visible to the CSR.

Note. There are six line statuses specifically designed for engagement services. These line statuses appear on the Entry Form page, and they map to corresponding statuses in PeopleSoft Proposal Management. You can edit the names of these statuses on this page.

Defining Line Statuses Drop Downs

Access the Capture Setup Tables - Line Statuses DropDown page.

The status types that you define on the Line Statuses page determines what appears on this page. Since PeopleSoft delivers Engagement Service and Default, you can specify alternative status dropdowns for each of these two types.

Order Capture uses data defined on this page to create the line status options on orders and uses the current line status to determine which statuses are available for selection.

Defining MCF Types

Access the Capture Setup Tables - MCF Types page.

MCF Type

Displays a unique identifier for the MCF type of correspondence.

Defining Note Origins

Access the Capture Setup Tables - Note Origins page.

Note origins (descriptions) appear on the Notes tab of the order entry form. This note origin (description) is display-only and indicates the source of the note, such as Internal or Web.

Note Origin	Displays the system code identifier for the note origin.
Description	Displays the description for the note origin. This description is visible to the CSR.

See Also

Working with Notes and Attachments

Adding and Viewing Notes and Attachments

Defining Note Types

Access the Capture Setup Tables - Note Types page.

Note types appear in the Note Types drop-down list box on the Notes tab of the order entry form.

Note Type	Displays the system code identifier for the note type.
Description	Displays the description for the note type. This description is visible to the CSR.

See Also

Working with Notes and Attachments

Adding and Viewing Notes and Attachments

Creating Note Visibility

Access the Capture Setup Tables - Note Visibility page.

Note visibility appears in the Visibility field of the Notes tab of the order entry form. It controls who can see the note, and it applies equally to notes and attachments. A note can be visible internally to CSRs or externally to Order Capture Self Service users. For example, if the CSR sets the visibility of a note to Internal Only, the self-service user cannot see the note. For attachments, a separate drop-down list box appears when an attachment is added to the order. This field contains the same visibility descriptions.

Visibility	Displays the system code identifier for note and attachment visibility.
Description	Displays the description for note and attachment visibility. This description is visible to the CSR.

See Also

Working with Notes and Attachments

Adding and Viewing Notes and Attachments

Defining Priorities

Access the Capture Setup Tables - Priorities page.

Priority descriptions appear in the header details of the entry form for Order Capture. They contain no processing logic; they are for informational purposes only.

Third-party fulfillment systems can use priorities to determine processing order.

Capture Priority	Displays the system code identifier for the capture priority.
Description	Displays the description of the capture priority. This description is visible to the CSR.

Defining Source Codes

Access the Capture Setup Tables - Source Codes page.

Source codes indicate the origin of an order or quote, and their descriptions appear in a drop-down list box in the header details of the entry form.

External Source	Select if the order originated from an external system source. For example, you may have another system that generates orders. This option enables you to migrate these orders into Order Capture so that you can view all of the orders for a particular customer through a single application.
Tracking URL Internal (tracking uniform resource locator internal)	Enter a uniform resource locator (URL) for Order Capture to view a summary of the externally created orders. When CSRs search for orders or quotes and click one of these externally sourced orders, they are transferred to this URL to view the orders.
Tracking URL Self-Service (tracking uniform resource locator self-service)	Enter a URL for Order Capture Self Service to view a summary of the externally created orders. When users search for orders or quotes in Order Capture Self Service, they are transferred to this URL to view the orders.

Defining Frequency Mappings

Access the Capture Setup Tables - Frequency Mappings page.

Price Frequency Mappings

Frequency

Select the relevant PeopleSoft CRM pricing frequency for the schedule that you defined in PeopleSoft Contracts.

Schedule ID

Enter the Schedule ID for purposes of the integration with PeopleSoft Contracts. Schedule ID determines how many billing transactions will be created. PeopleSoft Contracts only supports weekly, monthly, or annual schedule types.

