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Oracle TeleService Implementation and User Guide
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Preface
Overview of Oracle TeleService and Implementation Checklists
This part describes the Oracle TeleService application and provides checklists of implementation steps for all of its modules.
About Oracle TeleService
- Oracle TeleService Overview
- Multiple Modules for Different Uses
- About the Service Request and Contact Center Module
- About the Customer Support Module
- About the Service Desk Module
- About the Case Management Module
- Module Compatibility
- Customer Management Features
- Work Related Features
- Other Features
- Key Integrations
- Common Application Components
- Service Suite Foundation
- Key Integrations with Other E-Business Suite Applications
Oracle Service Command Center
- Overview
- Agent Dashboard
- Manager Dashboard
- Service History Dashboard
- Charges Dashboard
Service Request and Contact Center Module Implementation Checklist
- Setups in Integrated Applications
- Implementation Tasks for the Service Request and Contact Center Module
Service Desk Implementation Checklist
- Setups in Integrated Applications
- Implementation Tasks for Service Desk
Case Management Implementation Checklist
- Setups in Integrated Applications
- Implementation Tasks for Case Management
Setting Up Oracle Service Command Center
- Setting Up Service Command Center
- Setup and Configuration Steps
- Setting Profile Options for Service Command Center
- Configuring Descriptive Flexfields for Search
- Loading Service Data
High Availability
This part of the guide includes procedures to implement High Availability (HA).
Implementing High Availability
- About High Availability
- High Availability Solution
- Critical Business Functions Available in High Availability
- Assumptions
- Setting Up High Availability
- Importing Transaction Logs
- About Mapping Responsibilities
- Seeded Responsibilities
- Mapping Responsibilities
- Concurrent Program Supported in TeleService in High Availability
- User Actions Supported in TeleService in High Availability
Common Setups
This part includes chapters describing all of the setups common to all of the Oracle TeleService modules including Case Management.
Setting Up Resources
- Process for Setting Up Oracle TeleService Resources
- Setting Up Resource Groups
- Importing Resources
- Setting Up Imported Resources
Basic Service Request Setups
- Setting Up Business Processes
- About Statuses, Status Groups, and Service Request Types
- Service Request Statuses
- Service Request Status Groups and Status Transitions
- Service Request Types
- About Final Statuses Aborting Existing Oracle Workflow Processes
- Service Request Type Categories for Customers Using Oracle iSupport
- Setting Up Service Request Statuses
- Setting Up Status Groups
- Setting Up Service Request Types
- Grouping Service Request Types into Categories for Oracle iSupport
- Setting Up Service Request Severities
- Setting Up Service Request Urgencies
- Setting Up Problem Codes
- About Problem Codes
- About Problem Code Mapping
- Defining Service Request Problem Codes
- Mapping Problem Codes
- Creating a New Problem Code Mapping
- Setting Up Resolution Codes
- About Resolution Codes
- About Mapping Resolution Codes
- Setting Up Service Request Resolution Codes
- Mapping Resolution Codes
- Creating a Resolution Code Mapping
- Setting Up Service Request Templates
- About Service Request Templates
- Mapping Service Request Templates
- Creating Service Requests from Service Request Templates
- Setting Up Default Response and Resolution Times
- Setting Up Task Types and Priorities for Service Request Tasks
- Setting Up New Note Types for Service Requests and Tasks
- Setting Up Descriptive Flexfields for Advanced Service Request Searches
- Indexing Note and Summary Text for Searches
- Enabling Integration with Oracle Enterprise Asset Management
- About Oracle Workflow Processes Included with Your Application
- Setting Up the List of Values for the Language Field
- Obtaining a List of Valid System Profiles and Lookups
- Merging Customer Accounts Associated with Different Parties
- Merging Service Requests
Service Request Linking to Specify Duplicates and Other Relationships
- Overview of Service Request Linking
- Permitted Modifications to Service Request Relationships
- Changing the Wording of a Relationship Type or Removing It from Use
