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Sample Integration Workflows for Siebel Communications

This topic describes the sample integration workflow processes.

NOTE:  Sample workflows must be imported into your database. For information about importing these workflows, see Siebel Business Process Framework: Workflow Guide.

Some workflow process steps call other workflow processes. For example, the first step of the CUT Send Account Data workflow process calls the CUT Get Account Data workflow process. In this example, the CUT Get Account Data workflow process is a subprocess of the CUT Send Account Data workflow process.

Some sample workflow processes communicate using the EAI MQSeries Transport business service. If your company does not use MQ Series, then you can replace the appropriate step with one that uses either a custom transport business service, the provided HTTP business service, or the provided XML file business service. Business services are located in the Oracle's Siebel Tools repository and are available for use when defining workflow processes.

The integration objects used in the samples follow:

  • CUT Sample Account IO
  • CUT Sample Asset IO
  • CUT Sample Credit Alert IO
  • CUT Sample Fraud Alert IO
  • CUT Sample Sales Order IO
  • CUT Sample Service Profile IO
  • CUT Sample Trouble Ticket IO
  • CUT Sample Work Order IO

NOTE:  The Integration Object mentioned in this topic is specified in XML. It is not specified as a Business Service Input Argument.

CUT Send Account Data Workflow

This workflow sends to back-office applications the customer account data that end users create or modify in Siebel Communications.

Workflow Description. This workflow performs the following actions:

  1. Get Account Data. This step invokes the CUT Get Account Data subprocess. For more information, see CUT Get Account Data Workflow.
  2. Send Account Data. This step invokes the EAI MQSeries Server Transport business service.

CUT Get Account Data Workflow

This workflow retrieves account data from Siebel Communications to respond to a request from an external application. The external application calls the CUT Send Account Data workflow using the available Siebel object interfaces. The CUT Send Account Data workflow calls this workflow. The external application retrieves the data from Siebel Communications, using this workflow as an API.

Workflow Description. This workflow performs the following actions:

  1. Get Account Data. This step uses the Query method of the EAI Siebel Adapter business service and the CUT Sample Account IO.
  2. Convert to XML. This step uses the Integration Object Hierarchy to XML Document method of the EAI XML Converter business service.

CUT Receive Account Data Workflow

This workflow receives customer account data that is modified in a back-office application because the data must be updated in Siebel Communications.

Workflow Description. This workflow performs the following actions:

  1. Receive Account Update. This step uses the Receive method of the EAI MQSeries Server Transport business service.
  2. Convert to Internal. This step uses the XML Document to Integration Hierarchy method of the EAI XML Converter business service.
  3. Update Account. This step uses the Insert or Update method of the EAI Siebel Adapter business service.

CUT Send Service Profile Data Workflow

This workflow synchronizes the service profile data that end users create or modify in Siebel Communications with the service profile data in back-office applications.

Workflow Description. This workflow performs the following actions:

  1. Get Service Profile Data. This step invokes the CUT Get Service Profile Data subprocess. For more information, see CUT Get Service Profile Data Workflow.
  2. Send Service Profile Data. This step uses the EAI MQSeries Server Transport business service.

CUT Get Service Profile Data Workflow

This workflow retrieves service profile data from Siebel Communications to respond to a request from an external application. The external application calls the CUT Send Service Profile Data workflow using the available Siebel object interfaces. The CUT Send Service Profile Data workflow calls this workflow. The external application retrieves the data from Siebel Communications, using this workflow as an API.

NOTE:  A service profile contains the same information in the Installed Assets view of the Accounts screen.

Workflow Description. This workflow performs the following actions:

  1. Get Service Profile Data. This step uses the Query method of the EAI Siebel Adapter business service and the CUT Sample Service Profile IO.
  2. Convert to XML. This step uses the Integration Object Hierarchy to XML Document method of the EAI XML Converter business service.

CUT Receive Service Profile Data Workflow

This workflow synchronizes service profile data that end users create or modify in an external application with the service profile data in Siebel Communications.

