1 Oracle Communications Order to Cash for Siebel CRM, Oracle OSM, and Oracle BRM Overview

In today's highly competitive communications industry, the rapid convergence of traditional and IP services, wireless and wire line services, IT and network, and prepaid and postpaid services all present challenges for communications service providers (CSPs) to rapidly launch new and bundled services, and then automate streamlined processes across front-office and back-office applications and networks.

The Oracle Communications Order to Cash pre-built integration provides CSPs deployment and integration accelerators that build on industry forward-looking methodology and best practices. The Oracle Communications Order to Cash automates BSS (Business Support Systems) concept to launch and BSS order to activate processes across Siebel Customer Relationship Management (Siebel CRM), Oracle Communications Order and Service Management (Oracle OSM), and Oracle Communications Billing and Revenue Management (Oracle BRM).

The Oracle Communications Order to Cash pre-built integration consists of these options:

Oracle Communications Order to Cash - Siebel CRM option
Oracle Communications Order to Cash - Oracle OSM option
Oracle Communications Order to Cash - Oracle BRM option

The three pre-built integration options are architected to provide a seamless integration when using all of the referenced Oracle applications; however, they are loosely coupled enough to allow for third party application(s) in a deployment. Third party applications require custom integration to interoperate with the rest of the solution. The three pre-built integration options are packaged separately to allow providers to license to the options relevant to their deployment.

Caution:

This guide provides an overview of the design and implementation instructions for the process integrations available for all three Oracle Communication Order to Cash pre-built integration options. However, if your facility has only one or two of the three options, your own matching systems for the missing applications or connectors must mimic what is outlined in this guide to achieve the same functionality that is delivered with all three options.

1.1 Oracle Communications Order to Cash Overview

Functionally, the Oracle Communications Order to Cash provides the following process integrations:

Product Lifecycle Management
Order Lifecycle Management
Customer Management
Order Fallout Management

Product Lifecycle Management

The process integration for product lifecycle management enables you to:

Synchronize and administer products and discounts between Oracle BRM and Siebel CRM.
Query or import new or updated product classes from Siebel CRM into SCE Design Studio.

Product classes and transaction attributes are defined Siebel CRM. The SCE queries the product classes from Siebel CRM and maintains the mapping between the Siebel product class and the product specification.

This process integration offers a simpler alternative to the process integration provided by the Product MDM integration, which offers integration between Oracle Product Hub, Siebel CRM, and Oracle BRM.

Order Lifecycle Management

The process integration for order lifecycle management enables the submission of orders from Siebel CRM to Oracle OSM for order fulfillment. Additionally, Oracle OSM can call the services provided by this integration to:

Synchronize Fulfillment Order Billing Account(s) to Oracle BRM - Interface orders to create customer data in Oracle BRM.
Bill Fulfillment Order in Oracle BRM - Interface orders to create transaction data in Oracle BRM.
Update Sales Order in Siebel CRM - Update Siebel CRM with the status and other information on the order.

Customer Management

The process integration for customer management enables the synchronization of customer information from Siebel CRM to Oracle BRM. Customer accounts are defined in Siebel CRM and then created in Oracle BRM as part of the order fulfillment process. Once the account is created in Oracle BRM, the process integration ensures that any changes to the account in Siebel CRM are synchronized to Oracle BRM.

Order Fallout Management

The process integration for order fallout management enables you to implement a detection and notification process to handle order failures. Order fallout management uses Siebel trouble ticketing for notification and tracking of order failures.

Figure 1-1 illustrates how these three pre-built integration options work with participating applications to enable these business flows.

Figure 1-1 Oracle Communications Order to Cash Functional Overview

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Oracle AIA is based on a service-oriented architecture (SOA) that has a pattern where a request comes from an application, which is translated into an enterprise business service (EBS) operation and an enterprise business message (EBM) payload. The chart below is representative of the integration patterns applicable to the Oracle Communications Order to Cash pre-built integration. Siebel, Oracle BRM, and Oracle OSM participate as a provider or a requester in different order to cash processes. Each of the Oracle Communications Order to Cash pre-built integration options package the integration artifacts falling between the subject application and Oracle AIA up to and including the Enterprise Business Services.