- Setting Up Reference Links to Objects Other Than Service Requests
- Turning Off Automatic Service Request Status Updates Rules
Setting Up Duplicate Checking
- About the Duplicate Checking Topics
- Duplicate Checking Overview
- Setting Up Duplicate Checking
- Setting Up Duplicate Checking by Customer and Item Details
- Setting Up Duplicate Checking by Service Request Attributes
- Setting Up Duplicate Checking by Item Instance or Serial Number
Setting Up Security
- Overview of Security Topic Organization
- About Service Request and Case Security
- Features of Standard Service Request Security
- Read-Only and Other Access Types
- Effect of Turning on Standard Service Security on Other Applications
- Setting Up Service Request Data Security Process Overview
- About Mapping Responsibilities
- Uses of Responsibility Mappings
- Where You Create and Update Responsibility Mappings
- Creating a Responsibility Mapping
- Updating a Responsibility Mapping
- Turning Standard Service Security On or Off
- Creating Your Own Custom Security
- Enabling Responsibility Mappings for Oracle iSupport
Setting Up Service Costing
- Setting Up a Costing Method
- Setting Up an Inventory Item
- Setting Up Item Costs
- Setting Up Service Activity Codes
- Installing Oracle XML Publisher
- Setting Up Profile Option
Implementing Charges
- Overview of Charges
- Architecture of Charges
- Setting Up Charges Process Overview
- About Setting Up Business Process, Service Activity, and Billing Type
- Key Charges Concepts
- Process Overview for Business Process, Service Activity and Billing Types Setup
- Setting Up Additional Service Billing Types
- Associating Billing Types with Billing Categories
- Setting Up Service Activities
- Associating Service Activities to Business Processes
- Setting Up Items in Oracle Inventory
- Guidelines for Setting Up Items in Inventory
- Main Tab
- Inventory Tab
- Order Management Tab
- Service Tab (Service Region)
- Service Tab (Installed Base region)
- Service Tab (Debrief and Charges region)
- About Setting Up Labor Schedules for Pricing Labor
- How Charges Determines Labor Charges
- Setting Up the Contract Labor Schedule
- Setting Up the Default Labor Schedule
- Restricting Agent Use of Operating Units for Charge Lines
- Setting Up Rules for Specifying the Default Operating Unit
- Modifying the Display of Charges on Customer Invoices
- Setting Up Charges System Profiles
- About Setting Up Remaining Charges System Profiles
- Setting Up the Default Sort Order on the Charges Tab
- Setting Up the Default Service Request Business Process
- Specifying the LOV Type for Price List
- Preventing Errors from Recalculating Prices in Oracle Order Management
- Setting Up Charges User Hooks
- Setting Up Charges Submission
Integration with Oracle Projects
- Overview
- Key Terms and Definitions
- Integration with Oracle Projects
- Process Overview
- Implementation Considerations
- Implementation Prerequisites
- Interfacing Service Costs with Oracle Projects
- Using Oracle Projects for Reporting Costs
Setting Up Application Search
- Application Search Overview
- Setting Up E-Business Suite Secure Enterprise Search
- Enabling the Application Search Region
- Enabling the Application Search Menu
- Setting Up Permissions
- Predefined Data for Application Search
Setting Up InQuira Search
- Overview
- Setting Up Inquira Search
Implementing Work Assignment and Distribution
- Overview of Key Work Assignment and Distribution Concepts
- Work Types
- Work Assignment and Work Distribution
- How the Application Decides Work Priority for Automated Distribution
- When Automatic Work Assignment Gets Triggered
- Overview of Service Request and Task Assignment
- How the Application Assigns Work in Automatic Assignment
- Service Request Assignment
- Task Assignment
- About Specifying Search Order for Contract and Install Base Resources
- General Procedure for Setting Up Work Assignment
- Automatically Assigning Service Requests to Groups
- Automatically Assigning Service Requests to Individuals
- Automatically Assigning Service Request Tasks to Groups
- Automatically Assigning Service Request Tasks to Individuals
- Guidelines for Setting Up Service Territories
- Guidelines for Setting Up Calendars, Shifts, and Exceptions
- About the Load Balancing Formula
- Setting Up the Load Balancing Formula
- Specifying the Numerical Equivalents for Skill Levels
- General Procedure for Setting Up Work Distribution
- Turning On Work Distribution and Synchronizing Work Data
