This chapter covers the following topics:
Oracle Contracts provides the underlying functionality upon which Oracle Lease Management is built. In particular, the Oracle Contracts rule functionality supplies the basis for the terms and conditions of contracts and agreements (such as master lease agreements, vendor agreements, and investor agreements) in Oracle Lease Management.
Additionally, Oracle Lease Management references contract and agreement articles in Contracts and uses the quality assurance check functionality as well.
You must implement the following in Oracle Contracts in order for Oracle Lease Management to properly use this functionality:
Add Articles
Add Additional Quality Assurance Checks
Set Up New User-Defined Parties For Lease Contracts and Agreements
To reference articles in agreements that you set up in Oracle Lease Management, you must create the articles in Oracle Contracts. Articles, text that describes and details terms and conditions attached to a contract, are used in master lease agreements, vendor agreements, and investor agreements. To attach articles to a specific lease or loan contract, you must reference a master lease agreement.
Oracle Contracts lets you create standard and non-standard articles. However, for Oracle Lease Management, you can create standard articles, only. Subsequent references to all standard articles come from the Oracle Contracts library of articles.
Note: Add all articles particular to your business that you may need to reference when creating agreements.
For more details on adding articles, see Defining the Library of Articles section in the Oracle Contracts User Guide.
Oracle Contracts provides a default quality assurance checklist, which is run every time the QA Checker is called. Oracle Lease Management has an additional seeded checklist called OKL LA QA CHECK LIST, which contains additional processes relevant for lease and loan contracts.
You can add processes to the OKL LA QA CHECK LIST from within Oracle Contracts, but you cannot create new checklists.
For more information, see the Defining Quality Assurance Checklist section of the Oracle Contracts User Guide.
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Contracts Manager
Setup > Contract > Quality Assurance
When you navigate to the Quality Assurance form, use the Find function, and in the Name field, type OKL LA QA CHECK LIST (this is case sensitive and should be all caps). In the Processes section, add the processes to include in the QA Checker to the existing processes and save your work.
For lease contracts, vendor program agreements, and operating agreements, create new user-defined party roles by contract category in Oracle Contracts.
Lease Contracts Manager
Forms > Application Object Library > Lookups, then Setup > Contract > Categories & Sources > Define Party Roles (then > Define Party Sources, then > Define Categories)
Steps
Perform the following steps:
In Lookups, query for the Lookup Type: OKC_Party.
Associate a party role code by adding a new party role code.
In the Code field, enter the name of the new party role code.
In the Meaning field, enter the meaning of the new party role code.
In the Description field, enter a description.
In the From field, enter the start date.
Click Save.
Navigate to Setup > Contract > Categories & Sources > Define Party Sources.
The Role Sources page is displayed.
Select the party role you created in step 2.
On the Party Sources Tab, in the Source field, select the source; for example, Vendor, Trading Community Architecture (TCA), or Human Resources (HR), and click OK.
The other fields, Description, Intent, and Start Date, are displayed according to the source you selected.
Select the Access Level: User or System.
Click Save.
Navigate to Setup > Contract > Categories & Sources > Define Categories.
The Category page is displayed.
Query for Category Code: LEASE (use PROGRAM or OPERATING)
The other fields are populated based on your selection:
Category, Start Date, Access Level, Class = Lease Contract, Description
In the Role field, enter the party role you created in step 2.
The Description and Start Date you entered in step 2 are displayed.
Click Save to save your work.
See Define Party Contact Roles.
Set up Oracle Service Contracts so that usage-based billing created in Service Contracts can be processed and billed through Lease Management.
Set up Usage Items in Oracle Inventory. See Define Inventory.
Service Contracts Manager
Setup > Others > System > Service > Counter
Set up counters in Oracle Service Contracts.
Define a Counter Group.
Associate Inventory Items for this counter group.
Create one or more counters for the counter group.
Specify a Usage Item for each counter.
