Implementation Tasks

This chapter covers the following topics:

Implementation Task Sequence

Perform the steps in the following table to implement Oracle Customer Interaction History. The Number column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility required to complete the step.

Step Required Description Responsibility
1 Yes Create an Oracle Customer Interaction History administrator.
You will use this user account to perform the remaining steps.		 System Administrator
2 No Migrate outcomes-result pairs and result-reason pairs to wrap-ups tables. Interaction History Migration
3 No Define interaction outcomes.
See:		 Interaction History JSP Administrator
4 No Define interaction results. Interaction History JSP Administrator
5 No Define interaction reason codes. Interaction History JSP Administrator
6 No Define interaction activity types. Interaction History JSP Administrator
7 No Define interaction actions. Interaction History JSP Administrator
8 No Define interaction wrap ups. Interaction History JSP Administrator
9 No Associate an action with an activity type. Interaction History JSP Administrator
10 For applications that use One-to-One Fulfillment Set up Interaction History Bulk Processor. CRM Administrator

Defining an Administrator

Use the following procedure to create a user account for administering Oracle Customer Interaction History.

Login

E-Business Home Page

Responsibility

System Administrator

Prerequisites

None

Steps

  1. In the Navigator window, on the Functions tab, choose Security > User > Define.

    The User window appears.

    Use the following guidelines to define Oracle Applications user names:

    • Use only one word.

      • Use only alphanumeric characters ('A' through 'Z', and '0' through '9').

      • Use only the set of characters that your operating system supports for filenames.

  2. In the User Name field, enter the name of the user.

    The password is temporary. When the user signs on to Oracle Applications for the first time, the message “Your password has expired” appears and the user is prompted to set a new password.

    Use the following guidelines to define Oracle Applications passwords:

    • Use at least five characters and no more than 100 characters.

      • Use only alphanumeric characters ('A' through 'Z', and '0' through '9').

  3. In the Password field, enter the password for the user account and then press Tab.

    The cursor remains in the Password field.

  4. Enter the password again to verify it.

  5. If you want to use this account to submit concurrent programs for Oracle Customer Interaction History, then select an employee to associate with this user account from the Person field.

  6. In the Responsibilities tab, add the following responsibilities:

    Responsibility Function Interface
    CRM Administrator Schedule the Interaction History Bulk Processor concurrent program.
    Schedule the Interaction History Data Import concurrent program in order to import interaction data from a third-party or legacy system into Oracle Applications    		 E-Business Home Page
    Interaction History Data Import Schedule the Interaction History Data Import concurrent program in order to import interaction data from a third-party or legacy system into Oracle Applications E-Business Home Page
    Interaction History Data Purge Schedule the Interaction History Data Purge concurrent program in order to purge interaction data from Oracle Applications. E-Business Home Page
    Interaction History JSP Admin Access the administration console:

    • Create outcomes, results, reasons, activities, actions, and wrap ups.

    • Associate actions and activities.

    • View bulk processing errors.

    		 E-Business Home Page
    or
    CRM Home Page
    Interaction History Migration Verify and set up data in old tables in order to migrate outcome-result pairs and result-reasons pairs to wrap ups. E-Business Home Page
    or
    CRM Home Page

    After use save the user record, you cannot delete an assigned responsibility. Oracle Applications maintains audit data for assigned responsibilities.

    To deactivate an assigned responsibility, set the effective end date (in the Effective Dates - To field) of the assigned responsibility to the current date. To activate an assigned responsibility, clear or reset the effective end date.

  7. From the File menu, choose Save.

    You may close the Users window.