Enabling Oracle Email Center
- Oracle Email Center Integration Overview
- E-Mail Context
- Sending an E-mail in the Context of a Service Request
- E-Mail Templates
- Alerting Agents About Customer Replies
- Process for Enabling Oracle Email Center Integration
- Integrating Service Requests with Oracle Email Center
- Integrating the Contact Center with Oracle Email Center
- Merge Fields for E-mail Templates
- Service Request Merge Fields
- Contact Center-Specific Merge Fields
- Disabling Local Email Client in Related Party Information Pages
- Disabling Forwarding, Resending, and Replying to Archived Messages
- Automatic Creation of Service Requests from E-Mails
Automatic Closure of Service Requests with Tasks
- Understanding Closure Automation for Service Requests with Tasks
- Setting Up Automatic Closure for Service Requests
Electronic Approvals and Records
- Service Request Electronic Approvals and Records Overview
- Typical Uses
- Integration Setup Overview
- About E-Records
- Service Event
- Special Service Request Setup Concepts
- Intermediate Statuses
- Triggering Statuses
- Approval Action and Rejection Action Statuses
- Status Group Transition Rules
- Setting Up the Capture of Approvals and E-Records
- Example of Status and Related Setups
- Setting Up a Triggering Service Request Status
- Downloading and Registering the E-Record Template
- Specifying a Modified Template for Use by Oracle E-Records
- Viewing the Status of Approval Requests of All Service Requests
- About the E-Record Template
- Detailed Report
- Summary Report
- Date and Time Displayed in Electronic Records
Enabling Service Request Reports
- Overview of Service Request Reports
- Modifying the Service Request Report
- Specifying the Data Definition for User Reports
- Predefined Data Definition Contents
- Customer Information
- Contact Information
- Service Request Subject
- Service Request Information
- Contract
- Associated Parties
- Service Request Tasks
- Linked Solutions
- Notes
- Audit Information
- Interaction History
- Related Service Requests
- Related Objects
- Internal Descriptive Flexfield
- External Descriptive Flexfield
- Service Request Extensible Attributes
- Charges Information
- Profit Margin Information
Setting Up Notifications
- Notification Overview
- Notification Template Types
- Restrictions for the Notification Process
- About When and Whom You Can Notify
- Events that Trigger Notifications for Service Modules
- Notifications for Case Management
- Setting Up Notifications
- Notification Post-Install Steps
- Specifying the "From:" Field in the Message
- About Predefined Notification Templates
- Text Notification Templates
- Preconfigured HTML Templates for Contact Notifications
- Available Tokens
- Setting Up Profile Options for Notifications
- Displaying Existing Notification Rules
- Creating a New Notification Rule
- Updating Existing Notification Rules
- Sending Email and Workflow Notifications to Nonemployee Owners of Service Requests
Setting Up Display of Customer Information
- About Displaying Customer Information for Agents
- About Customer Profiles
- Summaries of Customer Information
- Views of Customer Information in a Graphical Format
- The Ability to Drill Down to Details
- Customer Profile Setup Process Overview
- Defining Profile Ratings
- Associating Ratings with Colors
- Defining Profile Check Categories
- Defining Profile Check Variables
- Defining Drill Down for a Profile Check
- Enabling Application Windows for Drill Down
- Defining Profile Checks
- Predefined Profile Checks
- Defining Variable Profile Checks
- Defining Boolean Profile Checks
- Grouping Profile Checks for Display in Customer Profile Windows
- Grouping Profile Checks for Display in Dashboard Tabs
- Determining Access by Application Module and Responsibility
- Running the Customer Profile Engine
- Running the Customer Profile Engine for a Subset of Parties
- Setting Automatic Refresh of Profiles on the Dashboard
- Customizing Dashboard Displays by Customer Attributes
Setting Up Relationship Plans
- About Relationship Plans
- Relationship Plan Components
- Monitoring the Database of Customers
- Evaluating if Customers Qualify for the Plan
- Setting Up the Actions the Plan Takes
- Setting Up Messages or Scripts
- Hooking Up the Conditions to the Actions
- Process Overview of Relationship Plan Setup
- Defining Plan Groups
- Defining an Action
- Setting Up Messages and Scripts for Association with Relationship Plans
