This chapter covers the following topics:
Implement Oracle One-to-One Fulfillment in the sequence outlined in the following table. The Number column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility that is required to complete the step.
| Step | Required | Description | Responsibility |
|---|---|---|---|
| 1 | Required | Create an Oracle One-to-One Fulfillment administrator. Use this user account to perform the remaining steps. See: "Defining an Administrator" |
System Administrator |
| 2 | For Collections, Lease Management, Marketing, Scripting, Student System, TeleSales, and TeleService | Add email output channels. | One-to-One Fulfillment Administrator |
| 3 | Required | Set up profile options. See: "Fulfillment Profile Options" |
System Administrator |
| 4 | Required | Create agent users for the business application. See the implementation guide of the business application. |
Varies |
| 5 | Required | Create a fulfillment agent group.
|
One-to-One Fulfillment Administrator |
| 6 | For Marketing, and TeleSales (Optional for Scripting) | Create collateral items and upload them using Oracle Marketing. See: Oracle Marketing User Guide |
Oracle Marketing Administrator |
| 7 | For Collections, Lease Management, Scripting, Student Systems, TeleSales, and TeleService | Create master documents and upload them into Oracle Marketing Encyclopedia System. See: "Managing Oracle Marketing Encyclopedia System Master Documents" |
One-to-One Fulfillment Administrator |
| 8 | For dynamic content in MES master documents | Create a query in Oracle Marketing Encyclopedia System. See: "Managing Oracle Marketing Encyclopedia System Queries" |
One-to-One Fulfillment Administrator |
| 9 | For TeleService, and Scripting (Survey component) | Create a template.
|
One-to-One Fulfillment Administrator |
| 10 | For dynamic content in OCM templates | Create a query in Oracle Content Manager. | One-to-One Fulfillment Administrator |
| 11 | For RightFax fax and print output channels | Integrate Captaris RightFax with Oracle One-to-One Fulfillment. See: "Integrating with Captaris RightFax" |
Not applicable |
| 12 | For Marketing | Upload content blocks and images. | |
| 13 | For Marketing | Create a content type. | |
| 14 | For Marketing | Create a cover letter and select and upload attachments. See: "Creating Cover Letters" |
|
| 15 | For Pasta (Oracle) print output | Set up Pasta XPDF. |
Related Topics
Do the procedures in the following table to create a user account for administering Oracle One-to-One Fulfillment. The Step column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility required to complete the step.
| Step | Required? | Description | Responsibility |
|---|---|---|---|
| 1 | Yes | Create an Oracle Applications user account and assign responsibilities. See: "Creating an Administrator User Account" |
System Administration |
| 2 | Yes | Assign the JTF_FM_ADMIN role to the user account. See: "Assigning a Role to a User Account" |
CRM HTML Administration |
Use the following procedure to create a user account for administering Oracle One-to-One Fulfillment.
Self-Service Login URL
System Administrator
None
In the Navigator window, on the Functions tab, choose Security > User > Define.
The User window appears.
Use the following guidelines to define Oracle Applications user names:
Use only one word.
Use only alphanumeric characters ('A' through 'Z', and '0' through '9').
Use only the set of characters that your operating system supports for filenames.
In the User Name field, enter the name of the user.
The password is temporary. When a user signs on to Oracle Applications for the first time, the message "Your password has expired" appears and the user is prompted to set a new password.
Use the following guidelines to define Oracle Applications passwords:
Use at least five characters and no more than 100 characters.
Use only alphanumeric characters (A through Z, and 0 through 9).
In the Password field, enter the password for the user account and then press Tab.
The cursor remains in the Password field.
Enter the password again to verify it.
To use this account to submit concurrent programs for Oracle One-to-One Fulfillment, select an employee from the Person field to associate with this user account.
In the Responsibilities tab, add the following responsibilities:
One-to-One Fulfillment Administrator
Fulfillment Test Harness
After you save the user record, it is not possible to delete an assigned responsibility. Oracle Applications maintain audit data for assigned responsibilities.
To deactivate an assigned responsibility, set the effective end date (in the Effective Dates - To field) of the assigned responsibility to the current date. To activate an assigned responsibility, clear or reset the effective end date.
From the File menu, choose Save.
You may close the Users window.
The JTF_FM_ADMIN role provides access to the tabs in the Oracle One-to-One Fulfillment administration console. You need the JTF_FM_ADMIN role in addition to the One-to-One Fulfillment Administrator responsibility. See Creating an Administrator User Account for information about assigning a responsibility to a user account.
Use the following procedure to assign the JTF_FM_ADMIN role to a user account.
HTML Login URL
CRM HTML Administration
The CRM HTML Administration user must have the following roles:
JTF_FM_ADMIN, to assign the role to another user
Click the Users tab > Registration sub tab.
