Welcome to Release 12.1 of the Oracle TeleService Implementation and User Guide.
This guide is intended for implementers and administrators of Oracle TeleService.
This guide assumes you have a working knowledge of the following:
The principles and customary practices of your business area
Oracle TeleService
Oracle Forms
To learn more about Oracle Forms, read the Oracle E-Business Suite User's Guide and the Oracle E-Business Suite Developer's Guide.
Oracle E-Business Suite Framework
To learn more about the Oracle E-Business Suite Framework, read the Oracle E-Business Suite Framework Personalization Guide.
The Oracle E-Business Suite graphical user interface.
To learn more about the Oracle E-Business Suite graphical user interface, read the Oracle E-Business Suite User's Guide.
Many user interface images in this guide do not show the complete page or window. Nor do they necessarily reflect the styles you see in your application. These images are for reference only.
To view the user interface pages and windows in their entirety, please log into the application itself.
The Oracle TeleService Implementation Guide contains the information you need to implement Oracle TeleService. This includes the four modules: the Oracle-Forms based module (which includes the Contact Center and Service Request windows), Customer Support, Service Desk, and Case Management.
Note: Case Management uses the same setups as the rest of the service modules. You must read “case” for every mention of service request throughout this guide and the user interface.
This guide is divided into the following parts:
Part 1 outlines Oracle TeleService functionality in the "About Oracle TeleService" chapter. This chapter provides an overview of which feature available in which module and feature compatibility between modules.
The rest of the chapters in this part provide checklists of implementation steps for each module. These checklists specify which of the topics in this guide are relevant to your module and which are required. Use these checklists to guide your implementation.
Part 2 includes chapters detailing implementation steps relevant to all of the applications in this guide.
Part 3 includes chapters detailing implementation steps relevant only to the Oracle Forms-based module.
Part 4 includes chapters of steps common to all HTML-based modules: Customer Support, Service Desk, and Case Management.
Part 5 includes additional steps relevant to Case Management only.
Part 6 provides examples of common user procedures for the HTML modules, for Charges, and for using the telephony integration with Oracle telephony applications.
Appendices include information for all the previous parts.
See Related Information Sources for more Oracle E-Business Suite product information.
To reach Oracle Support Services, use a telecommunications relay service (TRS) to call Oracle Support at 1.800.223.1711. An Oracle Support Services engineer will handle technical issues and provide customer support according to the Oracle service request process. Information about TRS is available at http://www.fcc.gov/cgb/consumerfacts/trs.html, and a list of phone numbers is available at http://www.fcc.gov/cgb/dro/trsphonebk.html.
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Screen readers may not always correctly read the code examples in this document. The conventions for writing code require that closing braces should appear on an otherwise empty line; however, some screen readers may not always read a line of text that consists solely of a bracket or brace.
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This chapter provides a brief overview of the Oracle TeleService application.
This chapter provides a checklist of steps needed to implement the Oracle Forms-based module of Oracle TeleService.
This chapter provides a checklist of steps needed to implement the Service Desk module of Oracle TeleService.
This chapter provides a checklist of steps needed to implement the Case Management module of Oracle TeleService.
This chapter describes about implementing High Availability.
This chapter provides an overview of required resource setups for all the Oracle TeleService modules.
This chapter outlines the basic common setups applicable to all modules of Oracle TeleService.
This chapter describes how to set up problem codes. Problem codes provide a standard way of classifying customer problems for all the Oracle TeleService modules.
This chapter describes how to set up resolution codes. Problem codes standardize the description of the resolution of customer problems for all the Oracle TeleService modules.
Agents can link service requests to other service requests and to other Oracle E-Business Suite objects, to indicate one service request is a duplicate of another, for example. This chapter explains this functionality and the permitted modifications.
This chapter describes how to set up service request security for all the modules of Oracle TeleService.
This chapter describes how you can set up Service Costing functionality to capture costs and profits for individual service requests. Service Costing allows organizations to monitor and track the costs and profits for the services provided to their customers. The cost information for the material, labor, and expenses debriefed during the resolution of a service request is captured. Users can generate a Profit Margin report that displays the costs, charges, and the related profit margin for each service request.
