This chapter covers the following topics:
This section describes the system requirements for Oracle One-to-One Fulfillment.
Topics include:
The Fulfillment Server processes the fulfillment requests that have been submitted by the business applications. All of the files required to use the Fulfillment Server are installed when Oracle Applications is installed. You can run the Fulfillment Server on the applications server. You can also run the Fulfillment Server from a separate computer that has access, by a network, to the Oracle Applications environment and database.
The Fulfillment Server sends fulfillment content to an output device. Output devices include email, fax, and print servers. In addition to the standard technology that is installed with Oracle Applications, the following technology is required to successfully implement Oracle One-to-One Fulfillment:
For email output, any outgoing email server that complies with SMTP (Simple Mail Transfer Protocol), for example, UNIX Sendmail
For fax or print output, Captaris RightFax Enterprise Server
See Integration Tasks for information about integrating Captaris RightFax Enterprise Server with Oracle One-to-One Fulfillment.
Mandatory dependencies are required for Oracle One-to-One Fulfillment to function. Oracle One-to-One Fulfillment relies on several products for data and functionality. The following products must be installed and implemented before you begin the implementation of Oracle One-to-One Fulfillment:
Oracle Marketing Encyclopedia System
Required for use with Oracle Collections, Oracle Lease Management, Oracle TeleSales, Oracle TeleService, Oracle Scripting, and Oracle Student System.
Required for use with Oracle Marketing.
Required for use with Oracle Marketing, Oracle Scripting, and Oracle TeleSales.
Oracle Human Resource Management System is used to create the employees (agents) that will use the business application to submit a fulfillment request. Fulfillment agent groups are created in the Oracle One-to-One Fulfillment administrative console and assigned to a Fulfillment Server.
For information about Oracle Human Resource Management System, see Implementing Oracle HRMS and Using Oracle HRMS - The Fundamentals.
Certain business applications require that employees also be resources. The Resource Manager module in Oracle Common Application Components is used to import employees from Oracle Human Resource Management System as resources. Fulfillment agent groups are created in the Oracle One-to-One Fulfillment administrative console and assigned to a Fulfillment Server.
For information about Oracle Common Application Components, see Oracle Common Application Components Implementation Guide and Oracle Common Application Components User Guide.
Oracle Customer Interaction History enables the creation of history records for fulfillment requests. You can use the Oracle One-to-One Fulfillment administrative console to set the interaction history outcomes and results for fulfillment requests that have been processed by the Fulfillment Server.
For information about Oracle Interaction History, see Oracle Interaction History Implementation Guide.
Oracle Marketing Encyclopedia System stores master documents and queries that are used to specify fulfillment content. The master documents and queries stored in Oracle Marketing Encyclopedia System are used by the following business applications:
Oracle Collections
Oracle Lease Management
Oracle TeleSales
Oracle TeleService
Oracle Scripting
Oracle Student System
The Oracle One-to-One Fulfillment administrative console provides an interface for
Creating master documents using a document editor and uploading those master documents to Oracle Marketing Encyclopedia System
Uploading externally created master documents to Oracle Marketing Encyclopedia System
Creating queries in Oracle Marketing Encyclopedia System
For information about Oracle Marketing Encyclopedia System, see the chapter Overview of Oracle Marketing Encyclopedia System in Oracle iSupport Implementation and Administration Guide.
Oracle Content Manager stores templates (similar to master documents in Oracle Marketing Encyclopedia System) and queries that are used to specify fulfillment content. The templates and queries stored in Oracle Content Manager are used by Oracle Marketing.
The Oracle One-to-One Fulfillment administrative console provides an interface for
Creating templates using a document editor and uploading those templates to Oracle Content Manager
Uploading externally created templates to Oracle Content Manager
Creating queries in Oracle Content Manager
For information about Oracle Content Manager, see Oracle Content Manager Implementation and Administration Guide.
Oracle Marketing is used to upload collateral items. Collateral may be included in fulfillment requests that are created using Oracle Marketing, Oracle Scripting, and Oracle TeleSales.
For more information, see Oracle Marketing Implementation Guide and Oracle Marketing User Guide.
