This chapter covers the following topics:
Oracle TeleSales is an application designed for telesales agents, and provides a set of tools to manage the sales cycle, from prospects to booked orders. The E-Business Center within Oracle TeleSales offers a cross-application desktop for all Oracle call center applications, and provides elements of Service and Collections for an comprehensive customer view. Oracle TeleSales is part of the Oracle E-Business Suite, an integrated set of applications.
You use four main windows to do most of your work in Oracle TeleSales. These windows can be launched from the Navigator:
Universal Work Queue
Use this window to display a list of your open leads, opportunities, quotes, marketing lists, and daily tasks. You can perform tasks in the Action section of the window, such as updating an opportunity. The work queue also serves as an access point for the rest of the application. Select a lead you want to view and edit, for example, click the Get Work button, and the lead opens up in the Lead Center window.
eBusiness Center
Use as the central work area for Oracle TeleSales when you are on the phone with your customer.
Use it to create and manage customer records, to send out collateral, enroll your customers in events, and launch the Oracle Quoting - Forms or Oracle Order Management windows to prepare quotes and orders.
The eBusiness Center also enables you to quickly enter basic information for leads and opportunities.
Lead Center
Use the Lead Center to manage the details of a specific lead. You can use this window to create new leads or to add more detail to leads you have created using the eBusiness Center.
Opportunity Center
Use the Opportunity Center to create and manage individual opportunities until they close. This includes managing the sales team and partners for the opportunity. You can use this window for such tasks as entering purchase interests, forecast dates, partners, and sales credits for the sales team and any partners for the opportunity.
Oracle TeleSales includes the following key features:
Customer Management
Lead Management
Opportunity Management
Proposal Management
Event Registration and Collateral Fulfillment
Forecast Management
Quote and Order Management
Inbound and Outbound Calling through CTI
Personal Productivity using Calendar, Notes, and Tasks
Sales Contact Management
Service Management
Install Base Management
Collections Management
Oracle TeleSales integrates with the following modules:
Oracle Collections
The eBusiness Center provides a view of delinquency information and the ability to open the Collections window to view details.
Oracle Contracts
The eBusiness Center provides a view of contract information and a drill down to a contract.
Oracle Install Base
Oracle Install Base provides install base information for the party in the eBusiness Center.
Oracle Interaction Center
Oracle Interaction Center provides inbound and outbound call routing, predictive dialing, work queue, and call scripting functionality.
Oracle iStore
Oracle iStore provides interactive selling on the web.
Oracle Marketing
Oracle Marketing provides a true closed-loop marketing solution from campaign to cash. It is also needed for event registration and collateral fulfillment.
Oracle Order Management
Oracle Order Management provides the ability to view existing orders and create new orders.
Oracle Quoting
Oracle Quoting provides the ability to create quotes.
Oracle Proposals
Oracle Proposals provides the ability to create quotes.
Oracle Sales
Oracle Sales provides visibility into the sales cycle, enabling sales representatives to manage effective selling activities.
Oracle TeleService
Oracle TeleService provides service request management for resolving customer issues. It enables agents to receive automatic alerts about customers through the use of Relationship Plans. Using this functionality, the eBusiness Center provides a view of a party's service requests and the ability to view details for a service request.
Oracle Receivables
Oracle Receivables manages day–to–day Accounts Receivable operations, including receipt–related tasks, invoices, debit memos, credit memos, on–account credits, chargebacks, adjustments, collections, and bills receivable.
Oracle Territory Manager
Oracle Territory Management assigns business objects (customers, opportunities, and leads, for example) to resources based on configured business rules.
Oracle Trading Community Architecture
Oracle Trading Community Architecture (TCA) is a data model that enables the management of information about the parties, or customers, who belong to the commercial community, including organizations, locations, and the network of hierarchical relationships among them.
The eBusiness Center is divided into four functional areas:
Header
The header displays basic customer information. Although you can enter basic information about the party here, most of the entries are done in the tabs.
The Party Type drop-down list determines what type of customer information you can view and enter.
The Next Call icon ends your interaction and wrap-up automatically using default values and takes your next call.
Profile
This region, located to the right of the header, gives key information about the organization, consumer, or organizational contact you select using the View Details drop-down list. The information in the Profile region comes from the tabs. This region is folder-enabled. This means that you can customize the presentation of data using standard Oracle Folder tools.
View Details Drop-Down List
Selecting one of the items in the list determines what information appears in the tabs and the behavior Customer Site. For example, if you select the name of the person and enter a phone number in the Address/Phone tab, then this phone number is stored in the database linked to the party of Person (consumer).
If you enter the same phone number after selecting the name of the person and the organization, then this number is linked to the Party Relationship party in the database and is not visible when you are looking at the phone numbers for the party of Person.
The account that appears in View Details is the account selected in the header.
The behavior of Customer Site is also determined by what you select in View Details. Customer Site displays all the sites that are associated to a Party Relationship, Organization, or Person, based on what you select in View Details.
By default, Customer Site displays the identifying address existing for the party type selected in View Details. If an identifying address does not exist for the party type selected in View Details, then Customer Site is empty by default, but you can search and add other associated addresses.
Note: Customer Site is visible only when you are in the Dashboard tab.
For example, if the header displays information on Jack Jones, the purchasing manager for the ABC Company, then the list contains the party types you can view and edit using the tabs:
You can select:
Jack Jones: To enter and view information that pertains to Jack Jones, the party type Person. This includes all personal information as well as any purchases he makes as a consumer.
Customer Site displays list of all available active and inactive addresses of Jack Jones. Jock Jones’ identifying address is shown by default.
View By in the Dashboard tab displays Jack Jones’ name, address, and the account number.