Note. Schedule ID is synchronized from PeopleSoft Financials Management to CRM. It determines the number of billing transactions that are created in PeopleSoft Billing. For example, if a service was $10 per month and was valid for one year, we would want twelve $10 charges to be applied to that customer. This does not mean that the customer is billed twelve times but only that there will be twelve bill lines for that customer. If you bill monthly, then each bill will have one line. If you bill yearly, then each bill will have twelve lines.

Setting Up an Integration to the Transaction Billing Processor

PeopleSoft Financials, Enterprise Service Automation and Supply Chain Management Application Fundamentals 9 PeopleBook, Defining Financials and Supply Chain Management Common Definitions,” Defining Common Journal Definitions.

Defining Order and Quote Processing

To create type definitions, use the Type Definition (RO_TYPE) component.

Note. In this workbench, you apply data from the Setup Workbench to a specific capture type.

This section discusses how to:

Create type definitions.
Define hold processing.
Define business process conditions.
Define audit events.
Define maintenance setup.
Define dynamic events.
Define MCF types.
Define process types.

Pages Used to Define Order and Quote Processing

Page Name	Object Name	Navigation	Usage
Type Definition - Workbench page	RO_TYPE	Set Up CRM, Product Related, Order Capture, Capture Type Workbench, Type Definition	Create type definitions for the Order, Quote, and Order Copy capture types.
Type Definition - Hold Processing	RO_TYPE_HOLD	Click the Hold Processing link on the Type Definition - Workbench page.	Define hold processing for the capture type.
Type Definition - Business Process Conditions	RO_TYPE_BPEVENT	Click the Business Process Conditions link on the Type Definition - Workbench page.	Define business process conditions that fire for the capture type.
Type Definition - Audit Conditions	RO_TYPE_ADEVENT	Click the Audit Conditions link on the Type Definition - Workbench page.	Define audit events for the capture type.
Type Definition - Maintenance Conditions	RO_TYPE_DEEVENT	Click the Maintenance Conditions link on the Type Definition - Workbench page.	Define maintenance conditions by defining the data element events for the capture type. Data elements and their associated classes drive the maintenance and audit processing for the capture type.
Type Definition - Dynamic Events	RO_TYPE_DYEVENT	Click the Dynamic Events link on the Type Definition - Workbench page.	Define dynamic events for this capture type. Dynamic events allow for dynamic, pluggable processing for a capture type, using dynamic event classes.
Type Definition - MCF Types	RO_TYPE_MCFTYPE	Click the MCF Types link on the Type Definition - Workbench page.	Define MCF types that this capture type uses.
Type Definition - Process Types	RO_TYPE_PROCTYP	Click the Process Types link on the Type Definition - Workbench page.	Define process types for a capture type.
Build Condition	RO_TYPE_PHRASE	Click the Edit button for an event on the Type Definition - Business Process Conditions, Type Definition - Audit Conditions, or Type Definition - Maintenance page.	Search for and select the events that trigger business process, audits, or maintenance workflow.

Creating Type Definitions

Access the Type Definition - Workbench page.

Type Definition is the main workbench page for creating type definitions for the Order, Quote, and Order Copy capture types.