- Defining Messages
- Generating Messages
- Creating the Relationship Plan
- Creating a Condition for the Relationship Plan
- Adding or Modifying Relationship Plan Conditions
- Enabling Relationship Plans in Application Modules
- Running the Relationship Plan Assignment Engine
- Modifying Relationship Plan Lookups
Generating Tasks Automatically
- Automatic Task Generation Overview
- Automatic Task Generation and Other E-Business Suite Applications
- About Generating Tasks on Request Types, Items, and Problem Code
- Implementing Task Generation Setup Process Overview
- Implementing Task Generation on Status Transition
- Specifying Conditions for Task Generation
- Updating a Task Template Group Mapping
- Setting Up Rules for Handling Multiple Valid Mappings
Mass Updating Service Requests
- Overview
- About Mass Service Request Update
- Searching for Service Requests
- Updating Service Requests
- Reassigning Service Requests
- Confirming Update of Service Requests
Global Address Format and Validation
- Specifying Global Address Formatting and Validation
- Setting Up Additional Address Styles
- Mapping Countries to Address Styles
Purging Service Requests or Cases
- Service Request Purge Overview
- What Information is Deleted
- Purge Records
- Running the Service Request Data Purge Concurrent Program
Contact Center and Service Request Modules Setups
This part includes chapters describing setups for the Forms based Contact Center and Service Request modules of Oracle TeleService.
Service Request Form Setups
- Setting Up Message Action Codes for Oracle Workflow Messaging
- Enabling Oracle Complex Maintenance, Repair, and Overhaul
Setting Up Custom Tabs on the Service Request Window
- About Setting Up Custom Tabs on the Service Request Window
- Basic Information About the Two Tabs
- Guidelines for Setting Up Custom Tabs
- Parameters Passed from the Service Request Header
- Function Names for Custom Tabs
Enabling Multiple Time Zone Support
- Multiple Time Zone Overview
- Service Requests
- Service Request Tasks
- Enabling Multiple Time Zone Support
Setting Up Charges for Items Tracked by Install Base
- About Charges and Oracle Installed Base
- Overview of Charges Setups for Oracle Installed Base Items
- Charges and Install Base Updates
- Update Install Base and Bill the Customer
- Bill Only
- Key Fields
- Line Category
- Non-Source Info Region
- Source Info Region
- Change Owner
- Source Transaction Types Region
- Valid Cases
- Return Lines
- Order Lines
- Setting Up Returns (RMAs)
- Setting Up Debrief Lines for Replaced Parts
- Setting Up Oracle Installed Base Transaction Subtypes for an Activity
Automating Submission of Oracle Field Service Charges
- About the Topics on the Automatic Submission of Charges
- Overview of Automatic Charges Submission
- Modifying the Automatic Submission Process
- About Setting Up Rules to Restrict Automatic Submission
- About Restriction Rules
- Adding a Restriction Rule
- Updating a Restriction Rule
- Setting Up Automatic Submission
Modifying Contact Center Behavior
- Modifying the Behavior of Contact Center Tabs Overview
- Modifying the Behavior of the Dashboard Tab
- Modifying the Behavior of the Interactions Tab
- Modifying the Behavior of the Notes Tab and All Notes Window
- Modifying the Behavior of the Tasks Tab
- Modifying the Behavior of the Service Request Tab
- Implementing the Contracts Tab
- Modifying the Behavior of the Install Base Tab
- Setting Up the Invoices Tab
- Modifying the Behavior of the Orders Tab
- Enabling the Collateral Tab
- Modifying the Behavior of the Addresses Tab
- Modifying the Behavior of the Contact Points Tab
- Restricting Access to the Accounts Tab and Account Details Window
- Modifying the Behavior of the Party Information Tab
- Modifying the Behavior of the Relationships Tab
- Modifying the Behavior of the Contact Center Header
- Enabling Attachments in the Contact Center
- Configuring the Contact Center Header
Contact Center Search Preferences
- Setting Up Contact Center Search Preferences
- Setting Up Service Key Search Preferences
- Limiting Searches to a Specific Country
- Modifying the List of Service Keys Used for Searches
- Extending the Service Key Search
- Specifying the Default Values in the Customer Search Window
Setting Up Contact Center Actions
- Actions Architecture Overview
- Actions on the Install Base Tab
- Actions on the Orders Tab
- Setting Up Actions for Contact Center's Install Base Tab
