Implementation Tasks for Oracle TeleSales

This chapter covers the following topics:

Setting Up Organizations

Responsibility

US HRMS Manager

Navigation

HRMS Setup > Organization

Organizations are the basic work structure of an enterprise. They represent the functional management or reporting groups which exist within a business group, and control how financial transactions are posted. Set up organizations in Oracle HRMS to record the physical locations of your employees and all the departments in your enterprise. You must define at least one organization for your company. However, since an organization is seeded out-of-the-box, this step becomes optional. Although there are several different types of organizations, each of which require specific set up steps, the full functionality of the applications might not be available until this step is complete.

Organizations can also help you set up security for your sales applications. For example, you can attach responsibilities with different levels of security to the different operating units you set up as organizations. Any individuals employed in those units automatically inherit that responsibility.

For more information about security, refer to "Setting Up Users, Security, and Reporting Hierarchy".

Setting Up the Customer Model

The customer model is used by sales representatives to track information about their customers, prospects, and contacts. Information such as phone numbers and addresses, as well as customer and contact profile information, and a history of transactions and interactions are tracked in the customer model. The customer model is designed to work with the Oracle Trading Community Architecture (TCA). TCA holds a single customer record which is used across all modules in the E-Business Suite.

Add new customer categories for use when creating new customers by following the instructions in the "Customers" chapter of the Oracle Receivables User Guide.

Setting Up Data Quality Management

Data quality management is part of the customer model that works with the Oracle Trading Community Architecture (TCA).

This feature includes Smart Search and duplicate prevention. Smart Search is used when performing a search for an object. Duplicate prevention uses matching rules to determine whether the object being created is a duplicate of an existing object. The matching process uses transformation rules to take an object and turn it into a matchable entity. After the transformation rules are performed, the application tells the user if the object is a possible duplicate.

To set up Smart Search:

Duplicate prevention is available for the Quick Search for organization, person, and party relationship, but not for Expanded Search. In TeleSales duplicate prevention is used for the fields Organization Name, First Name, and Last Name. To set up duplicate prevention you must:

Note: Data Quality Management security ensures the display and access only of records within a user's territory.

Setting up Relationships

Responsibility

Trading Community Manager

Navigation

Trading Community > Administration > Relationships

Oracle sales applications come configured to capture both business and personal relationships between any parties in the database and between outside parties and your internal organizations.

Refer to the Oracle Trading Community Architecture Administration Guide for details.

Setting Up Customer Classifications

Responsibility

Trading Community Manager

Navigation

Trading Community > Administration > Classifications

Oracle Sales applications use the seeded general and industrial classifications that are set up in Oracle Trading Community Architecture. These classifications are based on lists of government-generated classifications for types of businesses, and are listed in the Classifications Tab on the Customer Update page. Refer to the Oracle Trading Community Architecture Administration Guide for details.

Note: You can create general classifications to use in addition to the provided classifications.

Setting Up Global Address Formatting

To ensure that your customer quotes and invoices include the proper tax information, you must set up addresses in Oracle Receivables under the Receivables Manager responsibility.

You must complete the steps in the "Flexible Address" section of the "Customers" chapter of the Oracle Receivables User Guide. The differences between the Oracle Receivables setups and the setup for sales applications are outlined below.

It is important to confirm that you have set up each country that you are doing business with to ensure that the proper address format can be used.

Use the following procedure to map address styles.

Responsibility

Oracle Sales Administrator

Navigation

Receivables Manager > Countries

Steps

  1. Search for the countries that you want to set up using the Query/Enter Query/Run method.

  2. Use the Address Style LOV to select the address style for each country.

  3. Click Save on the toolbar.

Differences Between Oracle Receivables and Oracle TeleSales Setups

This section covers the differences between the setup required by Oracle TeleSales and those you must perform that are described the Oracle Receivables User Guide.

Validating Addresses

The address validation checks for valid addresses when a user creates or updates an address. If the address is not valid, Oracle TeleSales prompts the user to provide a valid address.

Responsibility

System Administrator

Navigation

Oracle Sales Setup > System Profiles

Set the profile option OS: Perform Address Validation to Yes, and set HZ: Address Validation Level for Application to Error (the value Warning is not supported for Oracle TeleSales).

Note: The profile OS: Default Address Style is set to POSTAL_ADDR_US by default.

Creating Employees

Employees using Oracle TeleSales must be defined as a resources and application users. This includes employees, partners, and partner contacts.

Users who are employees must also be defined in Oracle HRMS as employees. Enter Employee in the Category field. Employee records can then be converted into resources, each of which must be assigned a role and a group in order to access the Sales applications.

The navigation paths for creating employees are different depending on whether you have a full license to Oracle HRMS or a shared license.

If you have the full installation of Oracle Human Resources, a module of Oracle HRMS, you must use HR and perform this step under the HRMS Manager responsibility.

With Full Oracle HRMS License

If you are setting up employees in Oracle HRMS, then you must log in under a separate responsibility.

Responsibility

US HRMS Manager

If Oracle HRMS is not installed, use the CRM Resource Manager responsibility to create the employee.

Navigation

People > Enter and Maintain

Steps

  1. Create an employee using this form. Use Employee as the category.

  2. Click Save.

  3. Additionally, click Address to enter an address.

  4. Click Save.

Setting Up Users, Security, and Reporting Hierarchy

Setting up users, security, and reporting hierarchy are all part of setting up the resources needed for the application. In this section you import the employees you have set up from Oracle Human Resources (HRMS), set them up as users, and define the roles, groups, and set profile options that control access to customer, lead, and opportunity information.

This topic gives you an overview of the factors that affect security and user setup for sales applications and then gives you detail on each setup step.

Steps

Follow these steps to set up users, security, and reporting hierarchy.

  1. Replicate the reporting hierarchy within your sales organization using Resource Groups in Resource Manager. This determines how forecasting of opportunity information is aggregated. See Defining Resource Groups.

  2. Create customer responsibilities. See Defining Responsibilities.

  3. Set up employees as user of your application. See Setting Up Employees as Users.

  4. Import the employees you have created, give them a role, and assign them to the resource groups you have created. See Importing Employees and Assigning Roles and Resource Groups.

  5. Set up the system profile options which, in combination with the resource groups and roles, determine what information employees can view and modify.

Factors That Affect Security

The ability to access, view, and update customer, lead, and opportunity information is determined by a combination of settings.

Responsibilities determine the menus and functions that are available to users within that responsibility. The Resource Manager setup of roles, groups, and hierarchies determines how opportunities are rolled up for reports and forecasting within the CRM sales family.

Sales teams can be built for either a consumer (a party of type Person) or an organization. A sales team is a set of salespersons who have been assigned manually or automatically using Territory Manager. The ability to access, view, or update a particular customer can be based on sales team membership.

Within sales applications, there are three main Roles: Administrator, Manager, and Agent/Representative. Roles further categorize the user's access to information.

A Resource Group is a set of employees within your organization. Groups can be organized into hierarchies that mirror the reporting structure of your sales organization.

Responsibilities

Responsibilities enable users to access only those functions that are appropriate to their positions within a company. Responsibilities are associated with a menu, a hierarchical arrangement of application functions that define the range of functionality that is available to that responsibility. You can assign one or more responsibilities to each user.

Responsibilities enable users to access more than one operating unit at a time, so users can perform business tasks for entities across all accessible operating units while logged in under a single given responsibility. This enables users to perform tasks for any of the operating units to which they have access, such adding products to a lead or an opportunity. To enable new opportunities and orders to be accessed using the multiple operating unit functionality, you must set the profile options MO: Default Operating Unit and MO: Security Profile with valid values. See the Oracle E-Business Suite Multiple Organizations Implementation Guide for details on enabling Oracle TeleSales users to access multiple operating units while logged in using a single responsibility.

Roles

Within sales applications, there are three main roles: Administrator, Manager, and Agent/Representative. Use Resource Manager to assign at least one role to every sales employee.

Although roles and responsibilities can often have the same name, they perform different functions. Responsibilities are a general feature of all Oracle applications and control what features of the application a user can access. By contrast, roles control what customer, lead, and opportunity information users can view and modify.

Here are the available roles as delivered with the application without modification to any profiles:

The level of access that these roles provide is dependent on the setting of profiles OS: Customer Access Privilege, OS: Sales Lead Access Privilege, and OS: Opportunity Access Privilege. These profiles can override any restrictions based on roles.

Resource Groups

A group is a set of employees within your organization. Groups can be organized into hierarchies that mirror the reporting structure of your sales organization. The hierarchy that you build determines the following:

For example, an employee with the role of Manager that is assigned to a group in the hierarchy has access to customer, lead, and opportunity information created by individuals in that group and in subordinate groups.

Employees with the Sales Administrator role can be given the same access to information as Managers by setting the system profile option OS: Sales Admin Update Access set to Update data. A setting of Inherit data means the administrator can update the same customers, leads, and opportunities as the manager's subordinates.

Territory Manager and Sales Team Assignment

Territory Manager assigns customers, leads, and opportunities to sales employees based on configurable business rules. A sales team is a group of sales users who have been assigned manually or automatically using Territory Manager. A Territory Administrator creates territories within the structure of a territory hierarchy. The Territory Administrator then enables the territory definitions. After completing these steps, you run a concurrent program with Territory Manager to assign the group of employees to a particular business object.

System Profile Options

System Profile Options determine the level of access provided by sales teams, groups, and roles. Some profile options determine whether certain roles have the ability to create new customers, leads, and opportunities. Other profile options determine whether certain roles can update specific lead and opportunity attributes.

There are seven categories of security related system profile options:

General Access Privilege: These profile options determine how each of the three roles (Administrator, Manager, and Agent/Representative) can view, create, and update.

Creation: These profile options determine whether a particular user can create a new organization, person, or contact.

Creation of Opportunities and Leads: This profile option determines whether a user can create opportunities and leads for all customers or only for those customers that the user can access.

Ownership Change: These profile options determine whether a user can change the owner of a lead or opportunity.

Internal Partner and Competitor Visibility: These profile options enable users to view the partners and competitors of their internal organization whether or not they are granted access to the partner or competitor information with other profile options.

Sales Admin Update / Manager Update: These profile options increase the access of the sales administrator role and manager role. Employees with the sales administrator role can access the same information as employees with the manager role. Alternatively, employees with the sales administrator role can update the same customers, leads, and opportunities as the manager's subordinates.

Customer Sales Teams

Sales teams can be built for either a consumer (a party of type Person) or an organization. A sales team is a group of sales users who have been assigned manually or automatically to a party using Territory Manager. The ability to access, view, or update a particular customer can be based on sales team membership.

For example, if you set OS: Customer Access Privilege to Full for a user or a group of users, then that user or group has access to all customer information. Those individuals are not added to the customer sales team.

If this system profile is set to Sales Team:

Setting OS: Customer Access Privilege to Prospecting gives the same update privileges as the Sales Team setting, but enables all users to view customer records even if they are not on the sales team. Customer sales teams permit the customer record creator or sales team member to select a role for each sales team member. Selecting the role of Account Manager gives a sales team member the ability to view all of the opportunities and leads for the customer.

Lead Sales Team

Sales teams can be built for a lead. A sales team is a group of sales users who have been assigned, manually or automatically, using Territory Manager. The ability to access, view, or update a particular lead can be based on sales team membership.

How a lead sales team controls access to information and the ability to modify it is determined by the setting of the profile option OS: Lead Access Privilege. If the setting of this profile is Full at the site level, then all employees can access and modify the lead.

Membership on the sales team and lead ownership become important when this profile is set to Sales Team:

The automatic lead assignment program uses the same territories as Territory Manager. It assigns the first person in the territory as the lead owner and the remaining people as sales team members.

Members of the lead sales team for a specific customer who are assigned the role of Account Manager can view all leads for that customer regardless who these leads are assigned to.

Setting OS: Lead Access Privilege to Prospecting gives the same update privileges as the Sales Team setting, but enables all users to view leads even if they are not on the sales team.

Opportunity Sales Team

Sales teams can be built for an opportunity. A sales team is a group of sales users who have been assigned, manually or automatically, using Territory Manager. The ability to access, view, or update a particular opportunity can be based on sales team membership.

How a sales team controls access to information and the ability to modify it is determined by the setting of the profile option OS: Opportunity Access Privilege.

For example, if you set this profile to Global Full for a particular user or group of users, then that user or group gains access to opportunities and can modify them. These individuals are not added to the opportunity sales team. If you set this profile to Org Full, users can access to all operating units under their security profile.

Membership on an opportunity sales team becomes important when OS: Opportunity Access Privilege is set to Sales Team. In this case:

Setting OS: Opportunity Access Privilege to Prospecting gives the same update privileges as the Sales Team setting, but enables all users to view opportunities even if they are not on the sales team.

Effects of Security Related Profile Options

This section describes the effect of different settings on access to customer (organization and person), opportunity, and lead information.

Access to Customer Information

The following table describes the effect of different settings on access to customer information. A customer can be either a consumer (party type of Person) or an organization. This table is organized by the different settings of the profile option OS: Customer Access Privilege.

OS: Customer Access Privilege Who Can View Who Can Create Who Can Update
Full Employees with any role can view all customers. Employees with Manager, Agent, and Representative roles can create customers.
The Administrator role cannot create customers.		 Employees with any role can update all customers.
Prospecting Employees with any role can view all customers. Employees with Manager, Agent, and Representative roles can create customers.
The Administrator role cannot create customers.		 Employees with any role can update customer information provided they are on the sales team with Full access.)
Employees with the Manager role can access customer information for their subordinates. If OS: Manager Update Access is set to Update data, then the managers can update any customer information their subordinates can view. If this system profile is set to Inherit data, then the managers can only update information their subordinates can update.
Sales Team Employees with any role can view customer information if they are on the sales team. Employees with Manager and Agent or Representative roles can create customers.
The Administrator role cannot create customers.		 Employees with all roles can update customer information provided they are on the sales team.
Employees with the Manager role can access customer information for their subordinates. If OS: Manager Update Access is set to Update data, then the managers can update any customer information their subordinates can view. If this system profile is set to Inherit data, then the managers can only update information their subordinates can update.
The OS: Enable Customer LOV Security profile option restricts the customers to opportunity creation only when OS: Customer Access Privilege is set to Sales Team. In this case, the user needs at least read-only access to the customer (through the sales team directly, or through the reporting hierarchy).

The following table describes the effect of different settings for the profile listed.

OS: Create Organization Privilege Who Can Create
Yes (default) User with Manager or Representative roles can create organizations. Administrator role cannot create.
No User cannot create organizations.

The following table describes the effect of different settings for the profile listed.

OS: Create Person Privilege Who Can Create
Yes (default) User with Manager or Representative roles can create people. Administrator role cannot create.
No User cannot create people.

The following table describes the effect of different settings for the profile listed.

OS: Create Contact Relationship Privilege Who Can Create
Yes (default) User with Manager or Representative roles can create contact relationships. Administrator role cannot create.
No User cannot create organizations.

Access to Opportunity Information

The following table shows the different levels of access to opportunity information depending on a variety of system profile settings and role assignments. This table is organized by the different settings of the profile option OS: Opportunity Access Privilege as this profile option has the most impact on access to opportunity data.

The following table assumes that the profile OS: Enable Customer LOV Security is set to Yes. If this profile is set to No, then all users can create opportunities for any customer and retain the ability to update the opportunities they have created.

OS: Opportunity Access Privilege Who Can View Who Can Create Who Can Update
Org Full (Full access by security profile setting) Employees with any role can view opportunities for all operating units to which they have access according to security profile settings.
All can view any opportunity where they are on the sales team.		 Employees with the Manager and Agent or Representative roles can create an opportunity provided they are on the sales team for the opportunity customer.
Administrator roles cannot create opportunities.		 Employees with any of the three Resource Manager roles can update opportunities accessible from their HR organization.
All can update opportunities when they are on the sales team and have the Full Access box selected.
Global Full All employees with any role. Employees with the Manager and Agent or Representative roles can create an opportunity provided they are on the sales team for the opportunity customer.
Administrator roles cannot create opportunities.		 All employees with any role.
Prospecting All employees with any role. Employees with the Manager and Agent or Representative roles can create an opportunity provided they are on the sales team for the opportunity customer.
Administrator roles cannot create opportunities.		 Employees with the Agent or Representative role can update the opportunity provided they are on the sales team with the Full Access box selected.
Employees with the role of Manager and the OS: Manager Update Access set to Update data can update the opportunities accessible to subordinates. A setting of Inherit data means they inherit the view and update privileges of their subordinates.
Sales Team Employees with the role of Agent or Representative can view an opportunity only when they are on the sales team.
Employees with the Manager or Administrator roles can view the opportunity regardless of whether or not they are on the sales team provided a subordinate is on the sales team.
Employees on the customer's sales team who have been assigned the role of Account Manager can view the opportunity regardless of whether they are on the opportunity sales team or not.		 Employees with the role of Agent or Representative can create the opportunity only when they are on the sales team and the Full Access box is selected Employees with any role can update an opportunity provided they are on the opportunity sales team.
Employees with the role of Manager and the OS: Manager Update Access set to Update data can update the opportunities accessible to subordinates. A setting of Inherit data means they inherit the view and update privileges of their subordinates.
The OS: Enable Customer LOV Security profile option restricts the customers to opportunity creation only when OS: Customer Access Privilege is set to Sales Team. In this case, the user needs at least read-only access to the customer (through the sales team directly, or through the reporting hierarchy).