This chapter explains how to set up Application Search using Oracle Secure Enterprise Search (SES).
This chapter explains how to set up assignment of service requests and tasks to work queues and their distribution to agents.
This chapter describes how to make it possible for agents to send and receive e-mails in the context of service requests via integration with Oracle Email Center.
This chapter explains how you can automate the closure of service requests with related tasks. The first topic explains closure. The second provides the procedure for setting it up.
This chapter explains how you can set up service requests and cases to require electronic approvals and to generate electronic audit records. All Oracle TeleService modules use the same setups.
This chapter describes how you can set up the printing of service requests and cases via an integration with Oracle XML Publisher.
This chapter describes how you can automatically notify customers, agents, and other interested parties, about service request and case updates.
This chapter describes how you can provide agents with summaries of key customer information, such as the number of open or escalated service requests.
This chapter describes how you can alert agents to customer needs and set up scripts to guide customer interactions.
This chapter describes how you can set up real-time collaboration between customers and agents via the Oracle Collaboration Suite.
This chapter explains how you can have the application automatically generate tasks for a service request based on that service request's type, item or item category, and problem code.
This chapter describes how you can enable for agents to enter customer addresses in the formats appropriate for the country where the customer is located.
This chapter describes how you can permanently delete service requests or cases and related information
This chapter, which is relevant only to the Oracle Forms-based module, describes how to set up Oracle Workflow messaging and how to enable integration with Oracle Complex Maintenance, Repair, and Overhaul.
This chapter, which is relevant only to the Oracle Forms-based module, describes how you can have the application automatically check for service request duplicates.
This chapter, which is relevant only to the Oracle Forms-based module, describes how to set up custom tabs on the Service Request window.
This chapter, which is relevant only to the Oracle Forms-based module, describes how you can display service request dates and times in multiple time zone formats.
This chapter, which is relevant only to the Oracle Forms-based module, describes the setup and configuration tasks required to successfully implement the Charges module of Oracle TeleService.
This chapter describes how to setup Charges functionality in Oracle TeleService to handle orders and returns for items tracked by Oracle Installed Base. This chapter is relevant only if you are setting up Charges for the Oracle Forms-based module.
This chapter, which is relevant only if you have set up Charges, describes how to have the application automatically submit Oracle Field Service debrief charges to Oracle Order Management.
This chapter, which is relevant only for the Oracle Forms-based module, describes various ways you can modify the behavior of the Contact Center window.
This chapter, which is relevant only for the Oracle Forms-based module, describes how to optimize searches in the Contact Center window.
This chapter, which is relevant only for the Oracle Forms-based module, describes how you can modify and extend the actions available to agents on the Install Base and Orders tabs of the Contact Center window.
This chapter, which is relevant only to the Oracle Forms-based module, describes how to set up critical customers, wrap-up, party account numbering, and other miscellaneous features of the Contact Center window.
This chapter, which is relevant only to the Oracle Forms-based module, describes how to enable screen-pops and other telephony-enabled features in the Contact Center and Service Request windows.
This chapter, which is relevant only to the Oracle Forms-based module, describes how to set up custom tabs in the Contact Center window.
This chapter, which is relevant only if you are implementing the Oracle Forms-based module, describes how you can set up the capture of additional service request information in a structured question and answer format.
This chapter describes how you can set up the application to automatically create tasks for service requests. It is relevant only if you have set up the capture of additional service attributes for the Contact Center as described in the previous chapter.
This chapter, which is relevant to all HTML-based modules, describes how you can configure the HTML user interface to support your business processes.
This chapter describes the setups for other common setups for the HTML-based Oracle TeleService modules, including key performance indicators.
This chapter, which is relevant to all of the HTML-based modules, describes how you can set up your application to capture additional information in service requests using user-defined extensible attributes.
This chapter, which is relevant only to the Case Management module of Oracle TeleService, provides guidelines for capturing information on unknown parties such as suspects in a case, and other setups.