- Setting Up Actions for Contact Center's Orders Tab
Additional Contact Center Setups
- Setting Up Criteria to Flag Customers as Critical
- Specifying the Default Values for the Override Customer Criticality Window
- Setting Up Quick Menu
- Setting Up Wrap-up
- Setting Up Party and Account Numbering
- Enabling E-Mail for the Contact Center
- Enabling Oracle Knowledge Management
- Enabling Oracle Scripting
Enabling Telephony
- About Telephony Integration in Oracle TeleService
- Implementing Direct Contact Center Integration with CTI Applications
- Direct Integration with CTI Applications Overview
- Login Sequence for the Contact Center Window
- Call Flow Sequence for the Contact Center Window
- Enabling Direct CTI Telephony Integration in the Contact Center
- Implementing Contact Center Telephony through Oracle Telephony Applications
- Contact Center IVR Parameters, Call Reasons, and Window Behavior
- Service Request IVR Parameters, Call Reasons, and Window Behavior
Setting Up Custom Tabs in the Contact Center
- About Setting Up Custom Tabs in the Contact Center
- Guidelines for Setting Up Custom Tabs in the Contact Center
- Parameters Passed from the Contact Center Header
- Function Names for Custom Tabs
Capturing Additional Service Request Attributes
- Overview of Capturing Additional Service Request Attributes in the Contact Center and Service Request Windows
- About Additional Attributes
- Process Overview of Attribute Setup
- Creating Prompts and Questions
- Creating the Lists of Values for the Answers
- Setting Up Attributes for a Service Request Type
- Implementing the Validate Address User Hook
- Enabling Attribute Capture in Oracle iSupport
- Using Request Types and Additional Attributes to Generate Tasks or Launch Workflows
Generating Tasks on Additional Service Request Attributes
- Overview of Task Generation on Additional Contact Center Attributes
- Generating Tasks on Request Type and Attribute Values
- Modifying and Extending Task Generation
- Overview of Modifying Task Generation
- Extending Task Generation with a Workflow Process
- Defining Task Types
- Defining Task Status
- Defining Task Priority
- Defining Additional Attributes for Tasks
- Mapping Additional Attributes to a Task Type
- Sample Generic E-mail Notification Workflow
- E-Mail Follow-up Task Type
- E-mail Notification Generic Process
- Enabling the Sample E-mail Workflow Process
Launching Workflow on Status Transition
- Implementing Workflow Launch on Status Transition
Common HTML Module Setups
This part of the guide includes procedures common to the HTML-based modules: Customer Support, Service Desk, and Case Management.
Configuring and Personalizing HTML Modules
- HTML Module Architecture Overview
- Agent Dashboard Variations for Work Assignment and Distribution Models
- Automated Work Distribution User Considerations
- Configuring and Personalizing HTML Modules Process Overview
- Enabling HTML Page Personalization
- Exposed and Hidden Flexible Content in Application Pages
- Agent Dashboard Page
- Create Service Request Page Exposed and Hidden Content
- Update Service Request Page Exposed and Hidden Content
- Read-Only Service Request Information Page
- Advanced Search Page Exposed and Hidden Content
- Saved Search Page Exposed and Hidden Content
- Party Information Page Exposed and Hidden Content
- About Personalizing the Advanced Search Page
- About Specifying Search Criteria for the Service Request Attributes Region
- Example: Displaying Internal Severity as One of the Default Search Fields
- Example: Removing Problem Code from the Search Criteria
- Replicating Predefined Responsibility-Level Personalizations for Case Management
- Modifying the Content of Lists
- Example of When You Must Disable Codes
- Example of When You Must Enable Codes
- Customer Support Lookups
- Service Desk Lookups
- Case Management Lookups
- ITIL Lookups
- Available Search Criteria for Advanced Search Page
- Available Search Criteria for Customer Support
- Available Search Criteria for Case Management
- Available Search Criteria for Service Desk
Other Common HTML Setups
- Specifying the Default Customer for Case Management and Service Desk
- Enabling Multiple HTML Modules in a Single Instance
- Modifying Notes
- Viewing Audit History
- Understanding Key Performance Indicators
- Statistics About Personal and Group Performance
- Setting Up Key Performance Indicators
- Setting Up Jeopardy for Service Requests