The following table describes the effect of different settings for the profile listed.

OS: Privilege to Change Opportunity Owner Applies to Description
Yes Opportunity Current owner and person with this profile set to Yes can change opportunity owner.
No (default) Opportunity Current owner and person with this profile set to No cannot change opportunity owner.

Access to Sales Leads

The following table shows the different levels of access to lead information depending on a variety of system profile settings and role assignments. This table is organized by the different settings of the profile option OS: Lead Access Privilege as this profile option has the biggest impact on access to lead data.

This table also assumes that the profile OS: Enable Customer LOV Security is set to Yes. If this profile is set to No, then all users can create leads for any customer and retain the ability to update the leads they have created.

There is a lead sales team in addition to a lead owner. The security for leads is similar to opportunities except that there is no Org Full (Full access by HR organization) setting for OS: Lead Access Privilege.

Lead sales teams are different from opportunity sales teams in that:

The following table describes the effect of different settings for the profile options.

OS: Lead Access Privilege Who Can View Who Can Create Who Can Update
Full All employees with any role. Employees with the Manager, Agent, and Representative roles can create a lead provided they are on the sales team for the customer.
Administrator roles cannot create leads.		 All employees with any role.
Prospecting All employees with any role. Employees with the Manager, Agent, and Representative roles can create a lead provided they are on the sales team for the customer.
Administrator roles cannot create leads.		 Employees with the Agent or Representative role can update the lead provided they are on the sales team with the Full Access box selected.
Employees with the role of Manager and the OS: Manager Update Access set to Update data can update the leads accessible to subordinates. A setting of Inherit data means they inherit the view and update privileges of their subordinates.
Sales Team Employees with the Manager, Agent, and Representative roles can view a lead only when they are on the sales team.
Employees with the Manager or Administrator roles can view the lead regardless of whether or not they are on the sales team provided a subordinate is on the sales team.
Employees on the customer sales team who have been assigned the role of Account Manager can view the lead regardless of whether they are on the lead sales team or not.		 Employees with the role of Agent or Representative can create the lead only when they are on the sales team and the Full Access box is selected. Employees with any role can update the lead provided they are on the lead sales team.
Employees with the role of Manager and the OS: Manager Update Access set to Update data can update the leads accessible to their subordinates. A setting of Inherit data means they inherit the view and update privileges of their subordinates.

The following table describes the effect of different settings for the profile listed.

OS: Privilege to Change Lead Owner Applies to Description
Yes Leads Current owner and person with this profile set to Yes can change lead owner.
No (default) Leads Current owner and person with this profile set to No cannot change lead owner.

Access to Contact Information, Notes, Tasks, and Interactions

Access to contact information is based on a combination of customer and opportunity access. Access to tasks, notes, interactions, and attachments is based on customer, lead, or opportunity view access. For example, if you have view access to an opportunity, then you have access to the notes for that opportunity.

Similarly, if a user cannot update the organization or person, then they cannot update the addresses of the organization or person.

Access by Managers and Administrators

These profile options increase the access of the sales administrator role and manager role.

The following table describes the effect of different settings for the profile options.

OS: Sales Admin Update Access Who Can Update
Inherit
Update
Read/View (default)		 An employee with the Administrator role (as defined in the Resource Manager) can access the same records as the manager of the group they are assigned to. Groups are also set up in Resource Manager.
There are three types of access:
Inherit data: Administrators inherit the access privileges of the group manager. This means they can update the same customers and opportunities as the manager's subordinates.
Update data: The administrator can update the same data as the manager of the group.
View Data: Administrators can only view the data created by the manager's subordinates.

The following table describes the effect of different settings for the profile listed.

OS: Manager Update Access Who Can Update
Inherit
Update
Read/View (default)		 This profile option sets the level of access for sales team members with the role of Manager to update information for their subordinates in the sales organization. This system profile applies only to individuals granted the Sales Team access privilege in OS: Opportunity Access Privilege.
This profile has three possible settings:
Inherit data: Inherit access privilege from subordinate.
Update data: Update.
View data: View data only

Refer to the Oracle E-Business Suite Setup Guide for additional information about the effects of profile option settings.

Sample Security Setups

Imagine that your sales organization consists of two sales representatives: Sue Pierce and George Ramos. Ms. Pierce is also Mr. Ramos's manager.

As Ms. Pierce is both a manager and a sales representative, you assign her both the TeleSales Manager and TeleSales Agent responsibilities. Mr. Ramos is not a manager so he gets only the TeleSales Agent responsibility.

Using Resource Manager, you assign the TeleSales Manager and TeleSales Agent roles to Ms. Pierce and the TeleSales Agent role to Mr. Ramos. As there is only one level of reporting hierarchy in this sales organization, you create only one group, Global Sales, with both sales representatives.

If you have an employee with the role of TeleSales Manager in a group, then that person automatically becomes the manager of the other employees in the same group. If you have set up a hierarchy of groups, that manager is also the manager of the employees lower in the group hierarchy. You can assign only one individual with the role of TeleSales Manager per group.

The responsibilities, roles, and groups set up the basic framework for your security and reporting implementation. The two following examples illustrate how different system profile option settings affect access of employees to data.

Case 1: Full Access for Managers; Restricted Access for Sales Representatives

Suppose you want sales managers to be able to access all leads, opportunities, and customer records, but you want sales agents to be restricted to accessing only information within the sales territories you have set up with the Territory Manager module.

To accomplish this, you can set up the two responsibilities TeleSales Manager and TeleSales Agent with different levels of access.

To do so, you set the profiles options OS: Customer Access Privilege, OS: Lead Access Privilege, and OS: Opportunity Access Privilege at the responsibility level. The TeleSales Manager responsibility is set to Global Full. The TeleSales Agent responsibility is set to Sales Team.

When Sue Pierce logs into the application and selects the TeleSales Manager responsibility, she is granted the rights to view and modify all customer, lead, and opportunity data.

The setting of these three profile options to Full overrides all other settings. It does not matter what group and role Ms. Pierce chooses or what the setting for the system profile option OS: Manager Update Access, Ms. Pierce still retains view and update access to all data.

By contrast Mr. Ramos's access is restricted. Mr. Ramos logs in and must choose the TeleSales Agent responsibility because that is the only one available to him. When he launches the eBusiness Center he must also select a sales group and role that determines how any opportunity he creates is reported to the managers in the sales group hierarchy. If Mr. Ramos is a member of just one sales group that selection is made for him automatically.

In the eBusiness center Mr. Ramos is restricted to viewing only those leads, opportunities, and customers where he is on the sales team. Presence on a customer lead team grants him automatic update privilege. But to be able to update leads he must be the lead owner or have the Full Access box selected next to his name on the list of team members. He can modify only those opportunities where he is on the sales team and has the Full Access box selected next to his name.

Case 2: Restricted Access for Both Managers and Sales Representatives

Suppose you want to restrict both sales managers and agents to accessing only those leads, opportunities, and customer records within their sales territories.

In this case you set system profile options OS: Customer Access Privilege, OS: Lead Access Privilege, and OS: Opportunity Access Privilege to Sales Team for both the TeleSales Manager and TeleSales Agent responsibilities.

Ms. Pierce logs into the application, selects the TeleSales Manager responsibility, and launches the eBusiness center. If she happens to be a member of multiple sales groups, Ms. Pierce selects the Global Sales group and TeleSales Manager Role. This determines how her opportunities and those of her subordinates are reported to her superiors.

Now Ms. Pierce can view only those customer, opportunity, and lead records where she is on the sales team. If she is on the customer sales team, she can automatically modify the customer record. For opportunities and leads, she can only update those records where she has the Full Access box selected next to her name. If she is designated as the owner of a lead, she can also reassign the lead to someone else.

But because she is a manager in the sales group, Ms. Pierce can also view all information Mr. Ramos can access. Her level of access can be increased by setting OS: Manager Update Access. A setting of Update data gives her rights to update Mr. Ramos's opportunities and customers even if he has view-only access. A setting of Inherit data gives her the ability to update only those opportunities and customers Mr. Ramos can.

Ms. Pierce or Mr. Ramos can be given special view privileges that override any restrictions for a specific customer. For example, by placing Ms. Pierce on the sales team for General Foods and assigning her the sales force role of Account Manager enables her to view all leads and opportunities for General Foods regardless of membership on sales teams.

Defining Resource Groups

Use this procedure to set up resource groups. Resource groups:

If you want managers to access customers, leads, and opportunities created by their subordinates, then you must set up a hierarchy of sales groups that mirrors your sales organization.

You can have multiple employees in one group. An employee in a group with the role of manager automatically becomes the manager of the other employees in that group and of the employees in the groups below in the hierarchy.

Note: You must not assign more than one employee with the role of Manager per group. Doing so affects reporting accuracy.

Responsibility

Oracle Sales Administrator

Navigation

CRM Foundation > Resource Manager > Maintain Resources > Groups

To search for a resource group

  1. Click Find on the application toolbar to open the Find Group window.

  2. Select a group name from the list of values in the Group Name field and click Find .

  3. Select a group name in the Results table.

To create a new group

  1. Enter a group name.

  2. Enter a brief description.

  3. Enter the effective dates for the group in the Start and End fields.

  4. Click Save on the toolbar.

    Note: To create a hierarchy of groups, start at the bottom or the top of the hierarchy. This facilitates linking each group to the parent group or to its child groups.

To add each group to the group hierarchy

  1. On the Parent Groups tab, enter the group, if any, that is above the current group in the group hierarchy.

    Note: You do not need to enter both parent and child groups. If you build your hierarchy by entering parent groups, then you need not enter child groups and vice versa. The missing groups are supplied by the application automatically.

  2. On the Child Groups tab, enter the groups that are below the current group in the group hierarchy.

  3. On the Usages tab, use the LOV to enter Sales and TeleSales. You must make this entry for the group to be recognized by the application.

  4. Click Save on the toolbar.

Changes in Resource Hierarchy

If groups change within your existing resource hierarchy, be sure to use Move Member in the Resource Manager to move group members before taking any other action, such as providing an end date for the group. After making resource hierarchy changes, sales representatives and sales managers might have to resubmit their forecasts.

Note: Do not end date a group member role to remove the member from a group hierarchy. Always use Move Member to move a group member out of a group and into a new group.

Here are resource hierarchy change scenarios and how to manage them:

Sales Representative Moves to Another Sales Group

  1. Move the sales representative using Move Member.

  2. Have the previous manager save his forecast worksheet and resubmit the forecast for his group.

  3. Have the sales representative and the new manager save their forecast worksheets and resubmit their forecasts.

All Members of a Sales Group Move to Another Sales Group

  1. Move all of the sales representatives using Move Member.

  2. Have the previous manager save his forecast worksheet and resubmit the forecast for the group.

  3. Move the sales manager using Move Member.

  4. End date the sales manager role for one sales manager, and give that manager a sales representative role.

  5. End date the old sales group after moving all of the members.

  6. Have the sales representatives and the new manager save their forecast worksheets and resubmit their forecasts.

Sales Manager Leaves - All Sales Representatives Move to a New Manager

  1. Move the sales representatives to the new manager's group using Move Member.

  2. End date the previous manager.

  3. Add the new manager to the old sales group.

  4. Have the new manager save the forecast worksheet and submit a forecast for the old sales group.

  5. End date the old sales group.

  6. Have the sales representatives save their forecast worksheets and resubmit their forecasts.

  7. Have the sales manager save his forecast worksheet and submit a forecast for his new group.

Related Topics

For more information on using Resource Manager see the Oracle Trading Community Architecture User Guide .

Defining Responsibilities

All Oracle applications products are installed with predefined responsibilities. These responsibilities are specific to the application that you are implementing.

Follow the instructions in the Oracle E-Business Suite Security Guide.

Responsibility

Oracle Sales Administrator

Navigation

CRM Foundation > Resource Manager

If you are creating a responsibility you must:

Steps

  1. Create a region similar to the application function security region, ASF_FUNC_SEC_REG, by copying it.

  2. Set up the value of FUNCTION_SECURITY_REGION profile to the region that you created for your application.

Setting Up Employees as Users

Use this procedure to set up individual employees as users for your sales application.

Responsibility

System Administrator

Navigation

Security > User > Define

Steps

  1. Enter a user name and password, and then reenter the password.

  2. Use the Person LOV to select the employee that will use the user name and password.

  3. Assign one or more responsibilities to the user. The available responsibilities are:

    • TeleSales Agent

    • TeleSales Marketing Agent

    • TeleSales Manager

    • TeleSales Administrator

  4. Click Save in the toolbar.

Importing Employees and Assigning Roles and Resource Groups

Use this procedure to import employees from Oracle HRMS. You must set up the employees in HRMS first.

Responsibility

Oracle Sales Administrator

Navigation

CRM Foundation > Resource Manager > Maintain Resources > Import Resources

Steps

  1. Select Employee from the Resource Category menu.

  2. If you are importing a single employee, then use the Name LOV. For groups of employees, search by job title, competency, or other search criteria.

  3. Click Search.

  4. Select the boxes for the employees you want to import as resources into your sales application. The next step assigns a single role to each of the selected resources.

  5. Click Create Resource.

  6. Use the Role LOV to select one of the available roles to assign to the resources.

    For Oracle TeleSales the available roles are:

    • TeleSales Administrator

    • TeleSales Manager

    • TeleSales Agent

  7. Click OK.

  8. If there are any employees on the list you do not want to receive this role, deselect their Select box.

  9. Click Save Resource. The Save Resource button grays out indicating that you have successfully imported the resources.

  10. To add additional roles to any of the employees perform the following steps. A TeleSales user must also have a Sales role type.

    1. Navigate to CRM Foundation > Resource Manager > Maintain Resources > Resources

    2. In the Find Resources window, click Find.

    3. Select the employee.

    4. Click Resource Details.

    5. Click New on the toolbar.

    6. On the Role tab, use the Role Type LOV to select Sales.

    7. Use the Role LOV to select the role.

    8. Add any additional role for this employee by repeating the above two steps.

    9. Click Save on the toolbar and close the Resource window.

  11. Assign sales groups to each employee and select the roles they are going to have in each. For each employee:

    1. Navigate to CRM Foundation > Resource Manager > Maintain Resources > Resources.

    2. In the Find Resources window, click Find.

    3. Select the employee.

    4. Click Resource Details.

    5. In the Groups region of the Groups tab, use the Name LOV to assign a group to the employee.

    6. In the Group Member Roles region, use the Name LOV to select one or more roles for this employee in the group.

    7. Click Save on the toolbar.

    8. Repeat the above three steps for each group to which you want to assign the employee.

While you can create custom roles, Oracle recommends that you use the seeded roles because they are tied to specific functionality in your sales application.

You can assign a resource to multiple groups, but a group can have only one manager. Having multiple managers in a group affects forecast rollups.

If managers create and manage their own opportunities, then you must assign them both as managers and members of the group. You can do this by giving the manager both manager and representative roles. For Oracle TeleSales, assign the TeleSales Manager and the TeleSales Agent roles.

Setting Up System Profile Options to Give Users Access

Use this procedure to give employees access to information by setting system profile options. These system profile options, in combination with the role and group each employee is assigned to, determine what information a user can view and modify.

Note: Security profile options give you a flexible way to set up data access privileges for your sales organization. However, it is possible to set profile options that create invalid data access rules in the application. For example, users with access to a customer's leads and opportunities must also have access to the customer information. You should not restrict customer access by setting OS: Customer Access Privilege to Sales Team while providing complete access to all opportunities by setting OS: Opportunity Access Privilege to Global Full. The application does not automatically check for this type of setting to make sure that it is valid. Then, run the concurrent program Setup Checking for Oracle Sales Application and view the error log to find these types of errors.