Optional for Custom Remarketing, Required for Standard Remarketing. Oracle iStore lets you establish business-to-business and business-to-consumer electronic commerce. The Oracle iStore application provides an easy-to-use mechanism for merchants to set up Internet storefronts that capture and process customer orders and to integrate their storefronts with Oracle Enterprise Resource Planning (ERP) applications.
Oracle Lease Management utilizes Oracle iStore during the remarketing process. Assets that are remarketed are logged as items in Oracle Inventory, priced in Oracle Advanced Pricing, and then sold through a speciality store in iStore.
In particular, you must implement the following in Oracle iStore in order for Oracle Lease Management to work:
You then associate inventory items with Speciality Stores.
In Oracle Lease Management, you must set up at least one speciality store to handle all remarketed assets. Remarketed assets exist as items in Oracle Inventory, which you associate with your speciality store.
Note: You can have more than one speciality store set up in this module, but you need at least one.
To enable the remarketing process, you must associate the iStore with a pricing list in Oracle Pricing and you must also associate an iStore profile option with the Inventory organization you set up in Oracle Inventory.
You must set up an overall hierarchy for the speciality store sections and products, which is covered in the Oracle iStore documentation.
See the Creating Speciality Stores section of the Oracle iStore Implementation Guide.
Set up pricing lists in Oracle Pricing.
Set up an Inventory organization. See Define Inventory.
Oracle iStore Administrator
Oracle iStore
Setup > Speciality Store
When configuring your iStore set the Available to Promise (ATP) Enabled attribute to Yes. This ensures that each asset in your iStore is sold only once.
Associate the iStore with the pricing list(s) you set up in Oracle Pricing for your organization.
Set up the profile option IBE: Item Validation Organization to associate with the Inventory organization that you set up for your leasing organization in Oracle Inventory.
Oracle Order Capture serves as the integration point between Oracle's suite of CRM applications and Oracle's Order Management system. Oracle Lease Management uses Order Capture in the remarketing process to create quotes based on information obtained from Oracle iStore.
Once a remarketed item is purchased by a customer in iStore, the purchase information is passed to Oracle Order Capture, which then passes the information to Oracle Order Management where a sales order is created. In this process, the system reserves the item in Oracle Inventory against the sales order, so that no other customer can create another sales order against the same item.
For more information on installing this module, see the Oracle Order Capture Implementation Guide.
Oracle Marketing Online is a database product designed to provide planning, tracking, analysis, and reporting of an organization's marketing activities. In Oracle Lease Management, Marketing Online functionality enables enterprises to target specific customers for marketing campaigns. For example, when you are remarketing assets, you can use Marketing Online to target customers for specific types of assets.
Oracle Marketing Online lets you create and manage lists and segments of customers and prospects for your marketing activities. You can also organize campaigns and track related tasks, assignments, activities, creative material, and other elements designed to promote or sell concepts, products, and services.
For more information on implementing Oracle Marketing Online, see the Oracle Marketing Online Implementation Guide.
CRM Application Foundation consists of a number of modules that are used by the entire CRM suite, including Oracle Lease Management. Of particular importance to Oracle Lease Management are: Interaction History, Notes, Tasks, Territories, and Resource Manager.
Oracle Foundation must be implemented and installed to insure proper functionality in Oracle Lease Management. See the Oracle CRM Foundation Concepts and Procedure guide and the Oracle CRM Foundation Implementation Guide for details. The following steps require Lease-specific information when you are enabling the Foundation module.
Oracle CRM Foundation has these implementation tasks, which affect Oracle Lease Management:
Set Up and Configure Interaction History
Set Up Notes
Set Up Territories
Set Up Resources
Define Sales Representatives
Define Remarketers
Define Assignment Group
Interaction History is a collection of tables and business logic that records touch points between customers and resources for Oracle Applications, including Oracle Lease Management. Interaction History tracks all customer-agent interactions and serves as a repository for the interaction data. Whether the touch point occurs between two computers, a face-to-face conversation, or over various media channels (such as telephony), these patterns are true:
The system records a touch point as an interaction.