Click the User Maintenance side panel link.
The Users page appears.
In the Enter Search Criteria fields, select Username, enter the user name, and then click Go.
The matching user names appear.
Click a user name link.
The User Details page appears.
Click Roles.
The User-Role Mapping page appears.
Move JTF_FM_ADMIN from the Available Roles list to the Assigned Roles list.
Click Update.
The User-Role Mapping page refreshes.
To use Oracle One-to-One Fulfillment, agents must be defined as "users" and assigned to a Fulfillment agent group. Use the Forms application to do define an agent in the following sequence:
Create an employee.
Create an application user, and assign Responsibilities to the user.
Create a Resource. A Resource is required to record data in Interaction History.
You can create an employee in two ways:
"Creating an Employee in Oracle Human Resource Management Systems"
"Creating an Employee in Resource Manager"
Note: If your system has Oracle Human Resource Management (HRMS), then you must use it create employees. If your system does not have Oracle HRMS, then use the Oracle Resource Manager to create employees.
Use this procedure to create an employee in Oracle Human Resource Management Systems.
Self-Service Login URL
System Administrator
Create at least one administrator.
In the Navigator window on the Functions tab, select People > Enter and Maintain.
The Find Person window appears.
Click New.
The People window appears.
In the Last field, type the employee's last name.
From the Gender list, select Male or Female.
From the Type list, select Employee.
Other fields may be required, depending on the requirements of your business.
Select File > Save.
If Oracle Human Resource Manager is not installed on your system, then use the following procedure to create an employee. This procedure populates the same database tables as the People window in Oracle Human Resource Management Systems.
Self-Service Login URL
System Administrator
Create at least one administrator.
In the Navigator window on the Functions tab, select Maintain Employee > Employee.
The Find Person window appears.
Click New.
The People window appears.
In the Last field, type the employee's last name.
From the Gender list, select Male or Female.
From the Type list, select Employee.
Other fields may be required, depending on the requirements of your business.
Select File > Save.
Use the following procedure to create a user account for agents who will use Oracle Applications.
Self-Service Login URL
System Administrator
Create an employee. See "Creating an Employee".
In the Navigator window, on the Functions tab, choose Security > User > Define.
The User window appears.
Use the following guidelines to define Oracle Applications user names:
Use only one word.
Use only alphanumeric characters ('A' through 'Z', and '0' through '9').
Use only the set of characters that your operating system supports for filenames.
In the User Name field, enter the name of the user.
The password is temporary. When a user signs on to Oracle Applications for the first time, the message “Your password has expired” appears and the user is prompted to set a new password.
Use the following guidelines to define Oracle Applications passwords:
Use at least five characters and no more than 100 characters.
Use only alphanumeric characters (A through Z, and 0 through 9).
In the Password field, enter the password for the user account and then press Tab.
The cursor remains in the Password field.
Enter the password again to verify it.
To use this account to submit concurrent programs for Oracle One-to-One Fulfillment, select an employee from the Person field to associate with this user account.
In the Responsibilities tab, assign the appropriate responsibilities for the eBusiness Suite Applications that the agent will use. No specific Fulfillment Responsibility is required.
After you save the user record, it is not possible to delete an assigned responsibility. Oracle Applications maintain audit data for assigned responsibilities.
To deactivate an assigned responsibility, set the effective end date (in the Effective Dates - To field) of the assigned responsibility to the current date. To activate an assigned responsibility, clear or reset the effective end date.
From the File menu, choose Save.
You may close the Users window.
A resource is required to record data in Interaction History. Use the following procedure to create a resource for an employee.
Self-Service Login URL
System Administrator
Create the employee. See Creating an Employee.
In the Navigator window on the Functions tab, select Maintain Resources > Import Resources.
The Selection Criteria window appears.
From the Resource Category list, select Employee.
Enter any available selection criteria, such as the name of the employee.
Click Search.
The Search Results lists the names of all employees who match the search criteria.
Clear the Select option of any listed employees for whom you do not want to create a resource.
Click Create Resource.
The Default Values window appears. Optionally, you can add or modify this information later.
To accept the defaults, click OK.
The Selected Resources window appears. The Comments field indicates whether the resource is a new record, a duplicate record, or a duplicate record with a new role definition. The Select options are selected automatically.
Clear the Select options of any employees whom you do not want to save as a resource.
Click Save Resources.
A transaction number appears in the Transaction Number field. The transaction number is associated with each resource that was created during this transaction. More than one resource can have the same transaction number.
To view the details about a resource, select the resource and then click Details.
The Resource window appears.
Verify the following information:
The name of the resource in the Name field.
The name of the employee in the Source Name field.