Workbench Details

Description	Displays the description of the capture type. This appears during capture entry.
Real-Time Status Rule	Select when to invoke the real-time status integration point . Values are: Upon Request Only: Invokes the integration point when the CSR clicks Refresh on the toolbar. Prior to Capture Status Only: Invokes the integration point when the user searches and selects a capture. Capture Status and On Request: Invokes the integration point when the user clicks Refresh and when the user searches and selects a capture. Do Not Fire.
Fire From Status	Select the status at which the processing occurs, such as Open or In Process. Statuses are identified by numeric status codes in the system. The selection here should represent the lowest numeric status code, which is the point at which the real-time status integration point fires.
Application Class Set	Select application class set extensions that the system created during the application class registry setup step. Order Extensions is the default class set for orders; Quote Extensions is the default class set for quotes.
To Status	Select the status at which the processing occurs, such as Open or In Process. Statuses are identified by numeric status codes in the system. The selection here should represent the highest numeric status code, which is the point at which the real-time status integration point fires.
Use Auto Numbering	Select to enable autonumbering schemas, which the system chooses based on capture type and setID. If the system does not use these schemas, then the CAPTURE_ID is generated using the PeopleTools UIDGen() built-in function. See Setting Up Automatic Numbering.
Display Template	Control the user interface of the runtime component (RO_CAPTURE) by selecting a display template. Before you can make a selection here, you must create a display template or modify an existing template. You can define a new display template for Order Capture by navigating to Set Up CRM, Common Definitions, Component Configuration, Display Template Definition. You can modify an existing template by navigating to Set Up CRM, Common Definitions, Component Configuration, Display Template Details. Note. Display templates allow for extensive configurability. For example, you can choose to divide the order entry form into sections and you can control the visibility of these sections (as well as the fields within the sections) from the display template. We deliver two display templates for Order Capture. These are CORE_ORDER (Order Template) and CORE_QUOTE (Display template for Quote). Since several industry-specific applications rely upon Order Capture, other display templates are also made available and those templates contain fields most relevant to that particular sector.

See Use of Templates.

See Defining SmartView Templates.

Workbench Steps

Details	Click a link in this column to view, create, or modify specific configurations for business processing logic.
Progress	Displays the number of steps completed from those that are available.

Defining Hold Processing

Access the Type Definition - Hold Processing page.

After you define holds in the Setup Workbench, you must enable or disable them for every capture type. Hold conditions appear on the Holds tab of the entry form after submission.

Enabled

Select to make the corresponding hold code active or inactive for the current capture type.

Defining Business Process Conditions

Access the Type Definition - Business Process Conditions page.

When you submit an order or quote, business processes fire immediately or are queued for future-dated orders and quotes. You can view the type of business process condition that is used on the Related actions tab of the order entry form.

Define business process conditions for each capture type here, and include events for order submission as well as order maintenance activity.

Business Process Conditions

Sequence	Enter the order in which the Order Capture business process condition fires when more than one event fires for a single capture.
Enabled	Select to activate the corresponding event.
Event Name	Enter the event name for the business process you select in the Business Process Name field. The exact Event Name must be entered for the corresponding Business Process Name. If you use an unrecognized event name, the default is to run the business process associated to the event. Valid names are: BulkOrderGenBP; BulkOrderSubBP; CommChange; CommActivateService; CommChangeService; CommDisconnectService; CommResumeService; CommSuspendService; CoreCancelService; CoreMaintBP; CoreOrderBP; CoreQuoteBP; CoreRenewService; ESAOrderBP; HeaderOpenStatus; PACRequest; PortInRequest; Telco New Order BPEL; PortinBP; and CommSuspendChangeService. The field becomes read-only after you save the page.
Edit	(Optional) Click this button to launch the Build Process Conditions page, where you can override the delivered PeopleCode logic for initiating the process using the terms of the Active Analytics Framework (AAF). For example, if the current PeopleCode condition fires the event when RO_HEADER.STATUS_CODE >= 2000, you can override it by defining a different condition that fires the event, for example, RO_HEADER.STATUS_CODE >= 1000. When an AAF condition is defined, the PeopleCode condition is ignored. See Business Process Management. See Order Capture Delivered Business Processes and Web Services.
Business Process	Select an order capture business process to be initiated when the process conditions are met. Order Capture delivers three business processes representing the order, the quote, and order change/maintenance.
Allow Multiple Instances	Select to enable multiple instances of this business process to start and run against the same capture.

See Also

Automation Tools

Working with Order Capture Business Projects

Defining Audit Conditions

Access the Type Definition - Audit Conditions page.

