Siebel Order Management Guide Addendum for Communications > Setting Up Order Management for Industry Applications >

About the Workflow for Order-To-Installation Tasks

Oracle's Siebel Communications includes an order-to-installation task interface that contains all of the tasks that a call center agent performs to sell a communications product. The task interface is included in Siebel Communications. You can configure this interface using Oracle's Siebel Tools the same way that you configure other Siebel Business Applications.

After finishing these tasks, the call center agent clicks a button that calls a workflow that performs longer-term tasks after the sale, such as waiting for shipping confirmation, calling the customer to conduct a survey after the product ships, and sending the customer a thank you note for completing the survey. The workflow that performs these long-term tasks is not included in Siebel Communications. You create this workflow to satisfy your business requirements.

Order-To-Installation Task Interface

The call center agent uses the order-to-installation task interface by navigating in a Task pane that lists all the tasks that a call center agent typically performs to sell a communications product. The call center agent clicks the tasks in list order, from top to bottom, to display the screens that the agent needs to perform each task. Some of these tasks include:

• Create the order.
• Create a new account with the order for a new customer.
• Get customer information.
• Assign phone numbers to the customer.
• Get shipping information.
• Get one-time payment information.
• Get billing information.
• Set up an appointment for installation of the product.

Call center agents typically perform these tasks while they are talking to the customer who places the order. These tasks include scripts that tell agents what to say to the customer while performing the task.

Workflow for Follow-Up Tasks

Typically, companies perform follow-up tasks after the product installation. When a call-center agent completes all the order-to-installation tasks and clicks Done, a workflow starts that performs longer-term tasks connected with the order.

You can set up the workflow to schedule and perform the follow-up tasks that your company performs after installation. As an example of how to set up the workflow for your company, the Siebel application contains a sample workflow.