Welcome to Release 12.2 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.
About the User Interface Images in This 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.
How to Use This Guide
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.
Online Documentation
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.
See Related Information Sources for more Oracle Applications product information.
For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.
Oracle customer access to and use of Oracle support services will be pursuant to the terms and conditions specified in their Oracle order for the applicable services.
Guides Related to All Products
Oracle E-Business Suite User's Guide
This guide explains how to navigate, enter and query data, and run concurrent requests using the user interface (UI) of Oracle E-Business Suite. It includes information on setting preferences and customizing the UI. In addition, this guide describes accessibility features and keyboard shortcuts for Oracle E-Business Suite.
Oracle E-Business Suite Concepts
This book is intended for all those planning to deploy Oracle E-Business Suite Release 12.2, 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.
Oracle E-Business Suite User Interface Standards for Forms-Based Products
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.
Oracle E-Business Suite Developer's Guide
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.
Oracle Alert User's Guide
This guide explains how to define periodic and event alerts to monitor the status of your Oracle E-Business Suite data.
Guides Related to This Product
Oracle Advanced Inbound Telephony Implementation Guide
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 Implementation Guide
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.
Oracle Common Application Calendar Implementation Guide
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 Implementation Guide
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.
Oracle Depot Repair Implementation Guide
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 Implementation Guide
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.
Oracle Field Service Implementation Guide
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.
Oracle Inventory User's Guide
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 Implementation and Administration Guide
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 Implementation and Administration Guide
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 User's Guide
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 Implementation Guide
Oracle One-to-One Fulfillment provides Oracle E-Business Suite applications with a centralized mechanism for compiling and distributing information to customers. Oracle 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.
Oracle Receivables User Guide
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.
Oracle Scripting Developer's Guide
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.
Oracle Scripting Implementation Guide
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 User Guide
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.
Oracle Service Contracts Implementation Guide
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 User Guide
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.
Oracle Territory Manager Implementation Guide
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.
Oracle Trading Community Architecture Administration Guide
This guide enables you to define entities in the TCA Registry, create relationships, search, prevent duplication, and control access. In addition, 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 User Guide
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 Implementation Guide
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.
Installation and System Administration
Oracle E-Business Suite CRM System Administrator's Guide
This guide describes how to implement the CRM Technology Foundation (JTT) and use its System Administrator Console.
Oracle E-Business Suite Maintenance Guide
This guide contains information about the strategies, tasks, and troubleshooting activities that can be used to help ensure an Oracle E-Business Suite system keeps running smoothly, together with a comprehensive description of the relevant tools and utilities. It also describes how to patch a system, with recommendations for optimizing typical patching operations and reducing downtime.
Oracle E-Business Suite Security Guide
This guide contains information on a comprehensive range of security-related topics, including access control, user management, function security, data security, and auditing. It also describes how Oracle E-Business Suite can be integrated into a single sign-on environment.
Oracle E-Business Suite Setup Guide
This guide contains information on system configuration tasks that are carried out either after installation or whenever there is a significant change to the system. The activities described include defining concurrent programs and managers, enabling Oracle Applications Manager features, and setting up printers and online help.
Other Implementation Documentation
Oracle E-Business Suite Diagnostics User's Guide
This guide contains information on implementing, administering, and developing diagnostics tests in the Oracle E-Business Diagnostics framework.
Oracle E-Business Suite Integrated SOA Gateway User's Guide
This guide describes how users can browse and view the integration interface definitions and services that reside in Oracle Integration Repository.
Oracle E-Business Suite Integrated SOA Gateway Implementation Guide
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.
Training and Support
Training: 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.
Support: 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.
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 Oracle 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.
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.