Audit events appear in Change History on the History tab of the order entry form. Audits help identify the specific events that took place relative to this specific order or quote.

Note. If audit conditions are not defined on this page, hard-coded conditions are used.

Audit Events

Audit Event Name	Displays a reference to the AAF term.
Edit	(Optional) Click this button to launch the Build Condition page, where you can create condition statements using AAF terms to determine when the audit event is fired.
Sequence	Enter the sequence in which the audit events fire. Events can fire simultaneously.
Enabled	Select to enable the corresponding audit event.
Audit Handler	Select the data element from the Setup Workbench extended application class that writes the audit message. A generic audit-message handler writes the message text to the Related History page when the audit event results in True. Create other audit handlers if you need configured logic.
Message Set Number	Enter the message set reference of the audit message that the event handler writes to the Related History page.
Message Number	Enter the message set number reference of the audit message that is to be written to the Related History page.
Message Text	Select whether the audit message's Explain text or Short text is written to the Related History page.

Defining Maintenance Conditions

Access the Type Definition - Maintenance Conditions page.

You can enable or disable maintenance events that you created when you defined maintenance handlers in the Setup Workbench. In maintenance setup, you connect maintenance events, maintenance handlers, and event types.

Note. If maintenance conditions are not defined on this page, hard-coded conditions are used.

Maintenance Events	Displays a reference to the AAF term.
Edit	(Optional) Click this button to launch the Build Condition page, where you can create condition statements using AAF terms to determine when the maintenance event is fired.
Sequence	Enter the order in which the audit events fire when more than one audit fires.
Enabled	Select to enable the corresponding audit event.
Maintenance Handler	Select the data event handler (that you created in the Setup Workbench) that handles processing when the maintenance event evaluates to True or False. Based on the result of the event, logic is fired to make data elements of the capture editable or uneditable during a maintenance request. Note. Certain handlers also determine if a capture needs maintenance processing and whether it is allowed based on the evaluation of associated events.
Event Type	Select an event type that determines when the event is run, as well as the level of data that is passed to the maintenance handler. Enabler events are fired when a capture is first loaded. These events determine if maintenance processing is required based on the event definition. If they are required, the handler is invoked, and the system sets the capture internal logic set to MaintenanceRequired. Then, the system evaluates exclusive events to determine if the capture can be maintained. Whether or not the capture is maintained is determined as a consequence of the result of these events. When you request capture maintenance by clicking the Maintain button in the Order Capture toolbar, the system evaluates remaining events by header, line, and line status, based on the defined sequence. These events determine maintenance eligibility of data. After all events are run, the system presents the capture, with the appropriate editable and maintainable data, to the CSR.

Defining Dynamic Events

Access the Type Definition - Dynamic Events page.

Sequence

Enter the sequence in which the dynamic events fire. Events can fire simultaneously.

Enabled

Clear this check box to disable loading for this application class.

Dynamic Class

Displays a reference class, which you create in the Setup Workbench. These classes dynamically fire during capture processing.

Note. PeopleSoft CRM delivers events for component defaulting and component saving.

Defining MCF Types

Access the Type Definition - MCF Types page.

To define new correspondences, connect the MCF type and package ID. Once you complete this setup step, you can generate correspondence for Order Capture.

Enabled

Select to enable the MCF type for the corresponding package ID.

MCF Type

Displays the event that you defined as an MCF type in the Setup Workbench.

Package ID

Select a package ID for Order Capture. Order Capture uses predefined templates that facilitate the creation of standardized communication between the user and the CSR. You make templates available to end users by grouping them in template packages. These packages can contain one or more templates definitions, which in turn reference template files. They also have package IDs, which are available for selection here.

Note. This field contains a list of package IDs that are defined in the correspondence package definition with a usage of Order Capture and a language of English.

See Also

Correspondence Management

Defining Process Types

Access the Type Definition - Process Types page.