This chapter, which is relevant only to the Case Management module, explains how to set up party roles and party role groups for use with associated parties in Case Management.
This chapter, which is relevant to Customer Support only, provides examples of user procedures.
This chapter, which is relevant to Service Desk only, provides examples of user procedures.
This chapter, which is relevant to Case Management only, provides examples of user procedures.
This chapter outlines useful procedures for using the Charges functionality available in the Service Request window of the Oracle Forms-based user interface.
This chapter contains user procedures to create charges if you are using the HTML interface.
This chapter outlines scenarios in Customer Support, Field Service and Depot Repair modules where costs incurred on resolving service requests can be captured.
This chapter describes telephony user procedures for the Oracle Forms-based Contact Center and Service Request windows when you use Oracle Advanced Inbound, Oracle Advanced Outbound, and the Oracle Universal Work Queue.
This appendix details the necessary steps involved in integrating any application within the Oracle E-Business Suite to the relationship plans functionality offered by Oracle TeleService.
This appendix provides answers to some frequently asked questions regarding relationship plan setup.
This appendix provides information about the sample relationship plan included with your application.
This appendix includes information on seeded security data.
This appendix provides information about windows in the Oracle Forms-based module user interface. It is intended for online reference only.
The Oracle Integration Repository is a compilation of information about the service endpoints exposed by the Oracle E-Business Suite of applications. It provides a complete catalog of Oracle E-Business Suite's business service interfaces. The tool lets users easily discover and deploy the appropriate business service interface for integration with any system, application, or business partner.
The Oracle Integration Repository is shipped as part of the E-Business Suite. As your instance is patched, the repository is automatically updated with content appropriate for the precise revisions of interfaces in your environment.
All Oracle E-Business Suite documentation is available online (HTML or PDF).
PDF - See the Oracle E-Business Suite Documentation Library for current PDF documentation for your product with each release. The Oracle E-Business Suite Documentation Library is also available on My Oracle Support and is updated frequently
Online Help - Online help patches (HTML) are available on My Oracle Support.
Release Notes - For information about changes in this release, including new features, known issues, and other details, see the release notes for the relevant product, available on My Oracle Support.
Oracle Electronic Technical Reference Manual - The Oracle Electronic Technical Reference Manual (eTRM) contains database diagrams and a detailed description of database tables, forms, reports, and programs for each Oracle E-Business Suite product. This information helps you convert data from your existing applications and integrate Oracle E-Business Suite data with non-Oracle applications, and write custom reports for Oracle E-Business Suite products. The Oracle eTRM is available on My Oracle Support.
This guide explains how to navigate, enter data, query, and run reports using the user interface (UI) of Oracle E-Business Suite. This guide also includes information on setting user profiles, as well as running and reviewing concurrent programs.
You can access this guide online by choosing "Getting Started with Oracle Applications" from any Oracle E-Business Suite product help file.
Oracle Advanced Inbound Telephony enables telesales and teleservice agents and collectors to route, queue, and distribute callbacks for customer calls received over the phone and the web. It enables computer telephony integration to third-party telephony platforms. You can also transfer or conference a call and its application data from one agent to another.
Oracle Advanced Outbound Telephony provides multiple automated dialing methods and extensive list management controls that improve the penetration and efficiency of outbound calling campaigns and maximize the productivity of interaction center agents. It integrates with Oracle Customer Interaction History to provide feedback that marketing professionals can use to analyze and measure the success of the marketing campaign.
This guide describes how to define tasks and note types, set up task statuses and status transition rules, define task priorities, set up data security, and map notes and references to source objects such as a sales lead to Task Manager. In addition, it describes how to create users and run concurrent programs to retrieve new and updated tasks.
Oracle Customer Interaction History acts as a central repository for tracking all automated or agent-based customer interactions and interaction wrap ups. A customer interaction is an outcome- oriented timed entity where an agent performs an activity using methods of inbound and outbound communications or media items, each with its own unit of time. Examples of interactions are an agent transferring a call or emailing a marketing brochure, or a customer placing an order.