ABC Company: To enter and view all information about the ABC Company, the party type organization. This includes organizational details as well as all leads, opportunities, quotes, and orders. Leads, quotes, and orders are tied to the organization and not the contact.
Customer Site displays list of all available active and inactive addresses of ABC Company. ABC Company’s identifying address is shown by default.
View By in the Dashboard tab displays ABC Company’s name, address, and the account number.
Jack Jones -- ABC Company: To view and enter phone numbers, addresses and other information for Jack Jones when he acts in his capacity as employee of the ABC Company (party type of Party Relationship).
Customer Site displays list of all active and inactive addresses of the party relationship. Party relationship’s identifying address is shown by default.
ABC Company -- 1000: To view interactions for the party owning the account.
Customer Site is not displayed when you select account.
If party type is Organization, then View By displays ABC Company’s name, address, and the account number.
If party type is Person, then View By displays Jack Jones’ name, address, and the account number.
If party type is Party Relationship, then View By displays ABC Company and the account number.
Tabs for Entering Transactions and Details About the Customer
Use the tabs to enter and manage detailed information on the customer displayed in the header. How the information you enter here is stored in the database depends on the View Details choice you selected.
The eBusiness Center is your central work area.
Responsibilities enable you to access more than one operating unit at a time, so you can perform business tasks for entities across all accessible operating units while logged in under a single given responsibility. This enables you to perform tasks for any of the operating units to which you have access, such adding products to a lead or an opportunity.
Responsibility
TeleSales Agent
TeleSales Manager
Telemarketing Agent
Responsibilities enable you to access more than one operating unit at a time, so you can perform business tasks for entities across all accessible operating units while logged in under a single given responsibility. This enables you to perform tasks for any of the operating units to which you have access, such adding products to a lead or an opportunity.
Use this procedure to access work assigned to you from your work queue. There are two Universal Work Queue windows available, one with the queue listed on one side of the window, and the other with the choices in a cascading menu. For more information about using the work queue, see Oracle Universal Work Queue documentation.
Responsibility
TeleSales Agent
TeleSales Manager
Telemarketing Agent
Steps
Choose Universal Work Queue from the Navigator or click the Work Queue button from the toolbar. The button shows an icon of a miniature wall calendar.
The Universal Work Queue window appears.
Select the category of tasks you want to view. For example, selecting My Leads (Owner) displays all leads you own in a list.
Click one or more items and the work panel changes according to what you selected.
Double-click an item you want to work on or select it and click the Get Work icon.
The item launches in the appropriate section of the application.
For example, double-clicking a lead launches that lead in the Lead Center.
If your business has more than one operating unit or organization, responsibilities enable you to access more than one operating unit at a time. This means that you can access multiple operating units while logged in under a single responsibility. This enables you to perform many business tasks (such as adding products to leads or opportunities) across any of the operating units to which you have access.
In Oracle TeleSales, multi-organization access enables you to perform the following:
Add products that belong to accessible operating units to leads and opportunities.
List all quotes in the At a Glance window and Universal Work Queue, and access details of quotes that belong to all operating units to which you have access.
Search for quotes by operating unit. Also, the ability to view lists of all quotes and orders in search results, and view details of the quotes and orders as restricted by accessible operating units. Search results for collateral are fully restricted by accessible operating units.
List all quotes and orders in the eBusiness Center Dashboard, and access details of quotes and orders that belong to accessible operating units.
Send collateral items belonging to all accessible operating units.
Enroll customers in events with collateral belonging to any of your accessible operating units.
View account sites and account relationships across all accessible operating units.
View orders across all accessible operating units.
View collections across all accessible operating units.
View lists of all sales contracts, blanket sales agreements, and service contracts, and access details of only those contracts that belong to accessible operating units.
View lease contracts restricted by accessible operating units.
View Universal Search results for all operating units for orders and quotes, with display of details restricted based on access.
Your system administrator will perform internal settings that affect new account sites and new account relationships. If you attempt to create a new account site or a new account relationship and these internal settings have not been made, you will receive these error messages and should contact your system administrator:
For account site:
You will not be able to create the Account Site since your default operating unit has not been set or has been set to a value that is not valid. Please contact your System Administrator.
For account relationship:
You will not be able to create the Account Relationship since your default operating unit has not been set or has been set to a value that is not valid. Please contact your System Administrator.
System settings can also affect event collateral in the multi-operating unit environment. Contact your system administrator if you get this error message when attempting to select event collateral:
The collateral associated with the selected event does not belong to your accessible operating unit(s). Please select a different event.
You can launch reports directly from the Navigator. The reports open in a separate window. See Oracle Sales User Guide for more information.
If you have been assigned to multiple sales groups in your organization, then you must choose a role each time you log into the application or launch the eBusiness Center. Roles determine your access to information. You can have multiple roles and switch sales groups at any time by making a selection from the Tools menu.
Prerequisites
Steps
If you have just logged into the application, then the Choose Role and Group window appears automatically.
If you want to switch roles while working in the application, launch the Choose Role and Group window by choosing Change Role from the Tools menu.
Use the Role List of Values (LOV) to choose a role.
If your role type is TeleSales, Sales, or Partner Relationship Management, then choose your sales related group from the LOV.
Click OK.
The eBusiness Center is available. Only users who are members of a sales group are able to access the Leads and Opportunities tabs. Non-sales users can create and update customer records.
If you are accessing the eBusiness Center as a salesperson, then the group usages for your sales group must include Sales or TeleSales.
The Quick Menu provides a fast way to open windows from all applications. Your administrator can determine what appears in the Quick Menu. You can open the Quick Menu from the Navigate To menu.