Workflow Description. This workflow performs the following actions:

  1. Receive Service Profile Update. This step uses the Receive method of the EAI MQSeries Server Transport business service.
  2. Convert to Internal. This step uses the XML Document to Integration Hierarchy method of the EAI XML Converter business service.
  3. Update Service Profile. This step uses the Insert or Update method of the EAI Siebel Adapter business service.

CUT Send Sales Order Data Workflow

This workflow sends to back-office applications the sales order data that end users create in Siebel Communications.

Workflow Description. This workflow performs the following actions:

  1. Get Sales Order Data. This step invokes the CUT Get Sales Order Data subprocess. For more information, see CUT Get Sales Order Data Workflow.
  2. Send Sales Order Data. This step uses the EAI MQSeries Server Transport business service.

CUT Get Sales Order Data Workflow

This workflow retrieves sales order data from Siebel Communications to respond to a request from an external application. The external application calls this workflow using the available Siebel object interfaces. The external application retrieves the data from Siebel Communications directly, using this workflow as an API.

Workflow Description. This workflow performs the following actions:

  1. Get Sales Order Data. This step uses the Query method of the EAI Siebel Adapter business service and the CUT Sample Sales Order IO.
  2. Convert to XML. This step uses the Integration Object Hierarchy to XML Document method of the EAI XML Converter business service.

CUT Receive Sales Order Data Workflow

This workflow receives sales order data that is modified in a back-office application because the data must be updated in Siebel Communications.

Workflow Description. This workflow performs the following actions:

  1. Receive Sales Order Update. This step uses the Receive method of the EAI MQSeries Server Transport business service.
  2. Convert to Internal. This step uses the XML Document to Integration Hierarchy method of the EAI XML Converter business service.
  3. Update Sales Order. This step uses the Insert or Update method of the EAI Siebel Adapter business service.

CUT Send Work Order Data Workflow

This workflow sends to back-office applications the work order data that end users create in Siebel Communications.

Workflow Description. This workflow performs the following actions:

  1. Get Work Order Data. This step invokes the CUT Get Work Order Data subprocess. For more information, see CUT Get Work Order Data Workflow.
  2. Send Work Order Data. This step uses the EAI MQSeries Server Transport business service.

CUT Get Work Order Data Workflow

This workflow retrieves work order data from Siebel Communications to respond to a request from an external application. The external application calls this workflow using the available Siebel object interfaces. The external application retrieves the data from Siebel Communications directly, using this workflow as an API.

Workflow Description. This workflow performs the following actions:

  1. Get Work Order Data. This step uses the Query method of the EAI Siebel Adapter business service and the CUT Sample Work Order IO.
  2. Convert to XML. This step uses the Integration Object Hierarchy to XML Document method of the EAI XML Converter business service.

CUT Receive Work Order Data Workflow

This workflow receives work order data that is modified in a back-office application because the data must be updated in Siebel Communications.

Workflow Description. This workflow performs the following actions:

  1. Receive Work Order Update. This step uses the Receive method of the EAI MQSeries Server Transport business service.
  2. Convert to Internal. This step uses the XML Document to Integration Hierarchy method of the EAI XML Converter business service.
  3. Update Work Order. This step uses the Insert or Update method of the EAI Siebel Adapter business service.

CUT Send Trouble Ticket Data Workflow

This workflow sends to back-office applications the trouble ticket data that customers create through a Siebel Communications customer application or through a phone call to a CSR.

NOTE:  Customers have different requirements, and only certain types of trouble tickets must be sent to back-office applications. Some trouble tickets can be managed entirely within Siebel Communications. The supporting integration process is designed for trouble tickets that are sent to the back office. During implementation of a workflow process, the trigger must be implemented in such a way that the workflow process is invoked only for trouble tickets that are sent to the back office.

Workflow Description. This workflow performs the following actions:

  1. Get Trouble Ticket Data. This step invokes the CUT Get Trouble Ticket Data subprocess. For more information, see CUT Get Trouble Ticket Data Workflow.
  2. Send Trouble Ticket Data. This step uses the EAI MQSeries Server Transport business service.