Capturing Additional Service Request Information with Extensible Attributes
- Extensible Attribute Overview
- Extensible Attribute Basic Concepts
- Where Extensible Attributes Are Displayed
- Number of Supported Attributes
- Personalization
- Extensible Attribute Architecture
- Extensible Attributes for Customers and Associated Parties
- Setting Up Service Request Extensible Attributes
- Setting Up Value Sets
- Setting Up Attributes and Attribute Groups
- Specifying the Service Request Types Where Attributes Appear
- Creating Regions (Pages) to Display Attributes
- Service Request Extensible Attributes
- Creating Custom Functions for Attributes
- Example of How Extensible Attributes Are Used in Practice
- Example of Global Extensible Attribute Setup
- Example of Value Set Setup for Item Location
- Example of Attribute Group Setup for Item Location
- Example of Mapping Attribute Group to Service Request Types
- Example of Page Setup to Display an Attribute Group
- Example of Multiple Row Attribute Setup
- Example of Dependent Attribute Setup
Capturing and Displaying Interactions and Activities
- Overview of Capturing and Displaying Interactions
- Setting Up Interactions
Enabling Universal Work Queue
- About Universal Work Queue Integration with Oracle TeleService
- Implementing Universal Work Queue in Oracle TeleService
- Work Queue Display
- Requesting Work
- Next Work Delivery and Distribution
- Assigning a New Action
Enabling Direct CTI
- About CTI Integration in Oracle Customer Support
- Implementing Direct CTI in Oracle Customer Support HTML
- Login Sequence for Direct CTI
- Call Flow Sequences in Customer Support
Case Management Setups
This part of the guide includes procedures specific to Case Management. Setups shared with other service applications are described in other parts of this guide. For a list of implementation steps, please refer to the Case Management Implementation Checklist at the front of this book.
Setting Up Case Management
- Configuring Case Management for Social Services
- Capturing Information About Unknown Parties in a Case
- Changing Message and Notification Text
Setting Up Associated Parties
- About Party Roles and Party Role Groups
- Contacts
- About Sort Order
- Setting Up Party Roles and Party Role Groups Process Overview
- Creating a Party Role
- Updating a Party Role
- Creating a Party Role Group
- Updating a Party Role Group
- Capturing Associated Party Information in a Case
- Setting Up Associated Party Extensible Attributes
- Mapping Attribute Groups to Associated Party Roles
- Specifying the Display of Attributes on the Add Party Page
Sample User Procedures
Customer Support User Procedures
- About the Sample Customer Support User Procedures
- Creating a Service Request
- Tracking Service Requests and Service Tasks
- Adding Multiple Products to a Service Request
- Resolving the Service Request
- Creating and Updating a Task
- Searching Service Requests
- Quick Find
- Advanced Searches
- Saved Searches
- Application Search
- Searching for Tasks
- Saving Task Search
- Searching for Item Instances
- Creating Escalations
Service Desk User Procedures
- About the Sample Service Desk User Procedures
- Creating a Service Request
- Resolving the Service Request
- Creating and Updating a Task
- Searching Service Requests
- Quick Find
- Advanced Searches
- Saved Searches
- Application Search
- Searching for Tasks
- Saving Task Search
Case Management User Procedures
- About the Sample Case Management User Procedures
- Creating a Case
- Searching Cases
- Quick Find
- Advanced Searches
- Saved Searches
- Application Search
- Creating and Updating a Task
- Searching for Tasks
- Saving Task Search
Charges User Procedures in Forms Interface
- Creating a Charge Line
- Understanding Automatic Submission of Field Service Charges
- Submitting Charges Manually
- Viewing the Status of Submitted Orders and Invoices
- About Different Return Types
- Creating a Return for Credit
- Creating a Return for Replacement
- Creating a Charge Line for a Return
- Creating the Charge Line for a Replacement
- Creating a Return for Repair
- Reviewing and Submitting Field Service Charges for Billing
- Viewing Pending Charges for Field Service Tasks
- Viewing the Source of a Charge Line
- Viewing a Report of Charges for a Service Request
Charges User Procedures in HTML Interface
- Overview
- Creating a Charge Line
- Submitting Charges Manually
- Viewing Pending Charges for Field Service Tasks