Responsibility

Oracle Sales Administrator

Navigation

Profiles > System

Steps

  1. Set the following profile options. For detailed information of available settings, see the table of system profile options listed in Appendix A and the explanation of lead security in Setting Up Users, Security, and Reporting Hierarchy.

    • OS: Customer Access Privilege

    • OS: Opportunity Access Privilege

    • OS: Lead Access Privilege

    • OS: Privilege to Change Lead Owner

    • OS: Manager Update Access

    • OS: Sales Admin Update Access

    • OS: Always Add Creator to Customer Sales Team

    • OS: Create Organization Privilege

    • OS: Create Person Privilege

    • OS: Create Contact Relationship Privilege

  2. To restrict sales application users to creating opportunities only for customers they can view set the profile option OS: Enable Customer LOV Security set to Yes.

    Setting this profile to No enables all users to create opportunities and sales leads for any customers. The users can update the opportunities and sales leads they have created.

  3. Under the Oracle Sales Administrator responsibility, navigate to Concurrent Requests > Run.

  4. Run the concurrent program Setup Checking for Oracle Sales Application. Enter No when the Parameters window prompts you with the question: "Only for 11i upgrade?".

    This concurrent program checks for any inconsistencies in the setting of access privilege system profiles. The program generates a log file with any errors, such as missing or invalid profile settings.

Setting Up Default User Role and Sales Group

You can set up a default user role and sales group for employees with multiple roles and sales groups. This makes it possible for users to use the application without having to select a role and group first. You can set up a default user role and sales group for each user with multiple groups and roles by setting the system profile options:

Setting Up Lead Management

Leads management is a Marketing module that enables users to capture, evaluate, and distribute leads for follow up. A lead is an expressed customer interest that a sales representative uses to determine whether there is potential for a sales opportunity. Leads track information such as the customer and contact, their budget and purchase time frame, and the products and services in which they are interested. The lead is ranked and given a status to assist the sales representative in determining the level of interest of the customer.

For information on setting up leads management, refer to the Oracle Leads Management Implementation and Administration Guide.

Importing Leads

Importing leads is optional. Use this functionality if you have leads to be imported from an external source or from Oracle Marketing Online.

Required fields to import successfully for Oracle TeleSales are:

While importing leads, data on customers, addresses, and contacts are also imported into the customer model (TCA) tables.

For information on importing leads, refer to the Oracle Leads Management Implementation and Administration Guide.

Setting Up Opportunities and Forecasting

Opportunities are created after leads are qualified and the sales representative has determined that there is sufficient potential for a sale to this customer. Opportunities track information such as customer product interest, competitors for the opportunity, potential close date, sales stage, and status. Opportunities can also have sales methodologies. The sales methodology has a predefined set of sales stages with an associated set of tasks for each stage. Sales methodologies are used to maintain a consistent processes and best practices during the sales cycle.

Forecasting is a quantitative tool used by sales organizations to estimate the amount of sales that the company can make in a specific time period, based on the opportunity pipeline. Forecasting is used by a sales representative within the sales hierarchy.

Setting up opportunities and forecasting consists of the following.

  1. Setting Up Opportunity Profiles

  2. Creating Win Probabilities

  3. Defining or Modifying Sales Stages

  4. Setting Up Sales Methodology

  5. Setting Up Opportunity Status

  6. Setting Up the Product Catalog

  7. Setting Up Plan Element Mapping

  8. Setting Up Forecast Categories

  9. Setting Up Forecast Defaults

Setting Up Opportunity Profiles

Opportunity classifications are governed by the following profiles.

Navigation

Profiles > System

Responsibility

Oracle Sales Administrator

The following listed opportunity profile options determine how Oracle TeleSales functions for opportunities. See System Profile Options for details.

Setting Up Data for Opportunity Aging By Status Report

  1. Set the profile option OS: Enable Tracking Opportunity History Data to Yes. This enables the opportunity history data to be captured and stored in the table AS_LEADS_LOG when an opportunity is created or updated. The default values is No.

  2. Set the profile option OS: Time Frame for Opportunity Logs to one of the following values: None or Day. The default value is None.

  3. Run the concurrent program Initial Load of Opportunity Log Tables. This program populates the existing opportunity data in the opportunity history table.

  4. Run the concurrent program Refresh of Opportunity Status Aging Summary Table. The data for "days in status" in the Opportunity Aging by Status report is based on the last time this concurrent program was run. Running this concurrent program enables users to collect the status history data for the report.

Creating Win Probabilities

Win probabilities represent the likelihood of an opportunity closing. You can use predefined win probabilities or define your own.

To create new win probabilities:

Notes

Setting Up Sales Stages

Sales stages represent the state of an opportunity or lead in the sales cycle. You can choose to use predefined sales stages or create your own.

To create a new sales stage:

Notes

Setting Up Sales Methodologies

Sales Methodologies are used to capture essential information throughout the sales cycle of leads and opportunities.

To set up a sales methodology:

Notes

Creating and Modifying Status Codes

Status codes are used to determine the status of a lead or opportunity.

Note: In order for an opportunity to be included in a forecast, the status code must be an Opportunity status and must be Forecastable. You cannot modify the Status Code name after you create the status code.

To create new status codes:

Notes

Setting Up the Product Catalog

All Sales products use the common product catalog in Oracle Product Hub to keep track of the product hierarchy. Set up your product catalog in Oracle Product Hub.

Steps

  1. A hierarchical catalog called Product is seeded for use by Sales and Marketing. You can either use this seeded catalog or create a new product hierarchical catalog with flex structure Product Categories. See the instructions in the Oracle Product Hub User's Guide for details.

  2. Create new product categories with the flex structure Product Categories.

  3. Add your created product categories to the product catalog, preserving the parent-child relationships.

  4. Set the following Sales and Marketing related attributes for each product category:

    • Include in Forecast: All product categories that can be forecasted against should have this flag set.

    • Expected Purchase: All product categories that sales reps can log opportunity or lead lines against should have this flag set.

    • Exclude From User View: Some product categories might be in the catalog for purely reporting and collection purposes. Such product categories should have this flag set. The product hierarchy presented to sales representatives will not include these categories. These categories can however be used by reporting tools.

  5. Attach the product catalog you created to the Product Reporting functional area.

  6. Using the Catalog Manager responsibility, run the concurrent request Load Catalog Hierarchy to make your categories visible to sales applications.

  7. If you are implementing Oracle Territory Manager, then set the system profile option Product Category Enabled to Yes.

Setting Up Plan Element Mapping

You must map interest types and codes to Plan Elements in Oracle Incentive Compensation so that sales users can estimate their commissions based on their submitted product category worksheet forecasts.

One Plan Element can be mapped to one or more interest type/primary interest code/secondary interest code.

Note: Plan element mapping is required for using Income Planner.

Login

Self Service

Responsibility

TeleSales Administrator

Navigation

TeleSales Administration > Sales > Sales Category > Plan Element Mapping

Steps

  1. To search for a plan element mapping:

    1. Enter the plan element.

    2. Select the mapping type from the drop down list.

    3. Click Search.

  2. To create a new plan element mapping:

    1. Select the first blank Plan Element field and select the plan element you want to map from the drop down list. This is a required field.

    2. From the second column, select the Mapping Type from the drop down list. This is a required field.

      • Map quota to primary interest code - if you want to map the plan element to a primary code.

      • Map quota to secondary interest code - if you want to map the plan element to a secondary code.

      • Map quota to interests type - if you want to map the plan element to an interest type.

    3. Depending on the value you have chosen in step 3 above, continue by choosing an interest type. This is a required field.

    4. Optionally, search for a Primary or Secondary Interest Code by entering the full or partial name, using % as a wildcard, and click Go.

  3. Click Update to save your work.

Setting Up Forecast Categories

Forecast categories enable users to designate the product or service families to be included in a forecast.

Forecast categories are comprised of product categories. Refer to Setting Up Forecast Category Mappings for more information.

Opportunities are only included in forecasts if the product category on the opportunity line is mapped to the forecast category selected for the forecast.

To set up forecast categories:

Notes

Setting Up Forecast Category Mappings

Forecast category mappings group together product categories for a specific forecast category. Typically, the highest level product category is mapped to the forecast category.

To add product categories to a particular forecast category:

Notes

Setting Up Forecast Defaults

When a salesperson enters an opportunity amount the forecast fields Best, Forecast, and Worst are calculated based upon the setting for the profile option ASN: Forecast Defaulting Type. The salesperson can enter values in these fields to overwrite the calculated amounts. However, the manually entered amounts are overwritten with newly calculated values if the salesperson enters a new value in the Amount field or changes the win probability. If the opportunity status is changed to a non-forecastable status, then the three fields are grayed out. When the status is changed back to a forecastable status, then the fields are calculated.

The following table shows the calculations used if the profile ASN: Forecast Defaulting Type is set to pipeline. The calculations are based on the opportunity status.

Forecast Amounts Based on Pipeline
Status Best Forecast Worst
Forecastable Status, Not Won Pipeline Amount Pipeline Amount mutliplied by Win Probability 0
Forecastable Status, Won Pipeline Amount Pipeline Amount Pipeline Amount
Not Forecastable Status Blank and not editable Blank and not editable Blank and not editable

The following table shows the calculations used if the profile ASN: Forecast Defaulting Type is set to win probability. The Win Probability field and the status for the opportunity line is used to determine the calculation for the Forecast fields default values.

Win Probability Ranges and Forecast Amounts
Status and Win Probability Range Best Forecast Worst
Forecastable, Not Won, Win Probability < 40% 0 0 0
Forecastable, Not Won, 40% <= Win Probability < 60% Pipeline Amount 0 0
Forecastable, Not Won, 60% < = Win Probability < 80% Pipeline Amount Pipeline Amount 0
Forecastable, Not Won, 80% < = Win Probability Pipeline Amount Pipeline Amount Pipeline Amount
Forecastable, Won, Win Probability is not applicable in this case Pipeline Amount Pipeline Amount Pipeline Amount
Not Forecastable, Win Probability is not applicable in this case Blank and not editable Blank and not editable Blank and not editable

Amounts for non-revenue sales credits are calculated in the same way as revenue sales credits. Any manual updates that you make to the Best, Forecast, and Worst amounts will override the values that result from any defaulting that has been set for your organization.

Non-Revenue Credit Type

Set the system profile option ASN: Default Non-Revenue Credit Type. This profile determines the default credit type used in the non-revenue table for non-revenue forecasting. The default values for this profile can be set by the user through the Sales Default Preferences. The values are based on sales credit types defined in Oracle Order Management.

Setting Up Multiple Currencies

The multiple currency features enable your organization to enter sales opportunities and forecasts in different currencies. Oracle TeleSales automatically converts to a single currency of your choice when summing up forecasts and opportunity purchases in the pipeline.

Your sales application calculates currency conversion for individual opportunity purchases based upon an estimate of the actual conversion rate for the date a sales person predicts that an opportunity will close.

The estimated conversion rate is called a pseudo-period rate because it is based on the currency conversion rate on a single day during the period. The application uses that one conversion rate for the whole period.

If a pseudo-period conversion rate is missing, then the program looks back in time to find a conversion rate. How far back is determined by setting the value of the profile OS: Maximum Roll Days for Converting Amount. If no rate is found within this period, then your application displays asterisks and a message that no rates were found. For example, if the profile is set to 365, then the concurrent program (Refresh Multi-Currency) looks for a conversion rate within the last 365 days. If you set the profile to zero, the conversion rates will synchronize.

Forecasting uses currency conversions in two places: to calculate the total forecast amounts at the bottom of the forecast window and to sum all forecasts from the sales person to obtain group forecasts. In both cases it uses the pseudo-period rates for the conversion. Forecasting calculates currency conversion based upon pseudo- period rates only.

If you are a manager or administrator, then on the forecast main page the currency is converted all the time. But, on the opportunity worksheet and the product category worksheet, currency amounts are not displayed as converted when you view a subordinate's forecast.

Setting up multiple currencies requires the following.

  1. Setting Up Currency Codes

  2. Setting Up Calendar Types

  3. Setting Up the Accounting Calendar

  4. Setting Up Type Mapping

  5. Setting Up Reporting Currency

  6. Entering GL Daily Conversion Rates

  7. Run Concurrent Programs

Setting Up Currency Codes

Forms Navigation

Application > Currency

Forms Responsibility

System Administrator

Steps

  1. Enter a code.

  2. Enter a name.

  3. Enter a description.

  4. Enter the issuing territory.

  5. Enter a symbol.

  6. Enter Precision.

  7. Enter Extended Precision.

  8. Enter the minimum accountable unit.

  9. Enter the currency derivation.

  10. Enter the effective dates.

  11. Select the Enabled box.

Setting Up Calendar Types

To set up calendar types:

Log in to Self Service applications with the General Ledger Super User responsibility. Navigate to General Ledger > Setup > Financials > Calendars > Types.

For information on setting up calendar types, refer to the Oracle General Ledger User Guide.

Setting Up the Accounting Calendar

To set up the accounting calendar:

Log in to Self Service applications with the General Ledger Super User responsibility. Navigate to General Ledger > Setup > Financials > Calendars > Accounting.

For information on setting up the accounting calendar, refer to the Oracle General Ledger User Guide.

Setting Up Period Type Mapping

To set up type mapping for period types for which pseudo period rates can be set:

Steps

  1. Log in to Oracle Sales with the Sales Administrator responsibility.

  2. Navigate to Globalization > Type Mapping.

  3. Select the same calendar you designated in the profile option OS: Forecast Calendar.

  4. In the first blank Period Type field, select a period type for which you want to set the conversion rates.

  5. Select the Conversion Type.

  6. Enter a description.

  7. Select the Updateable and Deletable boxes if you want to enable the currency conversion rates to be changed in the Pseudo Period Rates window.

Setting Up Reporting Currency

All opportunity and forecast currency conversions are based upon the reporting currency setups. All possible reporting currencies are listed in the Profiles > Preferences > User Currency.

Forms Navigation

Oracle Sales Setup > Lookup Codes > Sales

This path takes you to the Oracle Sales Lookup form.

Forms Responsibility

Oracle Sales Administrator

Steps

  1. Press the F11 key to enter query mode.

  2. Enter REPORTING_CURRENCY in the type field.

  3. Press Control and F11 at the same time.

    Currency codes display in the bottom region of the Form.

  4. Enter additional currency codes that you want available when an opportunity is created.

  5. Enter the effective dates.

  6. Make sure Enabled is selected.

  7. Save your work.

Entering GL Daily Conversion Rates

To search for and enter GL daily conversion rates:

Log in to Self Service applications with the General Ledger Super User responsibility. Navigate to General Ledger > Setup > Currencies > Rates > Daily.

For information on entering GL daily conversion rates, refer to the Oracle General Ledger User Guide.

Run Concurrent Programs for Multiple Currency

Forms Navigation

Concurrent Requests > Run

Forms Responsibility

Oracle Sales Administrator

Run the following concurrent programs.

For detailed instructions on running concurrent programs, refer to the Oracle E-Business Suite Setup Guide.

If you are using opportunity bins and forecast materialized views, run the following concurrent programs to refresh materialized views:

Setting Up Quoting

Sales applications rely on Oracle Quoting to manage orders and quotes. Oracle TeleSales uses the Forms-based interface. For details, see the Oracle Quoting Implementation Guide.

Setting Up Flexfields

The following table lists the flexfields used by TeleSales and the details about each flexfield. You must freeze and compile the flexfields using the Forms application after installation is complete. The procedures for freezing and compiling flexfields is located in the Oracle E-Business Suite Flexfields Guide.

Flexfield Name Title User Interface Location Context
Sensitive
ASF_USER_PREFERENCE ASF User Preference Organization/Person, Create/Detail Yes
Remit Address HZ Address Address Create/Detail (location information such as country, address1, state, or city) Used for Global Address Formatting. Yes
HZ_PARTIES Party Information Organization/Person, Create/Detail Yes
HZ_RELATIONSHIPS Party Relationship Information Relationship Create/Detail Yes
HZ_ORG_CONTACTS Organization Contact Information Relationship Create/Detail Yes
HZ_PARTY_SITES Party Site Information Address Create/Detail (Attributes section) Yes
AS_INTERESTS Interests Opportunity, Classifications No
AS_ACCESSES Accesses Opportunity/Organization/Person Sales Team No
AS_LEADS Opportunities Opportunity Create/Detail Yes
AS_SALES_LEADS Sales Leads    
AS_SALES_CREDITS Sales Credits Opportunity Sales Credits No
AS_LEAD_COMPETITORS Opportunity Competitors Opportunity Competitors No
AS_LEAD_CONTACTS Opportunity Contacts Opportunity Contacts No
AS_LEAD_LINES Opportunity Lines Opportunity Purchase Items No
AS_SALES_LEAD_LINES Sales Leads Lines Leads No
AS_SALES_LEAD_CONTACTS Sales Leads Contacts Leads No
AS_SALES_LEADS Sales Leads Leads Yes

Setting Up Notes

Responsibility

CRM Administrator

Navigation

Notes Setup

Steps

Users can create notes about the different objects in sales applications. You can to use the predefined note types or create your own.