Note. The PeopleSoft system does not use this capture type definition. However, certain industry-specific applications may create process types here.

Defining Integrations and Mappings

This section discusses how to:

Define integrations.
Define header status mappings.
Define line status mappings.
Define source mappings.

To define integrations, use the Integration Definitions (RO_DEFN_INTEGRATE_GBL) component.

Pages Used to Define Integrations and Mappings

Page Name	Object Name	Navigation	Usage
Integration Definitions - Workbench	RO_DEFN_INTEGRT	Set Up CRM, Product Related, Order Capture, Integration Workbench, Integration Definitions	Define integrations (such as mapping to fulfillment systems).
Integration Definitions - Header Status Mappings	RO_DEFN_HDSTMAP	Click the Map Header Status link on the Integration Definitions - Workbench page.	Define status mappings at the header level to (and from) external systems.
Integration Definitions - Line Status Mappings	RO_DEFN_LNSTMAP	Click the Line Status Mappings link on the Integration Definitions - Workbench page.	Define status mappings at the line level to (and from) external systems.
Integration Definitions - Source Mappings	RO_DEFN_INTSRC	Click the Source Mappings link on the Integration Definitions - Workbench page.	Define source mappings to message nodes.

Defining Integrations

Access the Integration Definitions - Workbench page.

Workbench Details

Description	Displays the description of the integration definition.
Status Refresh Interval	Enter the number of seconds that must elapse before the system carries out an additional status call. For example, if the interval is set to 60 (seconds), then the system makes only one status call per minute, regardless of how many times the user clicks the Refresh toolbar button.
Fulfillment Node	Enter the Integration Broker node name that the system uses to perform order fulfillment for this setID. Each of the defined header, line, and source mappings refer to this fulfillment node.

Workbench Steps

Header Status Mappings	Click to access the Header Status Mappings page and define mappings between external-system statuses and internal PeopleSoft CRM statuses at the header level.
Line Status Mappings	Click to access the Line Status Mappings page and define mappings between external-system statuses and internal PeopleSoft CRM statuses at the line level.
Source Mappings	Click to access the Line Status Mappings page and define mappings between a message node and the corresponding source in PeopleSoft CRM.

Defining Header Status Mappings

Access the Integration Definitions - Header Status Mappings page.

For integrations, map PeopleSoft CRM header statuses and partial header statuses to their counterparts in the external fulfillment system.

Node Name	Displays the message node that points to an external fulfillment system, which uses the statuses that appear in the External Status column.
External Status	Displays the equivalent of the PeopleSoft CRM status for an external system. (Typically, external systems use status values that are different from the status values that PeopleSoft CRM uses.) For example, a PeopleSoft CRM status of 6000 (complete) maps to a status of C in PeopleSoft Order Management.
CRM Status	Enter the Order Capture status.
Description	Displays the text equivalent value of the numeric status value that you enter. Define the description text for partial statuses in the Setup Workbench Header Statuses step.
Partial Status	Enter a partial status code for the header status mapping. Partial status codes are identified in the status header for an order that has order lines in different stages of the fulfillment cycle.

Defining Line Status Mappings

Access the Integration Definitions - Line Status Mappings page.

For integrations, map PeopleSoft CRM line statuses and partial line statuses to their counterparts in the external fulfillment system.

Node Name	Displays the message node that is associated with the data.
External Status	Displays the equivalent of the Order Capture order line status for the external system. (Typically, external systems use status values that are different from the status values that PeopleSoft CRM uses.) For example, a PeopleSoft CRM status of 4000 (in fulfillment) maps to a status of O (open) in PeopleSoft Order Management.
CRM Status	Enter the Order Capture line status code.
Description	Displays the text equivalent value of the numeric status value that you enter. The description of the partial status is visible to the CSR.
Partial Status	Enter a partial status code for the line status mapping. Partial status codes identify the status of an order that has order lines in different stages of the fulfillment cycle. Example: If one schedule on the line is back-ordered (2000) and another schedule is shipped (6000), then the partial status is the partial version of the bigger number—in this case, 6000.