An interaction comprises a set of one or more business activities.
An interaction is a historical record; once you create it, you cannot alter or modify it.
You can relate business activities to media--such as phone, email, or fax.
For Oracle Lease Management, you can optionally make these modifications in Interaction History:
Define additional outcome codes.
Define additional result codes.
Define additional reason codes.
Define additional action item codes.
Define additional action codes.
After you install CRM Application Foundation, you can access the Interaction History graphical interface, Administration, and public APIs to test and use Interaction History functionality.
CRM Administrator
Oracle Foundation
Functions > Interaction History Administration
For more information, see the Implementing Interaction History section of the Oracle CRM Foundation Implementation Guide and the Understanding Interaction History section of the Oracle CRM Application Foundation User Guide guide.
A note records descriptive information that users have generated about business transactions so that they can reference it. You can use the Notes component from different applications in the product suite to access the comment log that relates to a specific transaction.
Oracle Notes comes with a set of previously defined note types. You can choose not to use the previously defined note types and create customized note types of your own, or you can use both the previously defined set and additional customized note types.
To use the notes feature in your customer service or collections divisions of Oracle Lease Management, it must be enabled. You can add additional note types specific for leasing.
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CRM Administrator
Oracle Foundation
Functions > Notes Setup
Perform the following steps:
Once you open the Note Type Setup page, the Application Object Library: Note Type Lookups window appears.
Define the code, meaning, and description as desired. It is only necessary to define a tag for a new, customized note type.
Save the record when you are finished.
To delete an existing note type, assign an end date to an existing note type.
Note: Mapping a note type to a source object limits the visible note types for that source to the defined subset of note types.
To map the note to a source object open the Source page.
Click Note Type Mapping.
In the Source Object list of values, choose the appropriate source (Contract, Defects, Enhancements, Escalations, or Tasks).
Choose a Note Type for the Source.
In the Application list of values, choose the application.
In the End Date list of values, specify an End date, if desired.
Save and close the form.
See the Implementing Notes section of the Oracle CRM Foundation Implementation Guide.
A territory is an organizational domain with boundaries defined by attributes of customers, products, services, and resources. Territories can be created on multiple criteria including postal code, area code, country, vertical market, size of company, and product expertise. It can be created based on geographic locations, for example, East Coast and West Coast territories. It can also be based on customer name if targeting specific customers or products, for example, Business World territory, or the combination of both geographical location and customers, such as a West Coast Business World territory.
For Oracle Lease Management, you must set up territories for your collections organization's activities. Define your territories, territory qualifiers, and resources.
Set up Territory Manager is described in Implementing Territory Management as part of the Oracle CRM Foundation Implementation Guide. Create Territories is described in Oracle CRM Foundation User Guide guide.
Set up and enable Resource Manager.
CRM Administrator
Oracle Foundation
Functions > Territory Manager > Territory Administration > Administration
Note: After defining territories using Territory Management, you must run the Generate Territory Package concurrent program to compile the territories and activate your changes.
The Resource Manager provides lists of resources—as individuals, groups, and teams—for applications to access and manage their resources. Resources are defined as the employees, supplier contacts, parties and partners that are used by the different CRM components to accomplish business objectives.
You can use Resource Manager to import and view resources, define resources, define roles and role types, create teams and groups, and organize resources within those teams and groups. Defining and organizing your resource information makes your resources available to the connected application modules for work action.
Note: Employees are resources, which are set up in Oracle Human Resources and can be imported to the Foundation Module. See Managing People Using Oracle HRMS Release 11i .
For more information, see the Implementing Resource Manager of the Oracle CRM Foundation Implementation Guide.
Enable Resource Manager.