The user name in the User Name field.
Assign any roles and groups that the eBusiness Application may require. Fulfillment agents do not require specific roles and groups.
Use the Server sub tab to configure Fulfillment Servers and output servers.
You can perform the following tasks:
Use this procedure to create and configure a Fulfillment Server.
HTML Login URL
One-to-One Fulfillment Administrator
Install and implement a fulfillment output server.
Select the Server tab.
The Servers page appears.
Click Create.
The Server Details page appears.
Enter the details about the server.
In the Server Name field, type a name for the server.
The name will appear in the list of servers on the Servers page. You cannot change this field after the server is saved.
Optionally, from the Start Time lists, select the hour and minute for the Fulfillment Server to start polling the fulfillment request queues in the database. It does not physically start the server. If running, the server will continue to process retrieved fulfillment requests even when it is not polling the database.
Optionally, from the Shutdown Time lists, select the hour and minute of the time at which the Fulfillment Server stops polling the fulfillment request queues in the database. It does not physically stop the server. If running, the server will continue to process retrieved fulfillment requests even when it is not polling the database.
Optionally, in the Description field, enter a description of the server.
This field is for informational purposes only.
In the Interaction History group, select the outcome and result that will be recorded in Oracle Interaction History for fulfillment requests processed by the server.
From the Request Outcome list, select the outcome that you want to associated with a fulfillment request that has been retrieved from the request queue by the Fulfillment Server.
From the Request Success Result list, select the result that you want to associate with a fulfillment request that has been successfully processed by the Fulfillment Server.
From the Request Failure Result list, select the result that you want to associate with a fulfillment request that has not been successfully processed by the Fulfillment Server.
Click Continue.
To define an email server, see Defining an Email Server.
To send fulfillment items by email, set the email server profiles for the Fulfillment Server and assign one or more email servers to the Fulfillment Server.
HTML Login URL
One-to-One Fulfillment Administrator
Set the email server profiles for the Fulfillment Server.
If you want the Fulfillment Server to insert a hypertext link into the email content that will allow recipients to access their contact preferences in Oracle Marketing, then select Unsubscribe.
Enter the HTML Unsubscribe text and URL. This text and link will appear at the end of the HTML-format email message.
Enter the Text Unsubscribe text and URL. This text and link will appear at the end of the text-format email message.
If you want the Fulfillment Server to track statistics for email requests, then select Track Email.
Enter the email Tracking URL. This is the URL of the JSP that tracks opened email messages.
In the Return Address field, type the "reply to" email address that will be used in the email messages sent by this email server.
The business application can override this address by providing a reply email address, otherwise the Fulfillment Server will use this address. If the recipient replies to the email, then the reply will be sent to this address.
In the From Address field, type the originating email address for emails processed using the Fulfillment Server.
The business application can override this address by providing an originating email address, otherwise the Fulfillment Server will use this address.
This value in this field, preceded by the value in the Display Name field (see next step), will appear in the From field in the email.
In the Display Name field, type the name that you want to precede the From Address field value in the From field of emails processed using the Fulfillment server.
In the Summary of Email Server area, click Add Email Server.
The Create Email Server page appears.
In the Email Server Name field, type a descriptive name for the email server.
This name will appear in the list of email servers on the Email Servers page. You cannot change this field after the definition is saved.
In the Outgoing Mail Server field, type the name of the SMTP server.
This is the host name of the SMTP server.
In the Port Number field, type the port number that the Fulfillment Server will use to communicate with the email server.
Optionally, in the Description field, type a description of the email server.
This field is for informational purposes only.
To enable the bounceback email feature, in the Bounceback Management group, enter the following parameters:
Enable Bounceback: Select to enable bounceback processing.
IMAP Host: Type the IMAP Host Name.
IMAP Port: Type the IMAP Port Number.
Account Name: Type the name of the bounceback email account.
Account Password: Type the bounceback account password.
Run Frequency: Type the frequency with which the process should repeatedly check for bounceback messages in the email account, and then from the list select the frequency in Hours or Minutes.
Return Path: Type the email address to send the bounceback notices. The Return Path overrides the default return path.
Click Continue.
To define a fax server, see Defining a Fax Server.
To send fulfillment items by fax, assign one or more fax servers to the Fulfillment Server.
Note: Oracle One-to-One Fulfillment supports only Captaris RightFax for fax server output.
HTML Login URL
One-to-One Fulfillment Administrator
Set the email server profiles for the Fulfillment Server.
Click Add Fax Server.
The Create Fax Server page appears.
In the Fax Server Name field, type a descriptive name for the fax server (for example, Fax 4th Fl Room 1234).
This name will appear in the list of fax servers on the Fax Servers page. You cannot change this field after the definition is saved.