Defining Source Mappings

Access the Integration Definitions - Source Mappings page.

Publishing Node

Displays the message node to which Order Capture sends data. The publishing node provides a mapping between the external node and the source code, which you define on the Source Codes page in the Setup Workbench.

When you are using an external system to display an order, this mapping tells the system to which node to transfer the user and to display the order.

Source Code

Select the source code to which this data should map in Order Capture.

Setting Up Credit Card Integration

This section provides an overview of credit card integration and discusses how to set up credit card processing.

Understanding Credit Card Integration

Order Capture uses a third-party payment service for acceptance of credit cards as a payment type. Order Capture retrieves credit card information from either the customer profile or when the CSR (or user) enters it during the order submission and checkout process. During this process, the user can save credit card information so that the next time this user signs in, credit card information appears in the appropriate order entry form.

Setting Up Credit Card Processing

To set up credit card processing for Order Capture and Order Capture Self Service:

Define the types of credit cards that you accept.
Establish your merchant account with a third-party credit card provider, such as CyberSource.
Set up the connection parameters for credit card processing calls.

See PeopleSoft Enterprise Components for CRM 9 PeopleBook

Setting Up Freight Integration

This section provides an overview of freight integration setup and discusses how to:

Set up the freight calculation integration.
Test the freight calculation integration.
Define carriers.
Construct tracking numbers.

Understanding Freight Integration Setup

After you correctly install your third-party freight (carrier) application, perform these steps from within the PeopleSoft CRM application to set up freight integration:

Follow the instructions that are provided in the PeopleSoft CRM Installation Guide to properly configure your system.
Set up the freight calculation integration.
Add a freight calculation vendor to the business unit definition.
Test the freight calculation integration.
Define your carriers.
(optional) Construct tracking numbers.

Setting Up the Freight Calculation Integration

PeopleSoft CRM integrates with ConnectShip to calculate freight charges. The freight calculation integration transfers the to address, carrier, and combined product weights data to ConnectShip.

To set up the freight calculation integration:

Activate the following application messages: RATE_REQUEST, RATE_REQUEST_XFRM, and RATE_RESPONSE.
Confirm that the ALLPAGES permission list has full permission to the FREIGHT channel.

Select PeopleTools, Security, Permissions & Roles, Permission Lists, and open the ALLPAGES permission list. Select the Message Monitor tab and look for an entry for FREIGHT. If not found, add a new entry for the FREIGHT channel, and grant it full access.
Activate the FREIGHT channel through the Message Monitor, on the Channels tab.
Activate the OutSync node transaction on the node, PSFT_XOUTBND, for the RATE_REQUEST transaction.

Select PeopleTools, Integration Broker, Node Definitions.
Activate the OutSync node transaction on the node, PSFT_XOUTBND, for the RATE_REQUEST_XFRM transaction.

Note. This transaction uses an HTTPTARGET override connector and allows you to specify the URL to connect to Progistics.

Replace the URL on the RATE_REQUEST_XFRM node transaction with your ConnectShip Progistics server URL, which uses the following format: http://<machine>/Progistics/XML_Processor/Server/XMLProcDLL.asp.

If you are not using port 80 on the ConnectShip Progistics server, indicate the port in this URL: <machine>:8080
Select PeopleTools, Integration Broker, Relationships, and activate the RATE_REQUEST relationship.

On the Trans Modifier tab, select Edit and activate the RATE_REQUEST modifier.

Testing the Freight Calculation Integration

When you test the integration, use UPS Ground as the carrier.

Note. To carry out the freight calculation test, you must have configured UPS Ground for your business unit on your ConnectShip Progistics server.

To test the freight calculation integration:

Open the Order Capture Business Unit definition in PeopleSoft CRM for the business unit that you set up.