For Oracle Depot Repair, you must first implement Oracle Contracts, Oracle HRMS, and the main modules of Oracle Financials, Supply Chain Management, and Service for Marketing and Sales. Then, use this guide to set up service activities for a replacement order of spares or a return for repair, service activity billing and install base transaction types, business processes, and labor schedules. This guide also describes how to set up customer profiles, repair types, repair type statuses, service request types, and codes for repair reasons, diagnostics, message actions, and service,
Oracle Email Center is a comprehensive solution for managing high volumes of inbound email. This guide describes how to set up separate accounts for emails from external and internal sources, create rules for predefined email processing rule types, enter keywords for email intent processing, create tags, and create queries to search for documents and templates in the integrated knowledge base repositories of Marketing Encyclopedia Systems (MES) and Oracle Knowledge Management.
This guide enables you to install and implement Oracle Spares Management, Oracle Advanced Scheduler, Oracle Inventory, Oracle Order Management, Oracle Service Contracts, Oracle Depot Repair, and Oracle Complex Maintenance, Repair and Overhaul for Preventive Maintenance. Integration with these applications is necessary to automate field service activities. In addition, you define codes to justify material, labor, and expense, define billing types and associate these with service activity codes and inventory items, and define skills and skill levels of field technicians. You can also define time-based and usage-based preventive maintenance programs, and forecast usage rates.
This guide enables you to configure the Oracle Inventory structure to best represent your company's inventory sites and business units after you have defined your required ledger and key flexfields. You can also learn about centralized and decentralized inventory structures, and controls and reference options for using and maintaining inventory items such as categories, commodity codes, attributes, statuses, relationships, and picking rules.
Oracle iSupport enables service organizations to provide self-service support online to customers, individual users, guest users, and employees. It reduces the number of calls coming into the contact center that require agent assistance. This guide describes how to integrating with Oracle E-Business Suite applications to enable customers review and track orders, payments, shipments, and contracts, manage their service request activity online, and solve problems by searching the knowledge base.
Oracle Knowledge Management is an information management system that enables you to create information solutions, submit the solution to an authoring flow for review and edit, and create solution groups for browse and search convenience. This guide describes how you can set up knowledge repositories for a service provider or service requester and control access levels of users to categories, solutions, and to statements within a solution.
Oracle Knowledge Management provides solutions that other Oracle applications can search for and use to provide faster and better customer service. This guide describes how customer service agents can manage solutions, statements, authoring flows, customer flows, and solution searches.
Oracle One-to-One Fulfillment provides Oracle E-Business Suite applications with a centralized mechanism for compiling and distributing information to customers. E-Business Suite applications use the Oracle One-to-One Fulfillment API to compile the personalized content for the fulfillment request and determine the recipients of this content. The content can be cover letters, collateral, or templates with associated queries.
This guide provides you with information on how to use Oracle Receivables. Use this guide to learn how to create and maintain transactions and bills receivable, enter and apply receipts, enter customer information, and manage revenue. This guide also includes information about accounting in Receivables. Use the Standard Navigation Paths appendix to find out how to access each Receivables window.
This guide enables you to understand commands and building blocks in order to customize Oracle Scripting. You can associate commands with action types, questions, panel text, and shortcut buttons. You can set up building blocks for a script or survey to either hard code all of the parameter values for a reusable command, or to interactively prompt the end user to choose the required values from a drop down menu of fulfillment items at runtime. You can also use the panel layout editor of the Script Author to create, edit, and format spoken and instructional text that forms the HTML output content of the script without writing HTML code.
This guide describes how to create modify, and deploy scripts to the applications database using Script Author. It also describes how to create and modify survey campaigns, cycles, and deployments, how to set up invitations and reminders for the survey campaign, and how to view responses for active or closed survey campaigns. To deploy scripts to applications, you must integrate Oracle Scripting with Oracle TeleSales, Oracle TeleService, Oracle Marketing, and Oracle One-to-One Fulfillment.