For complete information on implementing and setting up Notes, refer to the Oracle Common Application Calendar Implementation Guide.

Setting Up Interaction Tracking

Responsibility

CRM Administrator

Navigation

Interaction History Administration

The Interaction History module provides the CRM suite with a common framework for capturing and accessing all interaction data associated with customer contacts. It acts as a central repository and provides a consistent API for tracking all customer interactions, whether or not automatic or involving an agent. It is crucial in providing the 360 degree view.

Refer to the Oracle Customer Interaction History Implementation Guide.

Setting Up Tasks

Responsibility

CRM Administrator

Navigation

Task and Escalation Manager

For complete information on implementing and setting up Tasks, refer to the Oracle Common Application Calendar Implementation Guide.

Setting Up Calendar

Responsibility

CRM Administrator

Navigation

Calendar Setup

For complete information on implementing and setting up Calendar, refer to the Oracle Common Application Calendar Implementation Guide.

Setting Up Fulfillment

You must implement fulfillment if you plan to deliver collateral using e-mail to customers and prospects.

Refer the Oracle One- to One Fulfillment Implementation Guide for information about setting up e-mail servers as well as the electronic collateral itself.

Setting Up Territories

Oracle Territory Manager consists of a repository of rules and an engine that automatically assigns sales, service, trade management, services contracts, and collection teams based on their availability and expertise. It can also be used to make sales, service, and collections more secure by restricting access to customer data.

To implement territories for sales you must set up territories per the Oracle Territory Manager Implementation Guide and then set up the Territory Assignment Program used by sales that works with the Oracle Territory Manager (see Setting Up and Using Territory Assignment Program (TAP) ). Then you can optionally implement self-service territories using Oracle Territory Manager.

Oracle Territory Manager provides user interfaces and functionality that organizations can use to manage sales territories.

If you choose not to set up Oracle Territory Manager, then users must manually assign leads, customers, and opportunities.

Use Territory Manager to automatically assign sales teams based on their availability and expertise. Also use it to make sales information more secure by restricting personnel access to customer data.

Most sales territories are one-dimensional. They can assign tasks to employees based on geography or company size. Territory Manager makes it possible for you to create multidimensional territories using any number of such criteria. These criteria include:

For example, you can assign all large customers within a specific geographical area only to those sales representatives who have an expert knowledge of a product and have been with the company for more than one year.

Guidelines for Sales Applications

Available Transaction Matching Attributes

Oracle sales applications support the transaction matching attributes for creating territories listed in Transaction Matching Attributes

Setting Up and Using Territory Assignment Program (TAP)

This section includes:

TAP Definition

The Territory Assignment Program is used to assign opportunities, leads, customers, quotes, or proposals to a sales resource automatically (by running a concurrent program) by territory. Territories are defined by selecting matching attributes (parameters) during the implementation process. This is a mandatory step. TAP can be run though a batch program or online.

Assign Territory Access Total Mode and Assign Territory Access New Mode are available from the batch program:

The following mode is not available from the batch program:

TAP Guidelines

The following are guidelines for using and implementing TAP.

Territory Name

Territories consist of a user defined name. For example, "Southwest" or "Northwest".

Start and End Dates

Territories are active between the start and end dates. The assignment of opportunities, leads, customers, proposals, and quotes to that territory can only occur when the territory is active.

Transaction Matching Attributes

Territories have matching attributes. These matching attributes are parameters which the program uses to assign opportunities, leads, customers, proposals and quotes to a sales resource. For example, "State = California" or "Opportunity Amount > 50,000". You can use multiple matching attributes to define a territory.

Assigned Resources

Territories have resources assigned to them. This means that if a matching attribute is met, then the program assigns the resource to the opportunity, lead, customer, proposal, or quote.

Note: The only category of resources that the TAP program supports is Employees.

Transaction Type

Territories have transaction types. The transaction types are Account (Customer), Opportunity, Lead, Proposal, and Quote. Sales team resources are assigned to one or more of these transaction types. Transaction types control which matching attributes you can use.

Access Type

Sales resources have access types. The access types are Account, Opportunity, Lead, Proposal, and Quote. Access types are not related to matching attributes. You can use one or more access types.

Note: TAP should be run by a resource who is a valid sales force resource.

Prerequisites for Online (Real Time) TAP

The Territory Assignment Program is based on the implementation of Oracle Territory Manager. After implementing Oracle Territory Manager, you can proceed with setting up TAP. The JTF: Synchronize Territory Assignment Rules (STAR) concurrent program activates territory changes. Run it as often as you need to in order to change your territory information. The program JTF: Synchronize Territory Assignment Rules (STAR) builds the API that returns the winning territories and resources, and creates a search index for faster performance.

Additional Prerequisites for Online TAP

To make Real Time Customer Assignment work you must have these settings:

Navigate to System Administrator > Workflow: Administrator Workflow > Administration > Business Events to update the status of an event to Enabled.

Event Function
oracle.apps.ar.hz.ContactPoint.create as_rttap_account.create_contact_point_post
oracle.apps.ar.hz.ContactPoint.update as_rttap_account.update_contact_point_post
oracle.apps.ar.hz.Location.update as_rttap_account.update_location_post
oracle.apps.ar.hz.Organization.create as_rttap_account.create_organization_post
oracle.apps.ar.hz.Organization.update as_rttap_account.update_organization_post
oracle.apps.ar.hz.Person.create as_rttap_account.create_person_post
oracle.apps.ar.hz.Person.update as_rttap_account.update_person_post
oracle.apps.ar.hz.PartySite.create as_rttap_account.create_party_site_post
oracle.apps.ar.hz.PartySite.update as_rttap_account.update_party_site_post

Prerequisites for Batch Mode TAP

The Territory Assignment Program is based on the implementation of Oracle Territory Manager, which also requires Oracle Resource Manager. After implementing Oracle Territory Manager, you can proceed with setting up TAP.

Setting Up Resource Teams and Groups for TAP

Resource Groups and Sales Groups must be set up in CRM Foundation in order to use this feature with TAP.

Sales Group Support in TAP

When a sales group is assigned to a territory, members of the group are added to the sales team if:

The following members of a group are not added to the sales team:

The following changes take effect only when TAP is run in Total mode. New mode TAP is not able to handle these changes unless JTF Resources writes the changes in jtf_terr_rsc_all.

When a group is removed or added to a territory, the changes take effect after TAP is run in Total or New mode.

Online TAP uptakes this functionality as well.

The sales team tab doesn't support this functionality.

Resource Group Support in TAP

A resource group consists of one or more individual resources as well as sales groups.

When a resource team is assigned to a territory, members of the sales team are added to the sales team if the Usage of the resource team is Sales and:

The following members of the resource team are not added to the sales team:

The following changes take effect only when TAP is run in Total mode. New mode TAP is not able to handle these changes unless JTF Resources write the changes in jtf_terr_rsc_all:

When the resource team is removed or added to a territory, the changes take effect after TAP is run in Total or New mode.

Online TAP uses this functionality as well.

The Sales Team tab supports this functionality with the following differences:

Deleting Records

If you run the TAP program and do not use the delete function, the result is a high volume of data in the access tables which can adversely affect application performance.

There are two parts to deleting records in TAP. The first part marks the records for deletion, and the second part purges the records. The more records marked for deletion, the longer the program takes to purge the records.

Mark Records for Deletion (Soft Delete)

TAP automatically marks records for deletion based on the changing territory parameters.

Deletion of Records (Purge Program)

Deletion of records marked for deletion from the tables AS_ACCESSES_ALL_ALL and AS_TERRITORY_ACCESSES.

The following table includes the parameters for the Purge TAP Access table:

Parameter In/Out Possible Values
Debug IN Y or N
SQL Trace IN Y or N

The profile option OS: Number of Child Workers for TAP Purge Program is used in the record deletion. In the Online mode, TAP starts as many parallel concurrent programs as specified in the value set for this profile option. Set this value based upon your hardware and database configuration. The default value is 2.

Guidelines

When implementing the soft delete function, the table AS_ACCESSES_ALL is renamed to AS_ACCESSES_ALL_ALL. For backward compatibility a view AS_ACCESSES_ALL is provided. This view returns only valid (not deleted) records. Similarly, view AS_ACCESSES is modified to return only valid (not deleted) records.

If you have custom code for the AS_ACCESSES_ALL table:

Setting Up Parallel Workers

In order to improve performance, the TAP program starts multiple processes of the Generate Access Records program to process Account, Opportunity, Lead, Quote, and Proposal transactions. Based on your data load and system resources you can configure how many processes (parallel workers) you want to launch for each transaction type. Parallel workers are launched in Total and New modes.

Steps:

  1. Consult with your System Administrator to set the appropriate values based on your database size, data volume, and system configuration.

    Set these profile options:

    • OS: Territory Minimum Number of Records for Parallel Processing: This profile value determines the minimum number of records required to launch multiple parallel workers for each transaction type. The default value is 100.

    • OS: Number of Child Account Workers for TAP: This profile value determines the maximum number of parallel workers (of Generate Access Records) launched to process Account records. The default value is 2. Maximum number of account parallel workers allowed is 10.

    • OS: Number of Child Opportunity Workers for TAP: This profile value determines the maximum number of parallel workers (of Generate Access Records) launched to process Opportunity records. The default value is 2. Maximum number of opportunity parallel workers allowed is 10.

    • OS: Number of Child Lead Workers for TAP: This profile value determines the maximum number of parallel workers (of Generate Access Records) launched to process Lead records. The default value is 2. Maximum number of lead parallel workers allowed is 10.

    • OS: Number of Child Quote Workers for TAP: This profile value determines the maximum number of parallel workers (of Generate Access Records) launched to process Quote records. The default value is 2. Maximum number of lead parallel workers allowed is 10.

    • OS: Number of Child Proposal Workers for TAP: This profile value determines the maximum number of parallel workers (of Generate Access Records) launched to process Proposal records. The default value is 2. Maximum number of lead parallel workers allowed is 10.

  2. Optional - Changes for Lead and Opportunity Owner Assignment User Hooks

    If you have implemented user hooks for Opportunity or Lead owner assignment in the TAP program, you must change the user hook's body. If you have not implemented these user hooks then you can skip this step.

    If you have implemented user hooks to change the default behavior of owner assignment for Leads and Opportunities, then read this section carefully and make the appropriate changes.

    An additional parameter, p_worker_id, has been added to Leads and Opportunity assignment user hook API specifications:

    • Leads AS_CUSTOM_HOOKS_UHK.Lead_TOTTAP_Owner_Assignment(asxcuhks.pls)

    • Opportunity AS_CUSTOM_HOOKS_UHK.Oppty_TOTTAP_Owner_Assignment(asxcuhks.pls)

    As a part of this performance improvement the records to process are distributed between multiple processes for each transaction type. Therefore it is important to use the appropriate worker_id passed to the API to access the records from JTF_TAE_1001_OPPOR_WINNERS and JTF_TAE_1001_LEAD_WINNERS tables while doing the owner assignment (column worker_id has been added to these tables).

Running the Assign Territory Access Program Concurrent Program

You can assign territories in batch mode by running the Assign Territory Access concurrent program in Total Mode or New Mode.

Total Mode Request Set

Responsibility

Oracle Sales Administrator

Navigation

Functions > Current Request > Run > Select Assign Territory Accesses for Total Mode. Click the Parameter field and select Yes to run the various programs when you submit the request. The default for each program is No.

The Assign Territory Access Total Mode request set contains individual programs for each of the following business entities:

You can choose to run any or all of these programs, depending on your user's business needs. There are usually a large number of accounts, many leads and opportunities, and fewer proposals and quotes. For best performance, you can choose to run some of the programs and not others, or run any of them at off-peak times.

There are parameters for each of the Assign Territory Access programs. These are listed in the following tables.

Parameters for Accounts

These are the parameters for the Accounts program in the Assign Territory Access Total Mode request set:

Parameter Name Parameter Description Prompt Default Value Required
Submit Account TAP Determines if Accounts need to be processed as part of the TAP process or not. Submit Account TAP No Yes
Account Type Determines if customers of type Persons (only) need to be processed or if customers of type Organization (only) need to be processed or both types of customers need to be processed. Account Type All Yes
Account Additional where clause Set to further filter customers that are processed by TAP. This must be a valid SQL filter clause. Account Additional where clause None No
% Analyzed for Trans Table Determines the percent analyzed for one of the intermediate process tables. This needs to be set to 100 for the initial run of TAP. For all subsequent runs, Oracle recommends that this parameter is set to 20. If no value is set, the program assumes a value of 20 internally. % Analyzed for Trans Table None No
Debug Set to Yes to write debug messages to Log. This parameter needs to be set only if the concurrent program errors out and debug becomes necessary to find the root cause. Debug No No
Trace Set Yes to turn on trace for the session. This parameter needs to be set only to identify source of performance issues and should be set only if necessary. Trace No No

Parameters for Leads

These are the parameters for the Leads program in the Assign Territory Access Total Mode request set:

Parameter Name Parameter Description Prompt Default Value Required
Submit Lead TAP Determines if leads need to be processed as part of the TAP process or not. Submit Lead TAP No Yes
Lead Status Determines processing of leads based on lead status (all, closed, open). Lead Status All Yes
Lead Additional where clause Set to further filter leads that are processed by TAP. This must be a valid SQL filter clause. Lead Additional where clause None No
% Analyzed for Trans Table Determines the percent analyzed for one of the intermediate process tables. This needs to be set to 100 for the initial run of TAP. For all subsequent runs, Oracle recommends that this parameter is set to 20. If no value is set, the program assumes a value of 20 internally.   None No
Debug Set to Yes to write debug messages to Log. This parameter needs to be set only if the concurrent program errors out and debug becomes necessary to find the root cause.   No No
Trace Set Yes to turn on trace for the session. This parameter needs to be set only to identify source of performance issues and should be set only if necessary. Trace No No

Parameters for Opportunities

These are the parameters for the Opportunities program in the Assign Territory Access Total Mode request set:

Parameter Name Parameter Description Prompt Default Value Required
Submit Opportunity TAP Determines if opportunities need to be processed as part of the TAP process or not. Submit Opportunity TAP No Yes
Opportunity Status Determines processing of opportunities based on opportunity status (all, closed, open). Opportunity Status All Yes
Opportunity Additional where clause Set to further filter opportunities that are processed by TAP. This must be a valid SQL filter clause. Opportunity Additional where clause None No
% Analyzed for Trans Table Determines the percent analyzed for one of the intermediate process tables. This needs to be set to 100 for the initial run of TAP. For all subsequent runs, Oracle recommends that this parameter is set to 20. If no value is set, the program assumes a value of 20 internally.   None No
Debug Set to Yes to write debug messages to Log. This parameter needs to be set only if the concurrent program errors out and debug becomes necessary to find the root cause.   No No
Trace Set Yes to turn on trace for the session. This parameter needs to be set only to identify source of performance issues and should be set only if necessary. Trace No No

Parameters for Quotes

These are the parameters for the Quotes program in the Assign Territory Access Total Mode request set:

Parameter Name Parameter Description Prompt Default Required
Submit Quotes TAP Parameter to determine if quotes are processed as part of the TAP process or not. Submit Quotes TAP No Yes
Exclude Ordered Quotes Exclude ordered quotes for TAP processing. Exclude Ordered Quotes No No
Exclude Expired Quotes Exclude expired quotes for TAP processing. Exclude Expired Quotes No No
Quotes Additional where clause Set to further filter quotes that are processed by TAP. This must be a valid SQL filter clause. Quotes Additional where clause None No
% Analyzed for Trans Table Determines the percent analyzed for one of the intermediate process tables. This needs to be set to 100 for the initial run of TAP. For all subsequent runs, Oracle recommends that this parameter is set to 20. If no value is set, the program assumes a value of 20 internally. % Analyzed for Trans Table None No
Debug Set to Yes to write debug messages to Log. This parameter needs to be set only if the concurrent program errors out and debug becomes necessary to find the root cause. Debug No No
Trace Set to Yes to turn on trace for the session. This parameter needs to be set only to identify source of performance issues and should be set only if necessary. Trace No No

Parameters for Proposal

These are the parameters for the Proposals program in the Assign Territory Access Total Mode request set:

Parameter Name Parameter Description Prompt Default Required
Submit Proposal TAP Parameter to determine if proposals are processed as part of the TAP process or not. Submit Proposal TAP No Yes
Proposal Additional where clause Set to further filter proposals that are processed by TAP. This must be a valid SQL filter clause. Proposal Additional where clause None No
% Analyzed for Trans Table Determines the percent analyzed for one of the intermediate process tables. This needs to be set to 100 for the initial run of TAP. For all subsequent runs, Oracle recommends that this parameter is set to 20. If no value is set, the program assumes a value of 20 internally. % Analyzed for Trans Table None No
Debug Set to Yes to write debug messages to Log. This parameter needs to be set only if the concurrent program errors out and debug becomes necessary to find the root cause. Debug No No
Trace Set to Yes to turn on trace for the session. This parameter needs to be set only to identify source of performance issues and should be set only if necessary. Trace No No

New Mode

Responsibility

Oracle Sales Administrator

Navigation

Functions > Current Request > Run > Select Assign Territory Accesses for New Mode

The New Mode for the Assign Territory Access concurrent program performs an incremental update of the latest changes for these business entities:

You can control the update performed through New Mode parameter settings.