CUT Get Trouble Ticket Data Workflow

This workflow retrieves trouble ticket data from Siebel Communications to respond to a request from an external application. The external application calls this workflow using the available Siebel object interfaces. The external application retrieves the data from Siebel Communications directly, using this workflow as an API.

Workflow Description. This workflow performs the following actions:

  1. Get Trouble Ticket Data. This step uses the Query method of the EAI Siebel Adapter business service and the CUT Sample Trouble Ticket IO.
  2. Convert to XML. This step uses the Integration Object Hierarchy to XML Document method of the EAI XML Converter business service.

CUT Receive Trouble Ticket Data Workflow

This workflow creates a trouble ticket in a back-office application and sends it to Siebel Communications. Updates to trouble tickets stored in a back-office application are communicated to Siebel Communications in the same way, allowing CSRs to see the latest information about externally generated trouble tickets.

Workflow Description. This workflow performs the following actions:

  1. Receive Trouble Ticket Update. This step uses the Receive method of the EAI MQSeries Server Transport business service.
  2. Convert to Internal. This step uses the XML Document to Integration Hierarchy method of the EAI XML Converter business service.
  3. Update Trouble Ticket. This step uses the Insert or Update method of the EAI Siebel Adapter business service.

CUT Receive Fraud Alert Data Workflow

This workflow creates a fraud alert record in a back-office application and sends it to Siebel Communications. Updates to fraud alert information stored in the back-office application are communicated to Siebel Communications in the same way, allowing CSRs to see the latest information about externally generated alerts.

Workflow Description. This workflow performs the following actions:

  1. Receive Fraud Alert Update. This step uses the Receive method of the EAI MQSeries Server Transport business service.
  2. Convert to Internal. This step uses the XML Document to Integration Hierarchy method of the EAI XML Converter business service.
  3. Update Fraud Alert. This step uses the Insert or Update method of the EAI Siebel Adapter business service.

CUT Receive Credit Alert Data Workflow

This workflow creates a credit alert record in a back-office application and sends it to Siebel Communications. Updates to credit alert information stored in the back-office application are communicated to Siebel Communications in the same way, allowing CSRs to see the latest information about externally generated alerts.

Workflow Description. This workflow performs the following actions:

  1. Receive Credit Alert Update. This step uses the Receive method of the EAI MQSeries Server Transport business service.
  2. Convert to Internal. This step uses the XML Document to Integration Hierarchy method of the EAI XML Converter business service.
  3. Update Trouble Ticket. This step uses the Insert or Update method of the EAI Siebel Adapter business service.

CUT Send Phone Number Data Workflow

This workflow sends to back-office applications the phone number data that end users create in Siebel Communications.

Workflow Description. This workflow performs the following actions:

  1. Get Phone Number Data. This step invokes the CUT Get Phone Number Data subprocess. For more information, see CUT Get Phone Number Data Workflow.
  2. Send Phone Number Data. This step uses the EAI MQSeries Server Transport business service.

CUT Get Phone Number Data Workflow

This workflow retrieves phone number data from Siebel Communications to respond to a request from an external application. The external application calls this workflow using the available Siebel object interfaces. The external application retrieves the data from Siebel Communications directly, using this workflow as an API.

Workflow Description. This workflow performs the following actions:

  1. Get Phone Number Data. This step uses the Query method of the EAI Siebel Adapter business service and the CUT Sample Asset IO.
  2. Convert to XML. This step uses the Integration Object Hierarchy to XML Document method of the EAI XML Converter business service.

CUT Receive Phone Number Data Workflow

This workflow receives phone number data that is modified in a back-office application because the data must be updated in Siebel Communications.

Workflow Description. This workflow performs the following actions:

  1. Receive Phone Number Update. This step uses the Receive method of the EAI MQSeries Server Transport business service.
  2. Convert to Internal. This step uses the XML Document to Integration Hierarchy method of the EAI XML Converter business service.
  3. Update Phone Number. This step uses the Insert or Update method of the EAI Siebel Adapter business service.
    
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