Oracle Scripting provides enterprises with scripts of questions and answers to help agents gather data, provide information to customers, conduct web-based marketing research surveys, and help web customers make a decision. You use the Script Author to build a script for execution, the Scripting Administration console to manage scripting files, the Survey Administration console to administer survey campaigns, and the Scripting Engine to execute scripts.
This guide describes how to define a standard set of templates for various service offerings and modify them to meet your customers' requirements. You can then define the services and subscription items you want to sell, and service availability.You can organize contracts into public and private contract groups and set up automatic renewals, action-based or date-based contract events for condition-based outcomes, and integration with Oracle Contracts, Oracle Installed Base, and Oracle Sales Online. If you transfer ownership of an Oracle Installed Base item with an associated service, you can keep the service with the original owner, terminate the service, or transfer the service to a new owner and create a new contract for it.
Oracle Service Contracts enables you to sell multiple types of services each with its own coverage, service and usage lines, price lists and billing schedules, and payment methods and warranties. You create contracts for these services, approve them, and manage the entire contract cycle to ensure timely service entitlement checks and minimize service revenue leakage. You can create a contract manually or automatically through Oracle Order Management or by creating a product that has a warranty in Oracle Installed Base.
With Oracle Territory Manager, you can create geographic territories, account territories, and sales territories using predefined matching attributes to identify territories such as the geographic matching attribute of country. You can also create territory hierarchies to make the territory assignments and searches more efficient. Before you implement Oracle Territory Manager, you must define the purpose of defining territories for your business, the level of usage that the resources assigned to territories may require, and the requirement for overlays.
This guide enables you to define entities in the TCA Registry, create relationships, search, prevent duplication, and control access. In addtion, you can use this guide to define time zones and phone formats, configure adapters for the processing of data in the TCA Registry, define sources that provide data for specific entities, and create user-defined attributes to extend the registry. You can administer these TCA tools and features from the Administration tab using the Trading Community Manager responsibility. This tab is also available in Oracle Customers Online and Oracle Customer Data Librarian.
Oracle Trading Community Architecture (TCA) maintains information including relationships about parties, customers, organizations, and locations that belong to your commercial community in the TCA Registry. This guide enables you to use the features and user interfaces provided by TCA and by other Oracle E-Business Suite applications to view, create, and update Registry information. For example, you can import batches of party data in bulk from external source systems into the TCA Registry, merge duplicate parties, sites, and customer accounts, generate time zones for phones and locations, and run various customer reports.
Oracle Universal Work Queue supports queued, prioritized distribution and delivery of work, and work methods. It enables agents to access application work from a queue, initiate their real-time session and connect with their assigned media providers. It supplements Oracle Interaction History information to create a complete picture of agents' sessions. This guide describes how to implement Oracle Universal Work Queue and integrate with Oracle E-Business Suite applications.
This documentation set provides maintenance and patching information for the Oracle E-Business Suite DBA. Oracle E-Business Suite Maintenance Procedures provides a description of the strategies, related tasks, and troubleshooting activities that will help ensure the continued smooth running of an Oracle E-Business Suite system. Oracle E-Business Suite Maintenance Utilities describes the Oracle E-Business Suite utilities that are supplied with Oracle E-Business Suite and used to maintain the application file system and database. It also provides a detailed description of the numerous options available to meet specific operational requirements. Oracle E-Business Suite Patching Procedures explains how to patch an Oracle E-Business Suite system, covering the key concepts and strategies. Also included are recommendations for optimizing typical patching operations and reducing downtime.
This guide explains how to define periodic and event alerts to monitor the status of your Oracle E-Business Suite data.
This book is intended for all those planning to deploy Oracle E-Business Suite Release 12, or contemplating significant changes to a configuration. After describing the Oracle E-Business Suite architecture and technology stack, it focuses on strategic topics, giving a broad outline of the actions needed to achieve a particular goal, plus the installation and configuration choices that may be available.
This manual describes how to implement the CRM Technology Foundation (JTT) and use its System Administrator Console.