- Viewing the Source of a Charge Line
- Viewing the Status of Submitted Orders and Invoices
- Creating a Charge Line for a Return
- Creating a Charge Line for a Replacement
- Viewing Cost Details
- Searching for Parts
Service Costing User Procedures
- Capturing Costs
- Generating the Profit Margin Report
User Procedures for Oracle Telephony Integrations
- About Oracle Telephony User Procedures in Oracle TeleService
- About Receiving Inbound Calls
- Sharing Customer Information While Conferencing or Transferring Calls
- Handling a Web Callback in the Contact Center
- Handling a Web Callback in the Service Request Window
- About Calling Customers
- Calling Customers from the Contact Center
- Calling Customers from the Service Request Window
- Switching Between Web Callback and Inbound Queues
- Quitting the Application When Telephony Is Enabled
- Viewing Information About a Call
- Wrapping Up a Call
- Ending an Interaction Without Entering Call Wrap Up Information
HTML Contact Center
- About HTML Contact Center
- Scripting OA Launch
- Customer Overview
- Create Organization or Create Person
- Create Service Request
Integrating Relationship Plans in Other Applications
- Integration Via Form-Level Triggers
- Overview of Integrating Relationship Plans
- Technical Overview
- Prerequisites
- Steps to Enable Modules in Relationship Plans
- Functionality of the Setup Form - CSCUTILS
- Enable Relationship Plans - Setup Window
- Outcomes Window
- Defining an Alert
- Limitations
Frequently Asked Questions About Setting Up Relationship Plans
- Frequently Asked Questions About Relationship Plans
Relationship Plans' Predefined Data
- About the Predefined Expiring Contracts Relationship Plan
Service Security Predefined Data
- About This Appendix
- Predefined Functions
- Contact Center Functions
- Service Request Functions
- Standard Service Security Predefined Data
- Objects
- Object Functions
- Permission Sets
- Permissions
- Object Instance Sets for Restricted Access
- Object Instance Sets for Unrestricted Access
- Grants
Service Territory Qualifiers
- Service Qualifiers
User Interfaces in Contact Center and Service Request Module
- About the Service Request Window
- About the Note Details Window
- About the Create Contact Window
- About the Find Service Request and Find Installed Base Windows
- About the Find Service Requests Window
- About the Create Tasks from Template Group Window in Service Request
- About Choosing the Report Format
- About the Log and Notes Window
- About the Person Details Window
- About the Profile Window
- About the Customer Relationship Actions Window
- About The Contact Center
- About the Organization Details Window
- About the Customer Account Details Window
- About the Contact Preferences Window
- About the Identifying Address Window
- About the Party Site Contact Points Window
- About the Process Messages Window
- About the Notify Window
- About the Item Instance Window
- About the Find Item Instance Window
- About the Quick Task Window
- System Profile Options for Service Requests
- About the Contracts Window
- About the Task Details Window
- About the Create Tasks from Template Group Window in Contact Center
- About the Create Customer Window
- About the Edit Customer Window
- About the Customer Search Window
- About the Edit Contact Window
- About the Find Critically Overridden Customers Window
- About the Override Customer Criticality Window
- About the Nodes for UWQ SR Window
- About the Save Search Window
- About the Service Request Runtime Attribute Capture Window
- About the Maintenance Requirements Window
- About the Potential Duplicate Service Requests Window
- About the Quick Menu Window
- About the Copy Service Request Window
- About the Oracle Scripting Window
- About the Resource Availability Window
- About the Call Information Window
- About the Call Wrap Up Window
- About the Search Installed Base Window
- About the Incident Address Search Window
- About the Send Message Window
- About the View Message Window
- About the Review Kits Window
- About the Review Order Window
- About the Audit History Window
- About the Edit Address Window
- About the Edit Contact Window
- About the Fulfillment Request Window
- About the Service History Window
- About the Drilldown List Window
- About the Resource Availability Window
- About the Find Customer Information Window
- About the Relationship Plans Search Window
- About the Plans Summary Window
- About the Modify Plans Window
Index