Note: The Additional Where Clause takes effect only when there are no territory changes.

Parameters for New Mode

These are the parameters for New Mode of the Assign Territory Access Total Mode request set:

Parameter Name Parameter Description Prompt Default Value Required
Account Type Determines if customers of type Persons (only) need to be processed or if customers of type Organization (only) need to be processed or both types of customers need to be processed. Account Type No Yes
Account Additional where clause Set to further filter customers that are processed by TAP. This must be a valid SQL filter clause. Account Additional where clause No No
Lead Status Set to process leads based on lead status (all, closed, open). Lead Status No Yes
Lead Additional where clause Set to further filter leads that are processed by TAP. This must be a valid SQL filter clause. Lead Additional where clause No No
Opportunity Status Set to process opportunities based on opportunity status (all, closed, open). Opportunity Status No Yes
Opportunity Additional where clause Set to further filter opportunities that are processed by TAP. This must be a valid SQL filter clause. Opportunity Additional where clause No No
Exclude Ordered Quotes Set to exclude ordered quotes from TAP processing. Exclude Ordered Quotes No No
Exclude Expired Quotes Set to exclude expired quotes from TAP processing. Exclude Expired Quotes No No
Quotes Additional where clause Set to further filter quotes that are processed by TAP. This must be a valid SQL filter clause. Quotes Additional where clause No No
Proposal Additional where clause Set to further filter proposals that are processed by TAP. This must be a valid SQL filter clause. Proposal Additional where clause No No
% Analyzed for Trans Table Determines the percent analyzed for one of the intermediate process tables. This needs to be set to 100 for the initial run of TAP. For all subsequent runs, Oracle recommends that this parameter is set to 20. If no value is set, the program assumes a value of 20 internally. % Analyzed for Trans Table None No
Debug Set to Yes to write debug messages to Log. This parameter needs to be set only if the concurrent program errors out and debug becomes necessary to find the root cause. Debug No No
Trace Set Yes to turn on trace for the session. This parameter needs to be set only to identify source of performance issues and should be set only if necessary. Trace No No

Setting Profile Options

The following table displays the profile options associated with TAP.

Profile Name Description Setting Level Default Value
HZ: Raise API Events If the value is set to Yes, then changes made to customer records are considered while TAP processing in New Mode. The value must be set to Yes for New Mode TAP to work. User/Responsibility/Application/Site No
OS: Enable Real Time Customer Assignment If the value is set to Yes, then resources are assigned as soon as a transaction is created or updated. Site No
OS: Enable Real Time Opportunity Assignment If the value is set to Yes, then resources are assigned as soon as a transaction is created or updated. Site No
OS: Enable Real Time Lead Assignment If the value is set to Yes, then resources are assigned as soon as a transaction is created or updated. Site Yes

Tables Used

The following is a list of the read and write tables used in this process.

Read or Write Table
Read JTF_TAE_1001_ACCOUNT_TRANS
Read JTF_TAE_1001_OPPOR_TRANS
Read JTF_TAE_1001_LEAD_TRANS
Read and Write JTF_TAE_1001_ACCOUNT_WINNERS
Read and Write JTF_TAE_1001_OPPOR_WINNERS
Read and Write JTF_TAE_1001_LEAD_WINNERS
Read JTF_TAE_1001_QUOTE_TRANS
Read JTF_TAE_1001_PROP_TRANS
Read and Write JTF_TAE_1001_QUOTE_WINNERS
Read and Write JTF_TAE_1001_PROP_WINNERS
Write ASO_QUOTE_ACCESSES
Write ASO_TERRITORY_ACCESSES
Write ASO_CHANGED_QUOTES
Write PRP_PROPOSAL_ACCESSES
Write PRP_TERRITORY_ACCESSES
Write PRP_CHANGED_PROPOSALS
Read and Write ASO_QUOTE_HEADERS_ALL
Read JTS_RS_SALESREPS
Read JTF_TERR_QTYPE_ALL
Read JTF_TERR_USGS_ALL
Read JTF_TERR_ALL
Read JTF_QUAL_TYPE_USGS_ALL
Read JTF_QUAL_USGS_ALL
Read JTF_TERR_QUAL_ALL
Read JTF_TERR_QTYPE_USGS_ALL
Read JTF_TERR_VALUES_ALL
Read JTF_TERR_RSC_ACCESS_ALL
Read JTF_TERR_RSC_ALL
Read JTF_TERR_CHANGED_ALL
Read JTF_RS_RESOURCE_EXTNS
Read JTF_RS_ROLE_RELATIONS
Read JTF_RS_ROLES_B
Read JTF_RS_ROLES_TL
Read AS_INTERESTS_ALL
Read AS_LEADS_ALL
Read AS_LEADS_LINES
Read AS_LAST_RUN_DATES
Read AR_LOOKUPS
Read HZ_ORGANIZATION_PROFILES
Read HZ_PARTY_SITES
Read HZ_PARTIES
Read HZ_PARTY_SITES
Read HZ_LOCATIONS
Read HZ_CONTACT_POINTS
Read HZ_RELATIONSHIPS
Read FND_PROFILE_OPTION_VALUES
Read FND_PROFILE_OPTIONS
Read FND_USER
Write AS_ACCESSES_ALL
Write AS_TERRITORY_ACCESSES
Write AS_CHANGED_ACCOUNTS_ALL

Transaction Matching Attributes

Territories have matching attributes, which are parameters that TAP uses to assign opportunities, leads, customers, proposals, and quotes to a sales resource. For example, "State = California" or "Opportunity Amount > 50,000". You can use multiple matching attributes to define a territory.

Sales Matching Attributes
Transaction Type Territory Matching Attribute Sales/TeleSales Attribute
Account Account Classification Interest of "party site"
Account Account Hierarchy "Subsidiary Of" a particular organization
Account Area Code Area Code
Account City City
Account City City
Account Country Country
Account Company Annual Revenue Annual Revenue
Account Customer Category Customer Category
Account Customer Name Customer Name
Account Customer Name Range Customer Name
Account DUNS Number D-U-N-S Number
Account Number of Employees Total Employees
Account Site Number Party Site Num
Account Postal Code Postal Code
Account Product Hierarchy Product Category
Account Province Province
Account Registry ID Party Number or Registry ID
Account SIC Code SIC Code
Account Sales Partner Of (This attribute is available only for Oracle Incentive Compensation) Partner Of
Account State State
Lead Budget Amount Budget
Lead Lead Product Category Product Category
Lead Lead Inventory Item Inventory Item
Lead Lead Source Source Name
Lead Purchase Amount Amount
Lead Sales Channel  
Opportunity Opportunity Channel Sales Channel
Opportunity Opportunity Classification Classification
Opportunity Opportunity Product Category Product Category
Opportunity Opportunity Inventory Item Inventory Item
Opportunity Opportunity Status Status
Opportunity Total Amount Total
Quoting Product Category  

About Matching Attributes

Matching attributes are the rules that determine where the resources are assigned. Set up is done by system administration when setting up territories.

The following section contains descriptions of matching attributes that can be problematic for users:

Account Classification

You can define a territory based upon site classification.

How to Create Data for Account Classification

  1. Create Classification.

    1. Go to the Administration tab.

    2. Click Interest.

    3. Create Company Classification.

  2. Classify a site (attach classification to a customer record)

    1. Login to the TeleSales application.

    2. From the eBusiness Center, query the organization.

    3. Click Details.

    4. Go to the Site Classification tab.

    5. Enter an interest type.

    6. Go to the Location field and select the address.

    7. Save your work.

  3. Create a territory with an Account Classification matching attribute.

    1. Go to the Territory Administration form.

    2. Define a territory for the Account Classification matching attribute.

    3. From the LOV select the Interest type and codes combination for the classification.

    4. Complete the territory definition.

How TAP Processes the Account Classification Matching Attribute

If a territory is defined with the Account Classification matching attribute, then TAP finds customer locations who have defined classifications that match the territory definition and assigns resources to them. The Account classification matching attribute will not work unless the Location field is populated.

Note: If a territory is defined as a combination of the Account Classification matching attribute and an address-related matching attribute such as State, Country, or Postal Code, then make sure that the address entered in the Location field in the TeleSales Site Classification tab satisfies the address-related matching attribute.

Account Hierarchy

You can define territories based upon Parent Subsidiary relationships between organizations.

How to Create Data for Account Hierarchy

  1. Create Account Hierarchy

    • Go to the Customer tab and drill down to the subsidiary organization in the relationship. Select the parent Organization in the relationship and create the Subsidiary Of relationship between the two organizations.

  2. Create a territory with the Account Hierarchy matching attribute.

    • Go to the Territory Administration form, define a territory for the "Account Hierarchy" matching attribute. From the LOV, choose the subsidiary organization of the relationship as the matching attribute value.

If ABC Company is subsidiary of XYZ Company and XYZ Company is Subsidiary of LMN Inc., then:

  1. Drill down to customer detail page for ABC Company.

  2. Create a relationship of "Subsidiary Of" with XYZ Company.

  3. Similarly, drill down to customer detail page for XYZ Company.

  4. Create a relationship of "Subsidiary Of" with LMN Inc.

  5. Go to the Define Territory form and create a territory.

  6. Set up the Account Hierarchy matching attribute as follows: Account matching attribute = ABC Company.

How TAP Processes Account Hierarchy Matching Attributes

If there is a parent subsidiary relationship between two organizations, then set up the subsidiary organization as the territory matching attribute value. TAP finds the parent (up in the hierarchy) of the organization that is set as the territory matching attribute and assigns resources to it.

Note: Only parties that have a "SUBSIDIARY OF" relationship with other parties appear in LOV in the Define Territory form.

Note: If the Create Party Flag is set to N for the Subsidiary Of relationship, then the relationship type is not available in the Customer tab in the application while creating relationships.

Area Code

You can define a territory based upon area code.

How to Create Data for Area Code

  1. In the Define Territory form, choose the Area Code matching attribute. There is no LOV associated with this matching attribute.

  2. Enter the area code of the primary phone number at any active address or at the header level.

How TAP Processes Area Code Matching Attribute

If a territory is defined with the Area Code matching attribute, then TAP finds matching records with the customer's primary phone number the same as the matching attribute value.

Note: If a territory is defined as combination of some other address-related matching attribute such as State, Country, or Postal Code and the Area Code matching attribute, then make sure that the phone area code at the address is the same as the value defined for the Area Code matching attribute. If you want to use this matching attribute for opportunity or lead assignment, then make sure that the address attached to opportunities and leads satisfy the matching attribute value.

Sales Partner Of

You can define a territory based upon the partner assigned to a customer, opportunity, or lead.

How to Create Data for the "Sales Partner Of" Matching Attribute

  1. Create a partner. You can create sales partners through the Partner tab.

  2. Assign the Partner to a transaction (customer, opportunities, or leads).

  3. Add this partner to the external sales team for the transaction.

  4. In the Define Territory form, choose the "Sales Partner Of" matching attribute. From the list of values, choose the partner which is assigned to the transaction in Step 3.

How TAP Processes the "Sales Partner Of" Matching Attribute

If a "Sales Partner Of" matching attribute is defined, then TAP finds transactions having external sales teams that match the "Sales Partner Of" matching attribute. TAP then assigns resources to these transactions based upon the territory definition.

ABC Company is partner of LMN, Inc. A customer AAA Insurance is created with address in California (CA) state. Opportunity "Hardware and Consulting" is created for customer AAA Insurance at above address. The user adds partner ABC Company to the external sales team of the opportunity and customer.

Territory T1 is defined with following matching attribute.

Partner_of: ABC Company

State: CA

The following resources are assigned to Territory T1:

When TAP runs, it adds R1 and R2 to the sales team of customer AAA Insurance and opportunity "Hardware and Consulting".

Note: If a territory is defined as a combination of some other address-related matching attribute such as State, Country, or Postal Code and the "Sales Partner Of" matching attribute, then the customer, opportunity, or lead address (not partner address) should satisfy all conditions.

Unless the Partner relationship created from the Customer tab of the application corresponds to a resource of category "Partner" in JTF resources, it will not appear in the LOV while defining the matching attribute.

SIC Code

You can define a territory based upon the SIC Code of a Customer.

How to Create Data for the SIC Code Matching Attribute

  1. Create SIC Types and Codes in AR lookups.

  2. Assign the SIC Code Type and appropriate SIC codes to the customers.

  3. Define a territory with the SIC Code matching attribute, selecting the SIC type and code from the LOV.

How TAP Processes the SIC Code Matching Attribute

If the SIC Code matching attribute is defined, then TAP finds customer records that satisfy this condition and assigns resources to it.

Customer Category

You can define a territory based upon the Category of customer.

How to Create Data for the Customer Category Matching Attribute

  1. Create Customer categories in AR lookups.

  2. Assign Customer Category to customers.

  3. Define a territory with the Customer Category matching attribute, selecting the customer category from the LOV.

How TAP Processes the Customer Category Matching Attribute

If the Customer Category matching attribute is defined, then TAP finds customer records that satisfy this condition and assigns resources to it.

Opportunity Classification

You can define a territory based upon the Classification of an opportunity.

How to Create data for Opportunity Classification

  1. Navigate to the Administration tab.

  2. Create an Opportunity Classification.

  3. Create an opportunity.

  4. Enter the Opportunity Classification.

  5. Create a territory with the transaction type "Opportunity".

  6. Select Opportunity Classification matching attribute and enter the classification.

How TAP Processes Opportunity Classification Matching Attribute

If a territory is defined with the Opportunity Classification matching attribute, then TAP finds matching opportunities and assigns resources to them.

Note: Opportunity classification is different than opportunity product category. For example, TAP will not consider any purchase items entered for the opportunity while processing this matching attribute.

Troubleshooting

The following section is intended to provide information to help you if you encounter a problem with Territory Assignment Program set ups.

To run diagnostic reports:

  1. Log into HTML APPS as SYSADMIN/SYSADMIN.

  2. Select the Diagnostics tab. This opens a new window.

  3. Select the Basic tab in the new window.

  4. Change the Application to CRM Foundation.

  5. Select Territory Management in the left menu.

  6. Click Run Without Prerequisite.

  7. Click Report to see the report details.

The following queries provide additional information:

  1. Log files with the Debug option turned On.

  2. Trace files in case of performance issues or if the program terminates with errors.

Run tkprof with following options and send us the output files SORT = exeela fchela EXPLAIN = apps/psswd SYS = no

The following table lists output of the related query.