This guide contains the coding standards followed by the Oracle E-Business Suite development staff. It describes the Oracle Application Object Library components needed to implement the Oracle E-Business Suite user interface described in the Oracle E-Business Suite User Interface Standards for Forms-Based Products. It also provides information to help you build your custom Oracle Forms Developer forms so that they integrate with Oracle E-Business Suite. In addition, this guide has information for customizations in features such as concurrent programs, flexfields, messages, and logging.
This book is intended for use by anyone who is responsible for installing or upgrading Oracle E-Business Suite. It provides instructions for running Rapid Install either to carry out a fresh installation of Oracle E-Business Suite Release 12, or as part of an upgrade from Release 11i to Release 12. The book also describes the steps needed to install the technology stack components only, for the special situations where this is applicable.
This documentation set provides planning and reference information for the Oracle E-Business Suite System Administrator. Oracle E-Business Suite System Administrator's Guide - Configuration contains information on system configuration steps, including defining concurrent programs and managers, enabling Oracle Applications Manager features, and setting up printers and online help. Oracle E-Business Suite System Administrator's Guide - Maintenance provides information for frequent tasks such as monitoring your system with Oracle Applications Manager, administering Oracle E-Business Suite Secure Enterprise Search, managing concurrent managers and reports, using diagnostic utilities including logging, managing profile options, and using alerts. Oracle E-Business Suite System Administrator's Guide - Security describes User Management, data security, function security, auditing, and security configurations.
This guide contains the user interface (UI) standards followed by the Oracle E-Business Suite development staff. It describes the UI for the Oracle E-Business Suite products and tells you how to apply this UI to the design of an application built by using Oracle Forms.
This guide contains information on implementing, administering, and developing diagnostics tests in the Oracle E-Business Diagnostics framework.
This guide describes how users can browse and view the integration interface definitions and services that reside in Oracle Integration Repository.
This guide explains the details of how integration repository administrators can manage and administer the entire service enablement process based on the service-oriented architecture (SOA) for both native packaged public integration interfaces and composite services - BPEL type. It also describes how to invoke Web services from Oracle E-Business Suite by working with Oracle Workflow Business Event System, manage Web service security, and monitor SOAP messages.
Oracle offers a complete set of training courses to help you master your product and reach full productivity quickly. These courses are organized into functional learning paths, so you take only those courses appropriate to your job or area of responsibility.
You have a choice of educational environments. You can attend courses offered by Oracle University at any of our many Education Centers, you can arrange for our trainers to teach at your facility, or you can use Oracle Learning Network (OLN), Oracle University’s online education utility. In addition, Oracle training professionals can tailor standard courses or develop custom courses to meet your needs. For example, you may want to use your organization structure, terminology, and data as examples in a customized training session delivered at your own facility.
From on-site support to central support, our team of experienced professionals provides the help and information you need to keep your product working for you. This team includes your Technical Representative, Account Manager, and Oracle’s large staff of consultants and support specialists with expertise in your business area, managing an Oracle server, and your hardware and software environment.
Oracle STRONGLY RECOMMENDS that you never use SQL*Plus, Oracle Data Browser, database triggers, or any other tool to modify Oracle E-Business Suite data unless otherwise instructed.
Oracle provides powerful tools you can use to create, store, change, retrieve, and maintain information in an Oracle database. But if you use Oracle tools such as SQL*Plus to modify Oracle E-Business Suite data, you risk destroying the integrity of your data and you lose the ability to audit changes to your data.
Because Oracle E-Business Suite tables are interrelated, any change you make using an Oracle E-Business Suite form can update many tables at once. But when you modify Oracle E-Business Suite data using anything other than Oracle E-Business Suite, you may change a row in one table without making corresponding changes in related tables. If your tables get out of synchronization with each other, you risk retrieving erroneous information and you risk unpredictable results throughout Oracle E-Business Suite.
When you use Oracle E-Business Suite to modify your data, Oracle E-Business Suite automatically checks that your changes are valid. Oracle E-Business Suite also keeps track of who changes information. If you enter information into database tables using database tools, you may store invalid information. You also lose the ability to track who has changed your information because SQL*Plus and other database tools do not keep a record of changes.