Figure 1-2 Integration Patterns Applicable to Oracle Comms Order to Cash

Table 1-1 illustrates the Oracle Communications Order to Cash pre-built integration options required to enable each process integration and business flow combination.

Table 1-1 Process Integration and Business Flow Combinations

Process Integration	Business Flow	Pre-Built Integration Options Enabling Flow
Product Lifecycle Management	Synchronize Product and Price For more information, see Chapter 3, "PLM - Understanding the Synchronize Product and Price Business Flow."	Siebel CRM and Oracle BRM options
--	Query Product Class For more information, see Chapter 5, "PLM - Understanding the Query Product Classes Business Flow."	Siebel CRM and Oracle OSM options
Order Management	Process Sales Order Fulfillment For more information, see Chapter 8, "OLM - Understanding the Process Sales Order Fulfillment Business Flow."	Siebel CRM and Oracle OSM options
--	Update Sales Order For more information, see Chapter 16, "OLM - Understanding the Update Sales Order Business Flow."	Siebel CRM and Oracle OSM options
--	Synchronize Fulfillment Order Billing Account For more information, see Chapter 10, "OLM - Understanding the Synchronize Fulfillment Order Billing Account Business Flow."	Siebel CRM, Oracle OSM, and Oracle BRM options
--	Bill Fulfillment Order For more information, see Chapter 12, "OLM - Understanding the Bill Fulfillment Order Business Flow."	Siebel CRM, Oracle OSM and Oracle BRM options
--	Provision Order For more information, see Chapter 14, "OLM - Understanding the Provision Order and Update Fulfillment Order Business Flows."	Oracle OSM option
--	Update Fulfillment Order For more information, see Chapter 14, "OLM - Understanding the Provision Order and Update Fulfillment Order Business Flows."	Oracle OSM option
Customer Management	Synchronize Customer Account For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."	Siebel CRM and Oracle BRM options
--	Synchronize Customer Special Rating Profile For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."	Siebel CRM and Oracle BRM options
Order Fallout Management	Create and Update Trouble Ticket by Oracle OSM For more information, see Chapter 21, "Understanding the Process Integration for Order Fallout Management."	Siebel CRM and Oracle OSM options
--	Create Trouble Ticket by Oracle AIA For more information, see Chapter 21, "Understanding the Process Integration for Order Fallout Management."	Siebel CRM and Oracle BRM options

The following deployment options are supported out-of-the-box (OOTB):

Oracle Communications Order to Cash Siebel CRM, Oracle OSM, and Oracle BRM pre-built integration options
Oracle Communications Order to Cash Siebel CRM and Oracle OSM pre-built integration options - this assumes integration with a billing system (other than Oracle BRM)
Oracle Communications Order to Cash Siebel CRM and Oracle BRM pre-built integration options - this assumes integration with a central order management system (other than Oracle OSM) to manage order decomposition and fulfillment.

Table 1-2 illustrates the process integrations and business flows that are enabled by the Oracle Communications Order to Cash - Siebel CRM pre-built integration option:

Table 1-2 Process Integrations and Business Flows Enabled by Oracle Comms Order to Cash: Siebel CRM Option