Query Name Query
Records in HZ_PARTIES select party_type, count(*)
from apps.hz_parties
where STATUS = 'A'
group by party_type
select count(*) from hz_party_sites where status = 'A'
select count(*) from hz_locations
Volume of Opportunities and Leads select count(lead_id) from apps.as_leads_all
select count(sales_lead_id) from apps.as_sales_leads
Volume of Access Records Select count(*) from AS_ACCESSES_ALL
Select count(*) from AS_TERRITORY_ACCESSES
Volume of Changed Accounts prior to run (required only for New Mode) Select request_id, sequence, count(*) from AS_CHANGED_ACCOUNTS_ALL group by request_id, sequence
Database Parameters select name, value from V$PARAMETER where UPPER(name) in ('HASH_AREA_SIZE', 'SORT_AREA_SIZE')
Duplicate Active Organization Profiles select party_id from hz_organization_profiles where sysdate between nvl(effective_start_date, sysdate-1 ) and nvl(effective_end_date,sysdate+1 ) group by party_id having count(*) > 1
Number of ACTIVE Sales Territories select count(*)
from apps.jtf_terr_all jta, apps.jtf_terr_usgs_all jtua where jtua.terr_id = jta.terr_id
and jtua.source_id = -1001
and jta.start_date_active <= SYSDATE
AND NVL(jta.end_date_active, SYSDATE) >= SYSDATE
Number of VALID Sales Territories for Assignment select jtdr.qual_type_id, count(*)
from apps.jtf_terr_denorm_rules_all jtdr
where jtdr.source_id = -1001
and jtdr.terr_id = jtdr.related_terr_id
group by jtdr.qual_type_id
Number of VALID Sales Territories with Reps for Assignment select jtdr.qual_type_id, count(*)
from apps.jtf_terr_denorm_rules_all jtdr
where jtdr.source_id = -1001
and jtdr.terr_id = jtdr.related_terr_id
and jtdr.resource_exists_flag = 'Y'
group by jtdr.qual_type_id
Total # of Territory Resource Assignments select count(*)
from apps.jtf_terr_rsc_all jtr
where jtr.start_date_active <= SYSDATE
AND NVL(jtr.end_date_active, SYSDATE) >= SYSDATE
AND EXISTS ( SELECT jtdr.terr_id
FROM jtf_terr_denorm_rules_all jtdr
WHERE jtdr.source_id = -1001 )
Total # of DISTINCT Territory Resources (Total # of Active Reps) SELECT COUNT (*) FROM (
select DISTINCT jtr.resource_id, jtr.resource_type
from apps.jtf_terr_rsc_all jtr
where jtr.start_date_active <= SYSDATE
AND NVL(jtr.end_date_active, SYSDATE) >= SYSDATE
AND EXISTS ( SELECT jtdr.terr_id
FROM jtf_terr_denorm_rules_all jtdr
WHERE jtdr.source_id = -1001 ) )
Total Number of Values in System select count(*)
from jtf_terr_values_all jtv, jtf_terr_qual_all jtq
where jtv.terr_qual_id = jtq.terr_qual_id
and jtq.terr_id IN ( select jt.terr_id from apps.jtf_terr_all jt,
apps.jtf_terr_usgs_all jtu
where jtu.source_id = -1001
and jtu.terr_id = jt.terr_id
and jt.start_date_active <= SYSDATE
AND NVL(jt.end_date_active, SYSDATE) >= SYSDATE )
Total Number of Values per each Matching Attributes in System select jtq.qual_usg_id, count(*)
from jtf_terr_values_all jtv, jtf_terr_qual_all jtq
where jtv.terr_qual_id = jtq.terr_qual_id
and jtq.terr_id IN ( select jt.terr_id from apps.jtf_terr_all jt, apps.jtf_terr_usgs_all jtu
where jtu.source_id = -1001
and jtu.terr_id = jt.terr_id
and jt.start_date_active <= SYSDATE
AND NVL(jt.end_date_active, SYSDATE) >= SYSDATE )
group by jtq.qual_usg_id
order by 1 desc
Total Number of values per Matching Attributes in MV select mv.qual_usg_id, count(*)
from jtf_terr_qual_rules_mv mv
group by mv.qual_usg_id
order by 1 desc
Distinct Matching Attribute Operators SELECT jtv.comparison_operator, COUNT(*)
FROM apps.jtf_terr_values_all jtv
GROUP BY jtv.comparison_operator

Setting Up Partners

The Partner subtab provides for the creation and management of information relating to Partner organizations.

Refer to the Oracle Partner Management Implementation and Administration Guide for information about setting up Partners.

Partners can be:

Setting Up Marketing Source Codes

Sales applications use marketing source codes to track which marketing activity is responsible for a sale or a sales activity.

Source codes are created by different marketing activities created in Oracle Marketing. This includes campaigns, campaign activities, events, event schedules, one-off events, and offers. The source codes are either created automatically whenever marketers create one of these activities or entered by the marketer manually.

Campaigns and campaign activities are the most important of these marketing activities in Oracle Marketing. Campaigns are constructed using a wide variety of marketing objects. The basic components of campaigns are its theme, the funding (budgets), the execution (activities), the target audience (lists and marketing mediums), the cost (costs), and response measuring devices (metrics).

Because all campaigns are not created alike, custom setups are available to easily configure campaigns for different activities and marketing channels.

Campaigns often create a hierarchical structure. Campaigns can be divided by geography or by product or by marketing channel. Campaigns are developed using a parent child relationship. A parent campaign can have many child campaigns. A child campaigns can in turn be a parent campaign as well.

Refer to the Oracle Marketing Implementation Guide and Oracle Marketing User Guide for information on how to set up marketing source codes.

You must also set up the following system profiles:

Setting Up Incentive Compensation

Oracle Incentive Compensation is an application within the Oracle E-Business Suite. The application can be deployed alone or in combination with other Oracle applications to meet your solution requirements.

Oracle Incentive Compensation enables the configuration approval, and deployment of incentive programs. As sales transactions are received, the appropriate credits are accurately distributed and calculated according to the structure of the organization and the specific agreements that are in place. The sales organization receives feedback on performance and earnings through self-service reports.

Refer to the Oracle Incentive Compensation Implementation Guide for information about setting up Incentive Compensation.

Setting Up Competitor Information

Within an opportunity, a sales representative can select competitor information for a product. Competitor product information is set up in Oracle Marketing, and can be defined for a particular inventory item, for an entire category of products, or for an item and a category.

For information on setting up competitor information, see the Oracle Marketing User Guide.

Setting Up Quick Menu

Responsibility

System Administrator

Navigation

Profiles > System

Set the profile option Customer Care: Start Menu in Quick Menu to TeleSales Quick Menu.

You can create quick menus and add functions to the menu. Only seeded Quick Menu functions carry the context from eBusiness Center to the called form.

Hiding and Setting Default Tabs

You can determine which tabs a user can view in the eBusiness Center, the Lead Center and the Opportunity Center windows.

You can hide and expose tabs through menu and function exclusions when you set up responsibilities. If you exclude a tab, then that tab is hidden from view. You cannot permanently remove tabs from the eBusiness Center, and you cannot change the order of the tabs.

Responsibility

System Administrator

Navigation

Security > Responsibility > Define

Steps

  1. Use Query Enter and Query Run to locate the responsibility.

  2. Choose TeleSales in the Application fields.

  3. If you want to exclude a tab, then go to the Menu Exclusions tab, Type = Function, and select the tab from the Name LOV.

    eBusiness Center

    The tabs available for eBusiness Center are:

    • eBC Overview Tab

    • eBC Dashboard Tab

    • eBC Organization Tab

    • eBC Person Tab

    • eBC Address/Phone Tab

    • eBC Relationships Tab

    • eBC Account Tab

    • eBC Lead Tab

    • eBC Opportunity Tab

    • eBC Quote Tab

    • EBC Proposals Tab

    • eBC Order Tab

    • eBC Event Tab

    • eBC Collateral Tab

    • eBC Task Tab

    • eBC Note Tab

    • eBC Service Request Tab

    • eBC Contract Tab

    • eBC Install Base Tab

    • eBC Custom Tab 1

    • eBC Custom Tab 2

    • eBC Collection Profile Tab

    Profile: OTS: Default Tab in eBusiness Center: Sets the tab that appears when the window is opened.

    Opportunity Center

    The tabs available for the Opportunity Center are:

    • Opportunity Center Notes Tab

    • Opportunity Center Purchase Tab

    • Opportunity Center Classification Tab

    • Opportunity Center Sales Team Tab

    • Opportunity Center Obstacle Tab

    • Opportunity Center Task Tab

    • Opportunity Center Lead Tab

    • Opportunity Center Quote/Order Tab

    • Opportunity Center Partner Tab

    • Opportunity Center Proposals Tab

    • Opportunity Center Contact Tab

    • Opportunity Center Closing Tab

    Profile: OTS: Default Tab in Opportunity Center: Sets the tab that appears when the window is opened.

    If the profile option PV: Require Vendor User (CM) Approval for Manual Routing is set to Yes, then the routing flag is disabled. If it is set to No, then the routing flag is enabled.

    Lead Center

    Tabs available for Lead Center:

    • Lead Center Purchase Interest Tab

    • Lead Center Contact Tab

    • Lead Center Sales Team Tab

    • Lead Center Task Tab

    • Lead Center Note Tab

    • Lead Center Opportunity Tab

    Profile: OTS: Default Tab in Sales Lead Center: Sets the tab that appears when the window is opened.

    Universal Search

    Profiles:

    • OTS: Default Universal Search Type

    • OTS: Default Universal Search Tab

    Sets the defaults that appear when the search is opened.

The following table shows what tabs should be shown or hidden for sales users or non-sales users.

Sales or Non-sales Users Show or Hide Tabs
Tab Sales User Non-Sales User
Overview Show Show
Dashboard Show Show
Organization Show Show
Person Show Show
Address Show Show
Relationship Show Show
Account Show Hide
Lead Show Hide
Opportunity Show Hide
Quote Show Hide
Proposals Show Hide
Order Show Hide
Event Show Show
Collateral Show Show
Task Show Show
Note Show Show
Collection Show Show
Service Request Show Show
Contract Show Show
Install Base Show Show
Custom 1 Show Show (based on customization)
Custom 2 Show Show (based on customization

Setting Up Custom Tabs

You can create two custom tabs in the eBusiness Center window by modifying the code for the eBusiness Center form and the associated library.

The customization must be made on a view or table which has a reference or intersection with HZ_PARTIES. The fields that can be displayed in the custom tabs are based on this view or table.

You must use public APIs provided by Oracle to perform transactions against this table. Code for Insert, Update, and Delete is built into these APIs.

All steps must be performed every time you change your custom forms or libraries.

Prerequisites

Steps

  1. Customize the form:

    • Create a Data block with all the fields that are needed for displaying in the custom tab. This must be done in the form ASTCUTM1.fmb or ASTCUTM2.fmb.

    • On Insert trigger must be coded for the data block to insert data into the tables with the corresponding public API call.

    • On Update trigger must be coded for the data block to update data into the tables with the corresponding public API call.

    • On Delete trigger must be coded for the data block to delete data from the tables with the corresponding public API call.

    • The fields in the data block must be placed on the canvas "ASTRCALL_STACKED_CUSTOM1" (if using ASTCUTM1.fmb) or "ASTRCALL_STACKED_CUSTOM2" (if using ASTCUTM2.fmb).

    • Any record groups and LOVs must be coded as needed for the fields displayed on the canvas. Out of the box, there are some fields displayed on the canvas for demo purposes. These fields can be removed from the canvas if not needed.

    • In order to integrate this with the eBusiness Center, the data block, record groups, and LOVs must be dropped in the "CUSTOM1_OBJ_GRP" (if using ASTCUTM1.fmb) or "CUSTOM2_OBJ_GRP" (if using ASTCUTM2.fmb) object group. This object group is already subclassed into the eBusiness center.

  2. Modify the library:

    In the library ASTCUTM1.pld and ASTCUTM2.pld, after defining the custom block, ensure that the following procedure is modified to make sure that the navigation occurs correctly to the first item in the tab.

    AST_CBO_MAN.Define_CBO 
(CBO_name => 'CUSTOM1', 
 CBO_Blocks => 'CUSTOM1_BLOCK1', 
 CBO_first_item => NULL, 
CBO_canvases => 'ASTRCALL_STACKED_CUSTOM1', 
CBO_popup_windows => NULL, 
 CBO_input_params =>'person_party_id,org_party_id, 
 relationship_party_id,party_type,party_site 
@  _id,cust_acct_id,phone_id,email_id', 
                        CBO_grid_items => NULL);

    The CBO_first_item parameter is left as null intentionally. When new blocks are added to the custom tab, the CBO_FIRST_ITEM parameter should be added so that the screen displays correctly.

    Add or change code in the package CUSTOMER_PKG in ASTCUTM1.pld or CUSTOMER_PKG2 in ASTCUTM2.pld to suit your specific needs based on the comments provided in the library.

  3. Set up the label for the custom tabs in the eBusiness Center:

    Use the Telesales Administrator responsibility and launch the OTS: Quick Codes form. Search for the lookup type called AST_EBC_TAB_Label or the User Name OTS: eBusiness Center Tab Labels. Change the meaning of the lookup code ASTRCALL_ASTCUTM1 (for ASTCUTM1.fmb) or ASTRCALL_ASTCUTM2 (for ASTCUTM2.fmb) to the desired name. This changes the tab name in the eBusiness center.

  4. Integration into eBusiness center:

    The form can be compiled and run standalone for testing purposes.

    To integrate the custom tab into eBusiness center, perform the following steps:

    1. Copy the forms ASTCUTM1.fmb and/or ASTCUTM2.fmb to the $AU_TOP/forms/US directory in the patched environment.

    2. Compile the corresponding library and copy ASTCUTM1.pll and/or ASTCUTM2.pll to the $AU_TOP/resource directory in the patched environment.

    3. Run the adadmin utility to compile AST forms and libraries so that the changes made to the Customer Form and Library are reflected in the eBusiness Center.

Setting Up Forms Integration with HTML-based Applications

Set the following profile options to enable the start of JSP pages from Forms-based Oracle E-Business Suite applications:

Setting Up Mapping Capability for Addresses in eBusiness Center

You enable agents using the eBusiness Center to obtain maps of any address entered by them for organizations.

To link the application and the mapping service, you must set up the profile option OTS: URL to Display a Map Of The Address at the site level:

For example, you can link to Yahoo Maps by entering the following URL:

http://maps.yahoo.com/py/maps.py?BFCat=&Pyt=Tmap&newFL=Use+Address+Below&addr=$ 
ADDRESS$&csz=$CITY$%20$STATE$%20$ZIPCODE$&country=$COUNTRY$&Get%20Map=Get+Map

If this profile is set, then the agents can double-click the concatenated Map It field and be launched to the mapping service that is the URL entered by you. Agents will see a green hyperlinked square box below the Map It field of the eBusiness Center. This is the link they use to launch the mapping service. If the profile is not set, then the address field is not hyperlinked.

Setting Up the Universal Work Queue

The Universal Work Queue can specifically integrate with the Lead and Opportunities modules in Oracle TeleSales. Refer to the Oracle Universal Work Queue Implementation Guide for information about setting up the Universal Work Queue. This guide describes how the administrator can create new actions, hide actions, and set the drop down order for notes and actions.

If you plan to use the Marketing List node in the Universal Work Queue, then refer to the Oracle Marketing Implementation Guide for information about setting up campaign activities and target lists. You also assign the campaign activity created in Marketing to a sales agent or sales group. See Setting Up Campaign Assignments.

Set the following profile options:

When a user logs into Universal Work Queue, the user is enabled to work on the type of work items to which his or her assigned responsibilities provide access unless you limit user access to certain functionality by setting values for the Universal Work Queue profile options. The following profile options control what nodes can be seen in Universal Work Queue and in what order. They can be set at all levels and each user can set these as personal profiles.

Profile Description
IEU: Queue: Inbound Email Determines if user can view counts of inbound e-mail in UWQ.
IEU: Queue: Inbound Telephony Determines if a user can work on Inbound Telephony queues in UWQ.
IEU: Queue: Leads Set to Yes to allow the user to work on leads that belong to him as the owner. Set to No to make the node unavailable in UWQ. If it is not set, it functions as No.
IEU: Queue: Marketing Lists - Manual Assignments Determines if a user can work on Marketing Lists - Manual Assignments in UWQ.
IEU: Queue: My Team Opportunities Set to Yes to allow the user to work on opportunities that belong to his sales team. Set to No to make the node unavailable in UWQ. If it is not set, it functions as No.
IEU: Queue: My Tasks Determines if a user can work on My Tasks in UWQ.
IEU: Queue: My Team Leads Set to Yes to allow the user to work on leads that belong to his sales team. Set to No to make the node unavailable in UWQ. If it is not set, it functions as No.
IEU: Queue: Opportunities Determines if a user can work on Opportunities in UWQ.
IEU: Queue: Outbound Telephony Determines if a user can work on Outbound Telephony queues in UWQ.
IEU: Queue: Personal List: Contacts Determines if a user can work on a contacts personal list. Default is Yes at all levels.
IEU: Queue: Personal List: Opportunities Determines if a user can work on an opportunities personal list. Default is Yes at all levels.
IEU: Queue: Quotes Determines if a user can work on Quotes in UWQ.
IEU: Queue: Service Requests Determines if an user can work on Service Requests in UWQ.
IEU: Queue: Tasks Determines if a user can work on Tasks in UWQ.