In the Fax Server field, type the server name (for example, //faxserver.domainname.com).
In the Prefix field, type the prefix number that must be dialed before the fax number is dialed (for example, 9).
In the Return Fax Number field, type the fax number that should be used for return faxes.
Optionally, in the Description field, type a description of the fax server
This field is for informational purposes only.
Click Continue.
The Printers page appears.
To send fulfillment items by printer, assign one or more print servers to the Fulfillment Server. Do one of the following:
To add an available print server, see Adding an Available Print Server.
To create a new print server, see Creating a New Print Server for RightFax Printing.
Use the following procedure to add an existing print server to the Fulfillment Server.
HTML Login URL
One-to-One Fulfillment Administrator
Set the email server profiles for the Fulfillment Server.
In the Print Servers page, from the Available Print Servers list, select a print server.
Click Add Print Server.
The page refreshes. The selected print server appears in the list of print servers.
Click Update to save.
Click Done.
Use the following procedure to create a new print server and add it to the Fulfillment Server.
HTML Login URL
One-to-One Fulfillment Administrator
Set the email server profiles for the Fulfillment Server.
In the Print Servers page, click Create New Print Server.
The Create Print Server page appears.
In the Print Server Name field, type a descriptive name for the print server (for example, RightFax Server).
This name will appear in the list of print servers on the Printers page. It can be different from the actual printer name or alias. You cannot change this field after the definition is saved.
In the Connection String field, for a RightFax Print Server, enter the RightFax server's URL.
From the Server Type list, select RightFax.
Click Apply.
The Print Servers page appears.
Use the following procedures to implement a server for Oracle One-to-One Fulfillment.
The remote command script allows you to interact with the Fulfillment Server without the need to maintain the original command prompt used to start the server. When you want to issue a command, you type the name of the remote command script and the command.
The Fulfillment Server is configured in the startup script to monitor a port for remote commands. The port is specified in both the startup script for the server and the remote command script. The remote command script runs on the same computer as the Fulfillment Server or on a computer that is on the same network as the Fulfillment Server.
When a command is sent through the remote command script, the computer that issued the command waits for a response and terminates activity after it receives the response. To prevent unnecessary workload for the Fulfillment Server, the computer that issues the remote command only retains a connection to the Fulfillment Server for the duration of the remote command.
Use the following procedure to create a remote command script and operate a running Fulfillment Server by remote command.
Not applicable
Not Applicable
Identify an available port for sending commands to the Fulfillment Server by the startup script. The port must be specified in the remote command script and the startup script. For assistance, contact your Oracle Applications system administrator or database administrator.
Stop (use the server parameter "kill") the Fulfillment Server if it is running.
Use a text editor, such as Microsoft Notepad, to add the engine.CommandPort parameter to the startup script.
The engine.CommandPort flag is used to identify the port number, on the computer that is hosting the Fulfillment Server, that the Fulfillment Server will monitor for remote commands.
In a UNIX startup script, add:
-Dengine.CommandPort=<port_number> /
-Dengine.CommandPort=<port_number>
Use a text editor to create a separate text file that will act as the remote command script.
Every remote command script must have, at a minimum, the following:
Reference to the executable Java class that runs the Remote Monitor, an internal monitor in the Fulfillment Server
A port for sending commands to the Fulfillment Server
Optionally, if the remote command script will reside on a computer other than the computer that is hosting the Fulfillment Server, then you must also specify the name of the computer.
See Guidelines for more information.
Note: Always check for syntax errors, such as misspellings and extra spaces.
If the remote command script is for UNIX (a shell script), save the file with a *.sh extension.
If the remote command script is for DOS (a batch file), save the file with a *.bat extension.
Start the Fulfillment Server (run the startup script).
At a different command prompt, send a command using the remote command script.
For example, enter: <remote_command_script_name> <command>
Verify that the Fulfillment Server received the command.
The following is an example of a UNIX shell script for issuing commands to a Fulfillment Server that is running in the background.
#!/bin/csh
java oracle.apps.jtf.fm.engine.remote.RemoteCommand -port <port_number> [-host <remote_hostname>] $*
The following is an example of a DOS batch file for issuing commands to a Fulfillment Server that is running in the background.
java oracle.apps.jtf.fm.engine.remote.RemoteCommand -port <port_number> [-host <remote_hostname>] %*
The value of the port parameter must match the value of the engine.CommandPort parameter in the startup script. If the remote command script is on a computer other than the computer that is hosting the Fulfillment Server, then specify the name of the computer in the host parameter.
The remote command also works from a command prompt with the following command:
java oracle.apps.jtf.fm.engine.remote.RemoteCommand -port <port_number> [-host <remote hostname>] <command>