Select Set Up CRM, Business Unit Related, Order Capture Definition.
Click the Test Freight Calculation button.

If an amount other than zero appears, you are set up correctly. If zero appears, check the display message to determine what is not correctly set up.

See Creating Order Capture Business Units.

Page Used to Define Carriers

Page Name	Object Name	Navigation	Usage
Carriers	CARRIER	Set Up CRM, Product Related, Order Capture, Carrier Definition, Carriers	Define carriers for integration with Order Capture.

Defining Carriers

Access the Carriers page.

To define carriers, use the Carriers (CARRIER) component.

Active	Select Active or Inactive. If you select Inactive, the carrier does not appear: As a valid carrier in the order capture business unit definition for PeopleSoft CRM Order Capture Self Service. On the order entry form for PeopleSoft CRM Order Capture.
Description	Enter a description that appears in several order capture locations where shipping information is defined.
Third Party Freight Calc. Key (third-party freight calculation key)	Enter the key that the third-party freight calculation system (for example, the ConnectShip Symbol) uses to identify this carrier.
Fulfillment Carrier Key1 and Fulfillment Carrier Key2	Enter keys that map the PeopleSoft CRM carriers to the equivalent carriers in the fulfillment system. For example, if you use PeopleSoft Order Management as your fulfillment system, key 1 would map to Carrier ID, while key 2 would map to Ship Via Method.
URL Identifier	Use this URL to construct a link to the carrier's shipment tracking page.
Message Set Number	Displays two message numbers.
Message Number	Enter the message numbers that the system uses to construct the package tracking link.

Constructing Tracking Numbers

An order may consist of multiple shipments and, consequently, of multiple tracking numbers. Order Capture and Order Capture Self Service support the construction of a single tracking link, which displays all shipments at once.

To construct a tracking link:

Point the URL identifier to a URL definition.

This is the static (unchanging) portion of the carrier's tracking URL.
If there is more than one shipment to track, ensure that the first message catalog entry message number is appended to the URL.

Parameter %1 within the message is replaced by the package number (for example, 1 for the first package, 2 for the second package). The shipment's tracking number replaces Parameter %2. If only one shipment is being tracked, this message is not used in constructing the URL.
For the last package, append the second message catalog entry to the URL using the same parameter replacement rules as the first message number.

Note. You use the second message catalog entry only if a tracking link is constructed for one package. If the second message catalog entry is not present, then you use the first message catalog entry.

UPS Example

If two United Parcel Service (UPS) packages are tracked at once, this link would work:

http://wwwapps.ups.com/etracking/tracking.cgi?sort_by=status&track=Track&TypeOfInquiryNumber=T&InquiryNumber1=444&InquiryNumber2=555

Note. PeopleSoft CRM ships with the URL definition UPS_TRACK, which is defined as http://wwwapps.ups.com/etracking/tracking.cgi?sort_by=status&track=Track&TypeOfInquiryNumber=T. PeopleSoft CRM also ships with a single message catalog entry: 18065, 80. This contains &InquiryNumber%1=%2.

When you construct this link, the URL definition is initially appended with this message catalog entry. Replace %1 with the first shipment number (1) and %2 with the tracking number for the first shipment (444), which yields this string: http://wwwapps.ups.com/etracking/tracking.cgi?sort_by=status&track=Track&TypeOfInquiryNumber=T&InquiryNumber1=444. The next shipment is the final shipment, but because there is no defined second message catalog entry, the first entry is appended once more. This becomes the final link: http://wwwapps.ups.com/etracking/tracking.cgi?sort_by=status&track=Track&TypeOfInquiryNumber=T&InquiryNumber1=444&InquiryNumber2=555.

FedEx Example

This link tracks two Federal Express (FedEx) shipments (tracking numbers 444 and 555):

http://www.fedex.com/cgi-bin/tracking?action=track&tracknumbers=444,555.