Changing the Order of Items in the Work Queue.

If you want to change the order of work queue items you can set the following profiles to a sequence of numbers that reflect the order in which you want them to be presented.

For example, if you assign IEU: Queue Order: My Team Leads to 1 and IEU: Queue Order: My Team Opportunities to 2, then all the leads with you on the sales team are listed first in the Universal Work Queue under the heading My Leads (Sales Team). All of your opportunities are listed second under the heading My Opportunities (Sales Team).

The following profiles determine the order the item appears on the work queue. Set these profiles to the sequence you want items in the work queue:

Profile Work Queue Item
IEU: Queue Order: Inbound Email Email
IEU: Queue Order: Inbound Telephony Inbound call queue
IEU: Queue Order: My Team Leads My Leads (Owner): All leads you own
IEU: Queue Order: Marketing Lists - Manual Assignments Marketing Lists
IEU: Queue Order: My Tasks My Tasks
IEU: Queue Order: My Team Leads My Leads (Sales Team)
IEU: Queue Order: My Team Opportunities My Opportunities (Sales Team)
IEU: Queue Order: Opportunities My Opportunities (Sales Credits)
IEU: Queue Order: Personal List: Contacts Personal List - Contacts
IEU: Queue Order: Personal List: Opportunities Personal List - Opportunities
IEU: Queue Order: Outbound Telephony Outbound call queue
IEU: Queue Order: Quotes Quotes
IEU: Queue Order: Service Requests Service Request
IEU: Queue Order: Tasks Tasks

Creating a Media Action

Use this procedure to create a media action for inbound telephony for Oracle TeleSales.

Responsibility

Call Center HTML Administration

Steps

  1. From the Oracle Interaction Center Server Manager, select the UWQ Media Action tab.

  2. Enter the following information for the media action.

    • In the Media Type field, select Inbound Telephony.

    • In the Classification field, type in the name of the media item classification that triggers the media action (screen pop).

    • In the Media Action field, select the business application that starts when a media item of the specified type with the specified classification is selected from a work queue.

  3. Click Update.

Setting Up Marketing Events

In Oracle Marketing the administrator has the ability to set up confirmation letters for event registration that are fulfilled automatically upon registration. The confirmation letter is fulfilled in addition to any collateral or cover letter selected in Oracle TeleSales. See to the Oracle Marketing Implementation Guide for more information.

Use this procedure to set up events.

Prerequisites

Steps

  1. Create events according to the Oracle Marketing User Guide. You can use event schedules or single events in the sales applications. Make sure of the following:

    • The event you create is active and you specify the event start date and end date.

    • You must enter a valid registration start date and end date. The registration start date cannot be earlier than today's date.

    • The Registration Required flag must be set in order to register in an event.

  2. Log into Oracle applications again as a System Administrator.

  3. Navigate to Profile > System.

  4. Set the following profiles:

    • OTS: Default Event Reply to Email Address: Enter the email address you want event enrollees to use for replying to enrollment confirmation e-mails.

    • OTS: Default Event Subject Line: Enter the subject line for the enrollment confirmation email.

Setting Up Marketing Collateral

Use this procedure to set up collateral for Oracle TeleSales. This includes collateral sent with events. You can set up either physical collateral such as brochures, books, compact disks, or electronic collateral which consist of e-mails and other files you create. Physical collateral is managed through Oracle Inventory. Physical collateral kits can be set up in Marketing and sent using TeleSales. Perform collateral setup in Oracle Marketing. Note that Oracle Marketing uses the term deliverable instead of collateral, so you must follow the procedures for creating deliverables.

Prerequisites

Steps

  1. Set up the following system profile options:

    • OTS: Default Shipping Method for Electronic Collateral. This profile sends the default fulfilment method for electronic collateral.

    • OTS: Default Shipping Method for Physical Collateral. This sets the default shipping method which can be changed by the agent sending collateral.

    • OTS: Default Cover Letter for Collateral Requests. This profile assigns a default cover letter for sending electronic collateral.

    • OTS: Default Collateral Printer Name. If you want to print collateral, then enter the network printer name.

    • AMS: Should Call To Inventory Modules To Be Made. Set to Yes

    • AMS: Should Call To Pricing Modules To Be Made. Set to Yes

    • OTS: Default Collateral Reply To Email Address. This setting is required for sending electronic collateral. Enter the e-mail address you want collateral recipients to use when replying with collateral confirmation e-mail.

    • OTS: Default Collateral Subject Line. This setting is required for sending electronic collateral. Enter the subject line you want collateral recipients to use when replying with collateral confirmation e-mail.

  2. If you are creating physical collateral then:

    1. Set the profile AMS: Item Validation Master Organization to your inventory organization.

    2. Log into Oracle Marketing HTML interface.

    3. Create the deliverable in the Create Deliverable window of Oracle Marketing selecting the Physical radio button.

    4. After you create the deliverable, navigate to the Inventory Item and Kit side panel menu item and note down the part number from the Part Number read only field. This automatically-generated part number starts with the letters DELV.

    5. If you want to send physical collateral through order management, then set the profile option Default Collateral Order Type to default the order type that you set up to fulfill collateral orders through Oracle Order Management.

    6. Navigate to Inventory > Items >Master Items.

    7. Select the inventory organization for your collateral. You must select the inventory organization set up as the default organization in Oracle Marketing.

    8. You can also customize the inventory organization for your collateral by choosing the inventory organization that is set in the system profile option OTS: Collateral Organization. If this profile option is not set, then the application will use the master inventory organization of the logged-in user’s default operating unit. If the default operating unit is also not set, then the value that is set for the profile option MO: Operating Unit will be used for master inventory organization. This determines what items appear in the collateral inventory items and shipping methods LOVs.

      If the OTS: Collateral Organization profile option is set, then when a user attempts to select event collateral that is restricted by operating unit access, the application will show this error message:

      The collateral associated with the selected event does not belong to your accessible Operating Unit(s). Please select a different event.

    9. Use the Item List of Values (LOV) to enter the Item. As the LOV lists all of the items in your inventory, you can limit your search to DELIV%.

    10. If the collateral is going to be shipped from multiple warehouses, then from the Tools menu choose Organization Assignment and assign the appropriate warehouses. See Oracle Inventory User's Guide for more information.

    11. On the Main tab, use the Lists of Values (LOVs) to enter Each as the unit of measure, Finished good as the User Item Type, and Active as the status. The Both radio button is selected by default.

    12. On the Inventory tab, select the Inventory Item, Stockable, and Transactable boxes.

    13. On the Costing tab, select the Costing Enabled, Inventory Asset Value, and Include in Rollup boxes.

    14. On the Purchasing tab, select the Purchased and Purchasable boxes.

    15. On the Order Management tab, select the Customer Ordered, Customer Orders Enabled, and Shippable radio buttons and enter the default shipping organization.

    16. On the Invoicing tab, select the Invoicable Item and Invoice Enabled boxes.

    17. Click Save on the toolbar.

    18. Navigate to Inventory >Transactions > Miscellaneous Transactions.

    19. Use the Type LOV to enter Miscellaneous receipt.

    20. Click Transaction Lines.

      The Miscellaneous Receipt window opens.

    21. Use the LOV to enter the item.

    22. Use the Sub Inventory LOV to enter Stores.

    23. Enter the quantity of the item in inventory.

      Note: You must enter a quantity for the item in Inventory. Entering a quantity in Oracle Marketing is not sufficient.

    24. Use the Account Alias LOV to enter Miscellaneous.

    25. Save your work.

  3. If you are creating electronic collateral then:

    1. Follow the procedures described in the Oracle One-to-One Fulfillment Implementation Guide. This chapter explains both how to set up the fulfillment server and how to create your electronic collateral ready for mail merge.

    2. Create the deliverable in the Create Deliverable window of Oracle Marketing selecting the Electronic radio button.

    3. After you create the deliverable, navigate to the Inventory Item and Kit side panel menu item and note down the part number from the Part Number read only field. This automatically-generated part number starts with the letters DELV.

      Note: If no part number appears, then the collateral item is not available in Oracle TeleSales.

Setting Up Class Types

Interest Types can be used to classify organization sites in the Organization Details window and to classify opportunities in the Classification tab of the Opportunity Center. An interest type can represent any classification of products.

The Interest Type classification has three layers:

Use the following procedure to define Class Types.

Responsibility

TeleSales Administrator

Navigation

TeleSales Administration > Sales > Sales Category > Sales Class Type

Steps

The Sales Class Types page opens.

  1. To search for a class type:

    1. Select a type from the drop down list.

    2. Enter a description.

    3. Check all applicable boxes to indicate where the classification is to be used (Account Classification, Opportunity Classification, Globally Enabled).

    4. Click Search.

  2. To create a new class type:

    1. Select the first blank Type field and enter the name of the new class type. This is a required field.

    2. Optionally, enter a description.

    3. Check all applicable boxes to indicate where the classification is to be used (Account Classification, Opportunity Classification, Globally Enabled).

    4. Select the Globally Enabled box to indicate that the classification is to be activated throughout the entire implementation.

      You can create a class type without enabling it at either the global or organization level, however, this class type will not be available for use. The intent is to be able to create class types that can be enabled at a later time.

  3. Click Update to save your work.

Setting Up Class Codes

For every class type you can have two levels of class codes: primary and secondary. If you are defining class types to classify your company's products, use the primary code to identify large groupings of products. For example, for a computer company you might use the primary codes computers, peripherals, connectors, printers, and so on. You might then use the secondary codes for product families such as desktops, laptops, modems, or printers.

Use the following procedure to modify and create class codes. These are only used to classify an organization site in Organization Details and to classify opportunities in the Classification tab of the Opportunity Center.

Responsibility

TeleSales Administrator

Navigation

TeleSales Administration > Sales > Sales Category > Sales Class Code

Steps

The Sales Class Codes page opens.

  1. To search for a Sales class type:

    1. Select a class type from the drop down list.

    2. Click Search.

  2. To create a new primary class code:

    1. Enter the class code for the class type you want to set up. This is a required field.

    2. Enter a description.

    3. Select the Enabled box, if applicable.

  3. To create a new secondary class code:

    1. Click the Primary Code link.

    2. Enter the class code.

    3. Enter a description.

    4. Select the Enabled box, if applicable.

  4. Click Update to save your work.

Setting Up Scripting

Follow the instructions in the Oracle Scripting Implementation Guide and Oracle Scripting User Guide to set up scripts for your agents.

Enabling Multi-Organization Access

The Multi-Organization Access Control (MOAC) functionality enables users to access secure data in one or more operating units within the context of a single responsibility. Thus, users logged in under a single responsibility can perform business tasks on entities belonging to all of the operating units to which they have access. For example, a user can add products associated with multiple operating units to the same opportunity or lead. Since product categories are not restricted by organization, users can add any product category at any level in the product category hierarchy.

Users can access multiple operating units, so there is a default operating unit that a user works with frequently. This default operating unit, which can be set at the user and responsibility levels is the operating unit that defaults in the user interface when a user is able to select an operating unit. It is also the operating unit that is stamped on new opportunities when they are created. To enable the stamping of opportunities with the user’s default operating unit, you must set the profile options MO: Default Operating Unit and MO: Security Profile to valid values. These profile option setting are mandatory. Stamping the user’s new opportunity with the default operating unit does not limit user access to the opportunity and the stamp is not exposed to the user.

Note: Whether or not you are implementing multiple organization functionality, you must set the profile option MO: Operating Unit.

New account sites and new account relationships are also stamped with the user’s default operating unit if the profile option is set. This operating unit stamp is not exposed to the user, however it is displayed on the account details form if the user has access to it through responsibility. These error messages display if MO: Default Operating Unit is not set or is set incorrectly, and the user attempts to create a new account site, or create a new account relationship:

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.

Also, if the profile OTS: Collateral Organization is not set, and the user attempts to select event collateral that is restricted by operating unit access, the user receives this error message: The collateral associated with the selected event does not belong to your accessible Operating Unit(s). Please select a different event.

See the Oracle E-Business Suite Multiple Organizations Implementation Guide for information on setting the profile options MO: Default Operating Unit and MO: Security Profile, as well as implementation considerations for operating unit security, and other details on enabling Oracle TeleSales users to access multiple operating units.

Setting Up Call Center and Advanced Outbound and Advanced Inbound

Your organization may have elected to implement a third-party tool to replace Oracle Advanced Inbound. If that is the case, see the implementation documentation for that tool.

For details on these implementation tasks, refer to the Oracle Advanced Inbound Telephony Implementation Guide.

For Setting up Oracle Advanced Outbound, refer to the Oracle Advanced Outbound Telephony Implementation Guide.

If you are planning to use direct telephony integration, then the following steps do not apply to you. Go instead to Setting Up Direct Telephony Integration.

Steps

  1. Install Interaction Center Server Manager.

  2. Define the Oracle Interaction Center server group. You can turn the icWorkController on or off for a particular server group. Turn it off if you are using a third party softphone or agents will use teleset only.

  3. Define and configure the Oracle Interaction Center server processes.

  4. Configure Oracle Universal Work Queue for inbound telephony.

  5. Verification using the switch simulator.

  6. Define and configure CTI middleware.

  7. Map IVR data to fields in Oracle Applications.

    TeleSales can screen pop the eBusiness Center using the following numbers:

    • Account Number

    • Invoice Number

    • Event Registration Confirmation Number

    • Collateral Request Confirmation Number

    • Party Number: this is the number representing the party, not the party id.

    • Relationship Number

    • Order Number

    • Quote Number

    • Marketing Pin

    • Contract Number

    • Service Request Number

    • Service Key

  8. Set up routing for inbound calls.

  9. Set up classifications.

  10. Set up media action and classification.

  11. Install Oracle Call Center Connectors.

Setting Up Direct Telephony Integration

Without direct telephony integration, a typical customer care inbound call requires the existence of Oracle Telephony Manager (OTM) and Universal Work Queue (UWQ) to handle agent login and the screen pop process. With direct telephony integration, the eBusiness Center form of Oracle TeleSales handles the login process, and a Java bean listens for screen pop events coming directly from an AST Java applet. Users who have telephony set up through OTM and UWQ do not need to change anything. However, the profile option Customer Care: Telephony Screen Pop Mode is available for users who want to make use of the direct telephony integration feature. This feature requires an adapter, whose purpose is to facilitate communication between the form and a third-party softphone. To build this adapter, use the information in this section and refer to the Oracle Telephony Adapter SDK Developers Guide for additional details.

For direct telephony integration, the application does not support multiple interactions such as both an offline interaction and a simultaneous online interaction for an agent. Another example of an unsupported multiple interaction is a "warm transfer," the ability to transfer caller information between agents, which is a feature of Oracle Advanced Inbound.

Design Requirements

This design of direct telephony integration requires that the following statements are true:

Ranking Logic

The eBusiness Center is queried based on party_id. This party_id is derived from the previous interaction key parameters that are passed to Oracle TeleSales. The first valid party_id is derived from these parameters in the order provided above. The ranking logic is such that after a valid party_id is found, the system ignores the other parameters in this order. If none of the parameters is valid, then the Universal Search window is displayed.

Setup Steps

Here are the basic setup steps for direct telephony integration:

  1. Set profile Customer Care: Telephony Screen Pop Mode to the value Direct.

  2. Set profile OTS: Enable Integrated Telephony Login to the value Yes.

  3. Set up Interactive Voice Response (IVR).

  4. Set up telephony.

Login Sequence for the eBusiness Center Window

Here is the login sequence for a eBusiness Center window that has been enabled for direct telephony integration:

  1. An agent logs in to the CTI client softphone in an unavailable status (so that the agent does not immediately start receiving phone calls).

  2. The agent logs in to Oracle Applications and opens Oracle TeleSales.

  3. The agent chooses Telephony Login from the Tools menu.

  4. The agent enters the extension in the Teleset Details window.

  5. The eBusiness Center Refresh Utility sends the telephony login message to the CTI switch.

  6. The CTI switch enables the CTI softphone.

    Note: Agents can also log into Oracle Applications before logging into the CTI client. In this case, the agents must manually make themselves available on the CTI client.

Call Flow Sequence for the eBusiness Center Window

Here is the flow for incoming calls:

  1. An agent accepts a call on the CTI softphone.

  2. The softphone sends an XML message with the customer information to the eBusiness Center Refresh Utility and puts itself into an unavailable mode.