Enabled Process Integration	Enabled Business Flow and Extent
Product Lifecycle Management	Synchronize Product and Price from AIA EBS to Siebel; when the Oracle BRM option is in use it provides for Oracle BRM to make the sync request to Oracle AIA. For more information, see Chapter 3, "PLM - Understanding the Synchronize Product and Price Business Flow."
Query Product Class. From AIA EBS to Siebel and response goes back from Siebel to AIA EBS; when the Oracle OSM option is in use it provides for Oracle OSM Design Studio to make the query request to Oracle AIA and for Oracle AIA to send the query results to Oracle OSM Design Studio. For more information, see Chapter 5, "PLM - Understanding the Query Product Classes Business Flow."
Order Management	Process Sales Order Fulfillment from Siebel to AIA EBS; when the Oracle OSM option is in use it provides for AIA EBS to route the request to Oracle OSM. For more information, see Chapter 8, "OLM - Understanding the Process Sales Order Fulfillment Business Flow."
Update Sales Order from AIA EBS to Siebel; when the Oracle OSM option is in use it provides for Oracle OSM to make the update request to Oracle AIA. For more information, see Chapter 16, "OLM - Understanding the Update Sales Order Business Flow."
Customer Management	Query Customer Account from AIA EBS to Siebel; enables the Oracle AIA process to query customer accounts from Siebel CRM for new accounts.When the Oracle BRM option is in use, it is called as part of Synchronize Fulfillment Order Billing Account request is invoked by an order management system, as part of an order fulfillment flow. For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."
Synchronize Customer Account from Siebel to AIA EBS; Propagates customer account updates to Oracle AIA; when the Oracle BRM option is in use it provides for taking the account update request from Oracle AIA to Oracle BRM. For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."
Synchronize Customer Special Rating Profile from Siebel to AIA EBS; when the Oracle BRM option is in use it provides for taking the special rating profile synchronization from Oracle AIA to Oracle BRM. For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."
Order Fallout Management	Create and Update Trouble Ticket from Oracle AIA to Siebel; when the Oracle OSM option is in use it provides for Oracle OSM to make the create and update trouble ticket requests to Oracle AIA. For more information, see Chapter 21, "Understanding the Process Integration for Order Fallout Management."
Create Trouble Ticket from Oracle AIA to Siebel CRM; when Oracle OSM option is not in use but Oracle BRM option is in use, it provides for Oracle AIA to create trouble tickets in Siebel CRM. For more information, see Chapter 21, "Understanding the Process Integration for Order Fallout Management."

Enabled Process Integration

Enabled Business Flow and Extent

Product Lifecycle Management

Synchronize Product and Price from AIA EBS to Siebel; when the Oracle BRM option is in use it provides for Oracle BRM to make the sync request to Oracle AIA.

For more information, see Chapter 3, "PLM - Understanding the Synchronize Product and Price Business Flow."

Query Product Class. From AIA EBS to Siebel and response goes back from Siebel to AIA EBS; when the Oracle OSM option is in use it provides for Oracle OSM Design Studio to make the query request to Oracle AIA and for Oracle AIA to send the query results to Oracle OSM Design Studio.

For more information, see Chapter 5, "PLM - Understanding the Query Product Classes Business Flow."

Order Management

Process Sales Order Fulfillment from Siebel to AIA EBS; when the Oracle OSM option is in use it provides for AIA EBS to route the request to Oracle OSM.

For more information, see Chapter 8, "OLM - Understanding the Process Sales Order Fulfillment Business Flow."

Update Sales Order from AIA EBS to Siebel; when the Oracle OSM option is in use it provides for Oracle OSM to make the update request to Oracle AIA.

For more information, see Chapter 16, "OLM - Understanding the Update Sales Order Business Flow."

Customer Management

Query Customer Account from AIA EBS to Siebel; enables the Oracle AIA process to query customer accounts from Siebel CRM for new accounts.When the Oracle BRM option is in use, it is called as part of Synchronize Fulfillment Order Billing Account request is invoked by an order management system, as part of an order fulfillment flow.

For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."

Synchronize Customer Account from Siebel to AIA EBS; Propagates customer account updates to Oracle AIA; when the Oracle BRM option is in use it provides for taking the account update request from Oracle AIA to Oracle BRM.

For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."

Synchronize Customer Special Rating Profile from Siebel to AIA EBS; when the Oracle BRM option is in use it provides for taking the special rating profile synchronization from Oracle AIA to Oracle BRM.

For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."

Order Fallout Management

Create and Update Trouble Ticket from Oracle AIA to Siebel; when the Oracle OSM option is in use it provides for Oracle OSM to make the create and update trouble ticket requests to Oracle AIA.

For more information, see Chapter 21, "Understanding the Process Integration for Order Fallout Management."