The URL definition, FEDEX_TRACK, contains http://www.fedex.com/cgi-bin/tracking?action=track&tracknumbers=. The message catalog entry 18065, 81 is %2, (note the comma). The message catalog entry 18065,82 is simply %2.

Note. FedEx does not use the %1 parameter (which is the shipment number).

For these two packages, the URL definition is initially appended with the first message catalog entry and becomes http://www.fedex.com/cgi-bin/tracking?action=track&tracknumbers=444.

For the final package, the second message catalog entry is used and appended to the above string, resulting in http://www.fedex.com/cgi-bin/tracking?action=track&tracknumbers=444,555.

If only one package is tracked, the second message catalog entry is appended to the URL definition, yielding http://www.fedex.com/cgi-bin/tracking?action=track&tracknumbers=555.

Note. In the last example, the first message catalog entry was not used.

Defining Tax Installation Options

This section provides an overview of tax installation options setup and discusses how to define tax provider options.

Understanding Tax Installation Options Setup

Order Capture works with third-party systems such as Taxware, Vertex, and WorldTax to calculate taxes on orders.

Once the preferred tax application is installed to work with PeopleSoft CRM applications, you must define tax settings for your business units and then define advanced tax installation options for either Taxware or Vertex. Taxware uses the STEP feature, while Vertex uses its Tax Decision Maker (TDM). If you use these, you must select the appropriate check boxes on the Tax Provider page.

Note. You can also take advantage of product groups.

Tax Settings for Business Units

Business units determine tax sets, which are entered when you define your business units on the Order Capture Definition page.

See Creating Order Capture Business Units.

Tax Product Groups

You can set up product tax groups to take advantage of the Taxware Product Matrix or the Vertex Product Taxability files in Vertex TDM.

A tax product group is a product group with a product group type of Tax, which you define in PROD_GROUP_TBL.

Note. If you organize your data wisely, using tax product groups reduces taxing errors and product maintenance time.

Each order line has a single product ID. You can associate a tax product group with each product. Order Capture sends the product ID and the tax product group through the interface, and Taxware or Vertex determines whether the product ID or product tax group takes precedence.

Note. If you use Taxware, you can simplify data entry by creating tax product groups that are equal to any of the Taxware product codes that apply to your company's business. Create or update your product IDs with the tax groups that apply.

See Defining Products.

Page Used to Define Tax Provider Options

Page Name	Object Name	Navigation	Usage
Tax Provider Options	TAX_PROV_INFO	Set Up CRM, Product Related, Order Capture, Tax Provider Options, Tax Provider Options	Define tax provider (Taxware or Vertex) options.

Defining Tax Provider Options

To define tax provider options, use the Tax Provider Options (TAX_PROV_INFO) component.

Access the Tax Provider Options page.

Taxware

Use STEP	Select, if you are using the Taxware STEP module, to indicate that additional fields must be sent through the interface.
Reason Code Matching	Select how you want to handle tax certificate entry reason lookup in STEP. Select Exact Reason Code Match, the more restrictive of the two options, to have Taxware find only tax certificates that were entered with the exact reason code that you set up on the order line. If you select Use Default Record, Taxware looks for an exact match. If it does not find one, it uses a default tax certificate for exemption.
Certificate Level	Select which taxing jurisdiction level tax certificates apply. If you select Individual Certificate Levels, STEP looks for certificates at all individual levels and exempts tax only for the levels at which a certificate is found. State Level Only prompts STEP to look for a certificate only at the state level.

Vertex

Use TDM

Select to use the Vertex TDM application to set up exceptions to taxability rules in the states where they apply. In TDM, you can set up product classes, which are equivalent to tax product groups and product IDs. You can decide whether to use product IDs or product classes.

Status	Displays the status code identifier for the header status.
Description	Displays the description of the header status. This description is visible to CSRs and self-service users.
Allow Manual Change To Status	Select to enable the CSR to make a manual change to this status during order entry.