Fulfillment requests originate from a business application. The following business applications integrate with Oracle One-to-One Fulfillment:
Oracle Collections is a debt recovery application. Agents use Oracle Collections to manage delinquent accounts and collect payments. Agents also use Oracle Collections to send correspondence, such as a request for payment or an account statement, to a party.
Oracle Collections uses Oracle One-to-One Fulfillment to process single or mass requests by email, fax, and print output channels. The content of the correspondence is stored in Oracle Marketing Encyclopedia System as reusable master documents. The master documents can be personalized using merge fields and queries.
Oracle Collections generates a fulfillment request when an automatic work item is generated or an agent chooses to send a master document. Oracle Collections also records the status of the fulfillment request in Oracle Customer Interaction History.
For information about Oracle Collections, see Oracle Collections Implementation Guide and Oracle Collections User Guide.
Oracle Lease Management is a asset management application. Agents use Oracle Lease Management to manage the leases for assets. Agents also use Oracle Lease Management to send correspondence, such as the terms of a lease, to a party.
Oracle Lease Management uses Oracle One-to-One Fulfillment to process single requests by email. The content of the correspondence is stored in Oracle Marketing Encyclopedia System as reusable master documents. The master documents can be personalized using merge fields and queries.
Oracle Lease Management generates a fulfillment request when an agent chooses to send a master document. Oracle Lease Management also records the status of the fulfillment request in Oracle Customer Interaction History.
For information about Oracle Lease Management, see Oracle Lease Management Implementation Guide and Oracle Lease Management User's Guide.
Oracle Marketing is a campaign management application. Marketing professionals use Oracle Marketing to define, execute, and monitor marketing campaigns. Marketing professionals also use Oracle Marketing to send correspondence, such as an offer, to marketing targets.
Oracle Marketing uses Oracle One-to-One Fulfillment to process single or mass requests by email. The content of the correspondence is stored in Oracle Content Manager as reusable template (similar to master documents in Oracle Marketing Encyclopedia System). The templates can be personalized using merge fields and queries. Collateral items (also called deliverables) are uploaded using Oracle Marketing.
Oracle Marketing generates a fulfillment request when a user chooses to send a template. Oracle Marketing also records the status of the fulfillment request in Oracle Customer Interaction History.
For information about Oracle Marketing, see Oracle Marketing Implementation Guide and Oracle Marketing User Guide.
Oracle Scripting is a script and survey management application. Survey administrators use Oracle Scripting to define, execute, and monitor surveys. Survey administrators also use Oracle Scripting to send correspondence, such as invitations and reminders, to survey targets.
Oracle Scripting uses Oracle One-to-One Fulfillment to process mass requests by email. The content of the correspondence is stored in Oracle Marketing Encyclopedia System as reusable master documents. The master documents can be personalized using merge fields and queries. Optional collateral items (also called deliverables) are uploaded using Oracle Marketing.
Oracle Scripting generates a fulfillment request when the survey campaign is deployed. Oracle Scripting also records the status of the fulfillment request in Oracle Customer Interaction History.
For information about Oracle Scripting, see Oracle Scripting Implementation Guide and Oracle Scripting User Guide.
Oracle Student System is a student information management application. School officials use Oracle Student System to manage the entire life cycle of a student from inquiry through graduation. School officials also use Oracle Student System to send correspondence, such as a notifications and statements, to a party.
Oracle Student System uses Oracle One-to-One Fulfillment to process single or mass requests by email, fax, and print output channels. The content of the correspondence is stored in Oracle Marketing Encyclopedia System as reusable master documents. The master documents can be personalized by using merge fields and queries.
Oracle Student System uses concurrent processes to generate a fulfillment requests. Oracle Student System also records the status of the fulfillment request in Oracle Customer Interaction History.
For information about Oracle Collections, see Oracle Student System Implementation Guide and Oracle Student System User's Guide.
Oracle TeleSales is a contact management application. Agents use Oracle TeleSales to manage inbound telesales and outbound telemarketing. Agents also use Oracle TeleSales to send correspondence, such as cover letters or collateral items, to a party.