Create Trouble Ticket from Oracle AIA to Siebel CRM; when Oracle OSM option is not in use but Oracle BRM option is in use, it provides for Oracle AIA to create trouble tickets in Siebel CRM.

For more information, see Chapter 21, "Understanding the Process Integration for Order Fallout Management."

Table 1-3 illustrates the process integrations and business flows that are enabled by the Oracle Communications Order to Cash - Oracle OSM pre-built integration option:

Table 1-3 Process Integrations and Business Flows Enabled by Oracle Comms Order to Cash: Oracle OSM Option

Enabled Process Integration	Enabled Business Flow and Extent
Product Lifecycle Management	Query Product Class from Oracle OSM Design Studio to Oracle AIA and bring response back from Oracle AIA to Oracle OSM. When the Siebel CRM option is in use it provides for Oracle AIA to pass the query request to Siebel CRM and take the response back from Siebel CRM. For more information, see Chapter 5, "PLM - Understanding the Query Product Classes Business Flow."
Order Management	Process Sales Order Fulfillment from AIA EBS to Oracle OSM; when the Siebel CRM option is in use it provides for sending the request from Siebel CRM to Oracle AIA. For more information, see Chapter 8, "OLM - Understanding the Process Sales Order Fulfillment Business Flow."
Update Sales Order from Oracle OSM to AIA EBS; when the Siebel CRM option is in use it provides for Oracle AIA to send the update to Siebel CRM. For more information, see Chapter 16, "OLM - Understanding the Update Sales Order Business Flow."
Synchronize Fulfillment Order Billing Account from Oracle OSM to Oracle AIA; when the Siebel CRM option and Oracle BRM option are in use they provide for Oracle AIA to enrich customer account details by querying from Siebel CRM and synchronizing the accounts to Oracle BRM. For more information, see Chapter 10, "OLM - Understanding the Synchronize Fulfillment Order Billing Account Business Flow."
Bill Fulfillment Order from Oracle OSM to Oracle AIA (enables both Oracle OSM Order to Cash functions: Initiate Billing and Fulfill Billing); when the Oracle BRM option is in use it provides for Oracle AIA interfacing the order to Oracle BRM. For more information, see Chapter 12, "OLM - Understanding the Bill Fulfillment Order Business Flow."
Provision Order from OSM COM to Oracle AIA and from Oracle AIA to Oracle OSM Service Order Management (SOM). For more information, see Chapter 14, "OLM - Understanding the Provision Order and Update Fulfillment Order Business Flows."
Update Fulfillment Order from Oracle OSM SOM to Oracle AIA and from Oracle AIA to Oracle OSM COM. For more information, see Chapter 14, "OLM - Understanding the Provision Order and Update Fulfillment Order Business Flows."
Order Fallout Management	Create and Update Trouble Ticket from Oracle OSM to Oracle AIA; when the Siebel CRM option is in use, it provides for Oracle AIA to take the request to Siebel CRM. For more information, see Chapter 21, "Understanding the Process Integration for Order Fallout Management."

Enabled Process Integration

Enabled Business Flow and Extent

Product Lifecycle Management

Query Product Class from Oracle OSM Design Studio to Oracle AIA and bring response back from Oracle AIA to Oracle OSM.

When the Siebel CRM option is in use it provides for Oracle AIA to pass the query request to Siebel CRM and take the response back from Siebel CRM.

For more information, see Chapter 5, "PLM - Understanding the Query Product Classes Business Flow."

Order Management

Process Sales Order Fulfillment from AIA EBS to Oracle OSM; when the Siebel CRM option is in use it provides for sending the request from Siebel CRM to Oracle AIA.

For more information, see Chapter 8, "OLM - Understanding the Process Sales Order Fulfillment Business Flow."

Update Sales Order from Oracle OSM to AIA EBS; when the Siebel CRM option is in use it provides for Oracle AIA to send the update to Siebel CRM.

For more information, see Chapter 16, "OLM - Understanding the Update Sales Order Business Flow."