CRM Administrator
Oracle CRM Foundation
Functions > Resource Manager > Maintain Resources
During the authoring process in Oracle Lease Management, you must associate one or more sales representatives to each contract. A sales representative is a specific role, which you can assign to specific employees within your organization.
For more information, see the Defining a Salesperson section of the Oracle CRM Application Foundation Concepts and Procedures guide.
Configure Resource Manager.
Set up employees in Oracle HRMS. For more information, see Define Employees.
CRM Administrator
Oracle CRM Foundation
Resource Manager > Maintain Resources > Resources
During the remarketing process in Oracle Lease Management, you must associate a remarketing team with an item category. You perform this in the Setup > Asset Management > Assignments section of Oracle Lease Management. Based on the item category, the remarketing team is associated to the asset, shown on the Asset Return page.
You must define remarketing teams in Oracle CRM Foundation prior to associating them to items in asset management.
To define the marketing team, the team must have:
Role Type set to Contracts
Role Code set to Remarketer
You can add individual employees to the team. Optionally, you can set up Groups, which contain employees who perform like tasks, and associate that group with a remarketing team. To associate a group with a team, however, you must set up the group first.
For more information, see the Defining Resource Groups and Defining Resource Teams section of the Oracle CRM Application Foundation Concepts and Procedures guide.
Configure Resource Manager.
Set up employees in Oracle HRMS. For information, see Define Employees.
CRM Administrator
Oracle Foundation
Resource Manager > Maintain Resources > Teams
(Optionally) Resource Manager > Maintain Resources > Groups
An Assignment Group is the portfolio management team associated to the contract's terms and conditions under the Contract Portfolio section in authoring. This team's responsibility is to field and act upon contract portfolio strategy notifications, which are set up at the time of contract authoring.
This process is similar to defining a remarketing team. To define the assignment group, the group must have:
Role Type set to Contracts
Role set to Portfolio Group
Before you set up a portfolio management team, you must set up the employees you intend to include on the team.
Optionally, you can set up a Group, which contain those employees you want on the portfolio team, and associate that group with the team. To associate a group with a team, however, you must set up the group first.
For more information, see the Defining Resource Groups and Defining Resource Teams section of the Oracle CRM Application Foundation Concepts and Procedures guide.
Configure Resource Manager.
Set up employees in Oracle HRMS. See Define Employees.
CRM Administrator
Oracle Foundation
Resource Manager > Maintain Resources > Teams
(Optionally) Resource Manager > Maintain Resources > Groups
Implementing Oracle Telephony Manager is a process that requires knowledge of a variety of technologies and processes. The implementation of Oracle Telephony Manager requires working knowledge of Oracle Forms, HTML, Java, and the installation platform (Windows NT or Unix). In addition, an understanding of the operational requirements of an interaction center and basic telephony functionality is required.
The Oracle Telephony Manager (OTM) maintains the agent distribution queues and agent states for any Interaction Center. It also provides access to a common routing engine. OTM is media independent and can route all types of interactions—e-mail, telephony, faxes, or Web calls—to the interaction center agents.
For more information on implementing Telephony Manager, refer to the Oracle Telephony Manager Implementation Guide.
Oracle Universal Work Queue is one of several applications in the Oracle Interaction Center. The Oracle Interaction Center is a suite of applications that supports the management and processing of customer relationship activity across all channels of customer contact.
Oracle Universal Work Queue is a portal for accessing agent work within an interaction center. Agent work includes application work, such as service requests, and media work, such as inbound telephony calls. When you select a work item, Oracle Universal Work Queue launches the appropriate application and, if necessary, a media controller, such as a softphone.
Oracle Universal Work Queue:
Provides a desktop interface that displays a unified view of agent work.
Facilitates agents' interactions across multiple contact channels.
Provides a framework that enables CRM business applications to integrate with media work.
Balances agents between media types based on the service levels for the interaction center.
For more information, see the Oracle Universal Work Queue Implementation Guide and the Oracle Universal Work Queue User Guide.