Oracle TeleSales uses Oracle One-to-One Fulfillment to process single requests by email, fax, and print output channels. The content of the correspondence is stored in Oracle Marketing Encyclopedia System as reusable master documents. The master documents can be personalized using merge fields and queries. Collateral items (also called deliverables) are uploaded using Oracle Marketing.
Oracle TeleSales generates a fulfillment request when an agent chooses to send a master document or an electronic collateral item. Oracle TeleSales also records the status of the fulfillment request in Oracle Customer Interaction History.
For information about Oracle Collections, see Oracle TeleSales Implementation Guide and Oracle TeleSales User Guide.
Oracle TeleService is a problem tracking application. Agents use Oracle TeleService to manage service requests. Agents also use Oracle TeleService to send correspondence, such as a status, to a party.
Oracle TeleService uses Oracle One-to-One Fulfillment to process single requests by email. The content of the correspondence is stored in Oracle Marketing Encyclopedia System as reusable master documents. The master documents can be personalized using merge fields and queries. Seeded templates are used to join master documents and collateral item in a single package.
Oracle TeleService generates a fulfillment request when an agent chooses to send a template. Oracle TeleService also records the status of the fulfillment request in Oracle Customer Interaction History.
For information about Oracle Collections, see Oracle TeleService Implementation Guide and Oracle TeleService User Guide.
Conditional dependencies provide desired functionality to Oracle One-to-One Fulfillment but are not required for Oracle One-to-One Fulfillment to function.
The following conditional dependencies apply to Oracle Interaction Center:
Oracle Marketing can be used to allow parties to set their contact channels. The Unsubscribe option in the Fulfillment Server configuration causes the Fulfillment Server to insert a hypertext link into the content of email that will allow email recipients to modify their contact preferences.
For email requests, the outgoing email contains an embedded URL to a Web page. The URL leads to the Contact Preferences page in Oracle Marketing Online. The Contact Preferences page allows the recipient to set contact channels.
Note: Oracle Marketing is required to upload collateral items. Collateral may be included in fulfillment request that are created using Oracle Marketing, Oracle Scripting, and Oracle TeleSales.
The latest product documentation is available on My Oracle Support.
To install Oracle One-to-One Fulfillment, you must use Oracle E-Business Suite Rapid Install.
The Rapid Install is intended for customers who are installing Oracle E-Business Suite for the first time or upgrading it. It contains the family packs or product minipacks for all products in Oracle applications. The Rapid Install is provided on CD-ROMs and is available from Oracle Store at http://oraclestore.oracle.com.
For information about installing Oracle Applications using Rapid Install, see Oracle E-Business Suite Installation Guide: Using Rapid Install.
This section includes the following topics:
An application user is an authorized user of Oracle Applications who is uniquely identified by a user name. After the user account has been defined, the application user can sign on to Oracle Applications at the CRM Home Page, Personal Home Page, or Forms login.
Note: Oracle Applications is installed with a system-defined user name and password.
User name: sysadmin
Password: sysadmin
To sign on to Oracle Applications, application users enter a user name and a password. The password, which is assigned by the system administrator, is temporary. When application users sign on for the first time, they receive a prompt to change the password. Access to specific functionality and data are determined by the responsibilities assigned to the user account.
A system administrator assigns one or more responsibilities to an application user. A responsibility is a level of authority that allows a user to access specific functionality and data in Oracle Applications. Oracle Applications is installed with predefined responsibilities. A system administrator can modify a predefined responsibility or create custom responsibilities.
The following table describes the predefined responsibilities that are used to implement Oracle One-to-One Fulfillment.
In the Forms interface, if an application user has only one responsibility, then the related menu or application (if there is only one function in the menu) appears after the user signs on. If an application user has more than one responsibility, then a list of available responsibilities appears after the user signs on. To switch responsibilities, choose Switch Responsibility from the File menu.
In the HTML interface, an application user must select a default responsibility (even if the user has only one responsibility). The next time the application user signs on, the tabs related to the default responsibility appear. To switch responsibilities, go to Navigation Preferences in your profile (Profile icon). In the Switch Responsibilities section, select another responsibility from the Current Responsibility list.