Synchronize Fulfillment Order Billing Account from Oracle OSM to Oracle AIA; when the Siebel CRM option and Oracle BRM option are in use they provide for Oracle AIA to enrich customer account details by querying from Siebel CRM and synchronizing the accounts to Oracle BRM.

For more information, see Chapter 10, "OLM - Understanding the Synchronize Fulfillment Order Billing Account Business Flow."

Bill Fulfillment Order from Oracle OSM to Oracle AIA (enables both Oracle OSM Order to Cash functions: Initiate Billing and Fulfill Billing); when the Oracle BRM option is in use it provides for Oracle AIA interfacing the order to Oracle BRM.

For more information, see Chapter 12, "OLM - Understanding the Bill Fulfillment Order Business Flow."

Provision Order from OSM COM to Oracle AIA and from Oracle AIA to Oracle OSM Service Order Management (SOM).

For more information, see Chapter 14, "OLM - Understanding the Provision Order and Update Fulfillment Order Business Flows."

Update Fulfillment Order from Oracle OSM SOM to Oracle AIA and from Oracle AIA to Oracle OSM COM.

For more information, see Chapter 14, "OLM - Understanding the Provision Order and Update Fulfillment Order Business Flows."

Order Fallout Management

Create and Update Trouble Ticket from Oracle OSM to Oracle AIA; when the Siebel CRM option is in use, it provides for Oracle AIA to take the request to Siebel CRM.

For more information, see Chapter 21, "Understanding the Process Integration for Order Fallout Management."

Table 1-4 illustrates the process integrations and business flows that are enabled by the Oracle Communications Order to Cash - Oracle BRM pre-built integration option:

Table 1-4 Process Integrations and Business Flows Enabled by Oracle Comms Order to Cash: Oracle BRM Option

Enabled Process Integration	Enabled Business Flow and Extent
Product Lifecycle Management	Synchronize Product and Price from Oracle BRM to Oracle AIA; when the Siebel CRM option is in use it provides for Oracle AIA to pass the sync request to Siebel CRM. For more information, see Chapter 3, "PLM - Understanding the Synchronize Product and Price Business Flow."
Order Management	Synchronize Fulfillment Order Billing Account from Oracle AIA to Oracle BRM. This uses the Customer Management Synchronize Customer Account process integration to create accounts in Oracle BRM. When the Oracle OSM option is in use, it provides for Oracle OSM to send the request to Oracle AIA. When the Siebel CRM option is in use, it provides for Oracle AIA to enrich the customer account details by querying into Siebel CRM. For more information, see Chapter 10, "OLM - Understanding the Synchronize Fulfillment Order Billing Account Business Flow."
Order Management	Bill Fulfillment Order from Oracle AIA to Oracle BRM; when the Oracle OSM option is in use, it provides for Oracle OSM to send the request to Oracle AIA. For more information, see Chapter 12, "OLM - Understanding the Bill Fulfillment Order Business Flow."
Customer Management	Synchronize Customer Account from Oracle AIA to Oracle BRM. This is called from the order management Synchronize Fulfillment Order Billing Account integration to create accounts in Oracle BRM. It is also used to propagate accounts updates to accounts interfaced to Oracle BRM. When the Siebel CRM option is in use, it provides for Siebel CRM to send the update request to Oracle AIA. For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."
Customer Management	Synchronize Customer Special Rating Profile from Oracle AIA to Oracle BRM; when the Siebel CRM option is in use, it provides for Siebel CRM to send the request to Oracle AIA. This is used to propagate Special Rating Profile updates to profiles interfaced to Oracle BRM (as part of Bill Fulfillment Order). For more information, see Chapter 18, "Understanding the Process Integration for Customer Management."
Order Fallout Management	Create Trouble Ticket from AIA error handling to AIA EBS; when the Siebel CRM option is in use, it provides for AIA EBS passing the request to Siebel CRM. For more information, see Chapter 21, "Understanding the Process Integration for Order Fallout Management."

The Oracle Communications Order to Cash pre-built integration is built on top of the Oracle AIA Communications Foundation Pack. Communications customers can easily leverage Oracle AIA Communications Foundation Pack to extend the delivered process integrations and build new ones.