  3. The eBusiness Center window is refreshed based on the supplied parameters. If multiple parties match, then the application displays the matches for agents to choose. If no parties match the parameters, then the application displays a Universal Search window. The Refresh Utility puts itself into an unavailable mode.

  4. When an agent ends the interaction, either by doing a call wrap up or by clicking the End Interaction icon in the toolbar, the utility sends the end interaction message to the CTI softphone causing it to become available again.

Setting Up Campaign Assignments

This section applies to TeleSales with Oracle Advanced Outbound or Universal Work Queue Marketing List.

In this step you assign marketing campaign activities to individual sales agents or to sales groups. The sales groups are those groups or resources you created using Oracle Resource Manager, a component of Oracle Trading Community Architecture. Marketing campaign activities are created using Oracle Marketing.

You can either assign campaign activities to individual agents or sales groups or assign agents or sales groups to individual campaign activities. Both procedures outlined below accomplish the same goal.

Assigning Campaign Activities to Agents

Use this procedure to assign campaign activities to agents or groups of agents.

Responsibility

Sales Administrator

Navigation

Administration > Sales > Call Center > Campaign Assignments

  1. If you want to assign campaign activities to individual agents, then under the Assign to heading:

    1. Select the Resource radio button.

    2. Click Go.

      The Resource LOV appears.

    3. Enter the individual's last name or a partial name in the text box. You can use the % sign to substitute for missing characters.

    4. Click Go.

    5. Select the individual's name from the list.

  2. If you want to assign campaign activities to sales groups, then under the Assign to heading:

    1. Select the Resource Group radio button.

    2. Click Go.

    3. Enter the group's name or partial name in the text box. You can use the % sign to substitute for missing characters.

    4. Click Go.

    5. Select the group's name from the list.

  3. To assign campaign activities to the individual or group:

    1. Click Add Campaign.

    2. Click Go.

    3. Select the name of the campaign activity you want to assign.

    4. Click Update.

    5. Repeat this procedure for each campaign activity you want to assign.

Assigning Agents to Campaign Activities

Use this procedure to assign sales agents or sales groups to marketing campaign activities.

Responsibility

Sales Administrator

Navigation

Administration > Sales > Call Center > Agent Assignments

  1. If you know the campaign activity name, then next to the name click Go.

    A list of campaign activities appears.

  2. You can also search by entering the name or a partial name of the campaign activity in the Campaign Activity Name field. You can use the % sign to substitute for missing characters and click Search.

  3. Select the campaign activity from the list and click OK.

  4. If you want to assign an individual agent to the campaign activity, then under the Assign to heading:

    1. Click Add Resource.

    2. Click Go.

    3. In the Resources LOV, enter the individual's last name or a partial name in the text box. You can use the % sign to substitute for missing characters.

    4. Click Go.

    5. Select the individual's name from the list.

  5. If you want to assign sales groups to the campaign activity, then under the Assign to heading:

    1. Select the Resource Group radio button.

    2. Enter the group's name or partial name in the text box. You can use the % sign to substitute for missing characters.

    3. Click Go.

    4. Select the group's name from the list.

  6. Click Update.

  7. Repeat this procedure for each campaign activity you want to assign.

Enabling Oracle Email Center

A Telesales Agent can click an e-mail address in Oracle TeleSales to open an e-mail addressed to the customer and send it through the Email Center. The e-mail is then recorded as an interaction. Perform the following tasks to enable Email Center.

Steps

  1. Perform the implementation steps per Oracle Email Center documentation.

  2. Set the system profile option OTS: Enable Email Center Integration to Yes.

  3. For each TeleSales Agent, perform the following steps in Resources:

  1. Select iCenter for Role Type.

  2. Select eMail Center Agent for Roles.

Enabling Interaction Tracking and Wrap-up

Oracle TeleSales can track customer-related interactions by agents and record the outcome of those interactions, the wrap-up.

Interaction Overview

Oracle TeleSales can track agent interactions (also referred to as touch points) with customers and the different activities within those interactions. The activities an interaction can track includes the modifying and closing of leads and opportunities, the enrollment of contacts in events, the mailing of collateral, the placing of calls to customers, and so on.

The interaction records an activity whenever an agent:

Each activity is itself composed of an action and the object of that action, this is called an action item. Interactions track and record the following actions and action items.

Actions:

Action Items:

Agents can start an interaction at any time while working in the Opportunity Center, the Lead Center, or the eBusiness Center, by clicking the Start Interaction button on the toolbar. When agents end the interaction by clicking on the Wrap-up button, they enter information about the outcome of the interaction in the wrap-up window. The interaction record lists all the activities the agent performed while the interaction was open.

You can set up Oracle TeleSales to track interactions automatically. Automatic tracking starts whenever an agent queries up or modifies a customer record and ends when an agent queries up a record belonging to another party or closes the form where the interaction began.

You can set up interactions to require agents to record the outcomes of their interactions with customers in a wrap-up window or merely record a default outcome.

How the Application Tracks Interaction Activities for Party Relationships

Interaction activities recorded for any of the party types which make up a party relationship are recorded as being part of the same interaction. For example, if an agent starts tracking an interaction with Jim Jones: the CEO of Acme Corp., then any activity related to any of the following parties are treated as part of the same interaction.

Switching between any of these parties does not close the interaction.

The customer model used by Oracle TeleSales treats any relationships you enter between individuals and organizations as a separate party in the database. For example, when the user creates a new record for Jim Jones, CEO of Acme Corp. the application creates three parties in the customer model: Jim Jones (party type of Person), Acme Corp. (party type of Organization), and Jim Jones CEO of Acme Corp. (party type of Party Relationship).

Setting Up Interaction Tracking

To set up interaction tracking you must:

  1. Set up the system profiles telling the application what activities you want interactions to track. See Deciding What Actions You Want Interactions to Track.

  2. If desired, set up automatic interaction tracking. Setting Up Oracle TeleSales to Track Interactions Automatically.

  3. If you are implementing Oracle Advanced Inbound or Oracle Advanced Outbound and want agents to be able to see their call statistics in the Wrap Up window, then perform the implementation steps in the respective implementation guide.

  4. If you want agents to record the outcomes of their interactions on the wrap-up window, then:

    1. You must create the categories of outcomes, results, and reasons the agents will use for their call wrap-up. See Creating Outcomes, Results, and Reasons for Call Wrap-Up.

    2. Optionally, you can restrict different outcomes to different campaign activities. This way agents working on different marketing campaigns can have access to a different list of outcomes. See Assigning Outcomes to Campaign Activities.

Deciding the Actions You Want Interactions to Track

You must set up the following profile options which control the activities interactions to be tracked. This applies to both manual and automatic interaction tracking.

Setting Up Automatic Interaction Tracking

To track interactions automatically, you must set up the following additional system profiles:

Enabling Automatic Interaction Tracking for Opportunities:

This example illustrates the use of these profile settings.

For example, if you want to enable automatic interaction tracking for all agent activities relating to opportunities and the tracking to start whenever an agent updates a record. You want the tracking to happen in the background, without the agent having to perform any extra data entry.

You must set the following profile options to the values indicated:

The interaction ends automatically when the agent closes the window where the interaction was first started or changes the object the interaction relates to. For example, if a user opens up the eBusiness Center and from the Opportunity tab then opens the Opportunity Center, then the opportunity interaction ends when the user starts a new opportunity in the Opportunity Center.

Because the application must record at least one activity for an interaction to end, you must set up the default activity which is recorded if an agent closes a window without performing any of the activities. To set up the default activity, you must set two related profiles OTS: Interactions Default Action and OTS: Interactions Default Action Item.

Setting up Multiple Simultaneous Interactions

It is possible to track more than one interaction at one time. Each center can track only one interaction at a time, but you can open additional centers and start interactions in each. For example, you can open two Opportunity Centers and one eBusiness Center and start interactions in all three.

Forms Navigation

Profiles > System

To track multiple interactions simultaneously, you must set up the following additional system profiles:

Creating Outcomes, Results, and Reasons for Call Wrap-Up

If you want agents to record the outcomes of interactions with customers using the wrap-up window, then you must populate the different lists of values the agents will use for that purpose. This means setting up the different outcomes, results, and reasons.

You also define valid combinations of outcome, result, and reason for wrap-up. The options that appear in the LOVs in the Wrap-Up window depend on these settings. The combinations can be defined for interaction and activity level. You can also specify whether an outcome requires a result, and a result requires a reason. The end date deactivates the outcome, result, and reason in LOVs in the Wrap-Up window.

See the Oracle Customer Interaction History Implementation Guide for details.

Assigning Outcomes to Campaign Activities

If you assign outcomes to marketing source codes, then agents who are working with customers classified by different source codes can have different outcome classifications available to them to wrap up calls. For example, you can use Leave message as a possible outcome for a customer satisfaction campaign, but not for a sales campaign.

Although sales agents see all marketing activities as source codes, you must assign the outcomes only to the marketing activity called a campaign activity. Campaign activities must be created in Oracle Marketing.

Creating Default Wrap Ups

You can create default wrap ups including campaign codes, outcomes, results, and reasons. Then create Action-Activity Type pairs and assign a default wrap up to each pair. See the Oracle Customer Interaction History Implementation Guide for details.

A user wrapping up an interaction can accept the default outcome, result, and reason or change them as needed.

Batch Processing

The collateral history in Oracle TeleSales requires that you periodically run the concurrent program Interaction History Bulk Process to update the history. See the Oracle Customer Interaction History Implementation Guide for details.

Enabling Web Directory Assistance

Use this procedure to enable web directory assistance for agents.

Responsibility

Sales Administrator

Navigation

Administration > Sales > Call Center > Web Assistance

Steps

  1. Click Create Web Assistance.

  2. Using another browser window, navigate to the web directory assistance service you want to use.

  3. Perform a search for any individual. For example, for John Doe in California.

    Keep the page with the results open. You will refer to it for the rest of this procedure.

    For example, navigate to www.superpages.com, select the People Pages tab, and search for John Doe in California.

    The search returns a page with the following URL:

    http://wpg2.superpages.com/wp/results.phtml?SRC=&STYPE=WS&PS=15&PI=1&WF=John&WL=Doe&T=&S=CA&search=Find&pow=0&rtd=wpg1.superpages.com

  4. In the Proxy Host field, enter the name of your organization's proxy server.

  5. In the Port field, enter the port number for the proxy server.

  6. In the Search URL field, enter the part of the URL before the question mark (?).

    In the SuperPages.com example, you copy and paste the following: http://wpg2.superpages.com/wp/results.phtml

  7. In the Header Constant field, enter the part of the CGI portion of the URL header that remains constant when you perform different searches.

    Note: You might need to perform additional searches to determine what portion of the URL remains constant.

    In the SuperPages.com example this is: SRC=&STYPE=WS&PS=15&PI=1.

  8. In the Trailer Constant field, enter the constant part of the URL after the search terms.

    In the SuperPages.com example this is: &search=Find&pow=0&rtd=wpg1.superpages.com.

  9. Enter the switch separator. The switch separator is always the ampersand (&).

  10. Enter the URL separator. The URL separator is always the question mark (?).

  11. Click Update.

  12. Click Detail for the web assistance you created.

  13. Click CGI Switches.

  14. Create each switch to include in the search. The switches are the CGI script variables used for your search criteria. Each switch is followed by an equals (=) sign. In the SuperPages.com example these are: WF, WL, T, and S. For each switch:

    1. Click Create.

    2. Enter the switch in the Switch Code field. The entry is case sensitive.

    3. Enter a number in the Sort Order field indicating the order this switch appears in the URL.

    4. Enter plus (+) for the data separator.

    5. Select Y next to the search criteria related to this switch. For SuperPages.com WF is used for first name, WL for last name, T for city, and S for state.

    6. Set the Enable field to Y. Any disabled switch has a corresponding disabled field on the Directory Assistance page.

    7. If user entry for this switch is required by the web assistance service, then select Y for the Required field. Look on the search web page to find out what fields are required. In the SuperPages.com example last name is the required field.

    8. Click Update.

      The Web Assistance Details page displays the new switch.

  15. After testing your settings, set Enabled to Y.

    Note: You can enable only one service at a time.

  16. Select yes or no for the directory assistance flag. Only one web directory can be used for directory assistance.

  17. Click Update to save your changes.

Setting Up Relationship Plan

Oracle TeleSales uses the relationship plan feature in Oracle TeleService. Relationship plans are available for the party type of organization only. Follow the implementation steps in the Oracle TeleService Implementation Guide if you want to implement this feature.

To enable the relationship plan, set the profile option OTS: Relationship Plans - Enable Relationship Plans to Yes.

Setting Up the Dashboard

Follow the instructions in the Oracle TeleService Implementation Guide to set up the dashboard.

Setting Up the At A Glance Window

The At A Glance window displays a customer's recent activities. The user can launch an action from the summary of information.

Customize the Menu

This is an optional step. You can customize what appears in the At A Glance window by customizing the existing OTS: At a Glance Display Menu or creating your own menus.

Your created menus can have only the seeded functions for the appropriate business objects. Following is a list of the seeded functions:

Function Name User Function Name
AST_INTERESTS_MV At a Glance – Product Interests
AST_OPPORTUNITIES_MV At a Glance – Opportunities
AST_QUOTES_MV At a Glance – Quotes
AST_LEADS_MV At a Glance – Sales Leads
AST_TASKS_MV At a Glance – Tasks

The profile option OTS: At a Glance Display Menu assigns what menu is applied to the window for different users. This profile option can be set at the site, application, responsibility and user levels. The default site value is the menu set in the profile option OTS: At a Glance Display Menu.

Customize the Criteria

This step is optional. You can change the nodes in the summary section which also changes the option in the drop down View lists. Follow the procedure for setting up the dashboard in the Oracle TeleService Implementation and User Guide. Use only the following mapping in the dashboard setup. Only the views listed below should be used in the profile variable queries. Also, dashboard profile variables/checks can be created only for the following dashboard categories.

Dashboard Category View Name Business Object
INTERESTS AST_INTERESTS_MV Product Interests
OPPORTUNITIES AST_OPPORTUNITIES_MV Opportunities
QUOTES AST_QUOTES_MV Quotes
LEADS AST_LEADS_MV Sales Leads
TASKS AST_TASKS_MV Tasks

The profile option OTS: At a Glance - Enable Dashboard Data Refresh at Form Startup controls how the count is displayed in the summary section.

Set to Yes: Runs the Customer Profile Engine concurrent program to refresh the summary section for the queried party every time the At a Glance window is opened by any user. (The window opens more slowly when set to Yes.)

Set to No: You need to add the Customer Profile Engine concurrent program with the following parameters to the schedule to periodically refresh the count information in the summary section.

Parameters: The dashboard groups are your parameters. If you did not customize. then select the following three seeded dashboard groups:

Customer Profile Engine is a concurrent program that is part of the TeleService dashboard setup. Refer to the Oracle TeleService Implementation Guide for more details on setting up this concurrent request.

Set up Window Title

This step is optional.

By default, the window title shows the party name followed by the primary phone number, city and country name. Your administrators can create a custom query for a dashboard profile variable with code to set the window title according to their needs. The only bind variable enabled is party_id and it should be part of the query as ':party_id'. The total length of the window title (including the party name which is displayed always before any customization) must not exceed 250 characters

As part of the dashboard setup create a profile variable with the following variable code:

AST_AT_A_GLANCE_WINDOW_TITLE

Set the Title for the Business Objects

This step is optional. You can change the titles for each business object that appears in the window by changing the meaning for the following lookup codes for lookup type OTS: At a Glance Business Objects:

Lookup Code Current Meaning
AST_INTERESTS_MV Product Interests
AST_OPPORTUNITIES_MV Opportunities
AST_QUOTES_MV Quotes
AST_LEADS_MV Sales Leads
AST_TASKS_MV Tasks

Customize the Action Drop Down Menu

This step is optional. You can change the text for the Action drop down menu by changing the meaning for the following lookup codes for lookup type OTS: At a Glance Actions:

Lookup Code Current Meaning
AST_RC_ALL Launch eBusiness Center
AST_EBC_SLD Create Lead
AST_EBC_OPP Create Opportunity
AST_EBC_TSK Create Task
AST_EBC_QTO Create Quote
AST_CU_ORD Create Order
AST_EBC_SR Create Service Request
AST_NT_TAB Create Note

Setting Up Web Collaboration

If you want users to be able to join or start a meeting from the eBusiness Center, Opportunity Center, or Lead Center, then set up your web collaboration software. The Web Collaborate toolbar and menu item are enabled only when both of the following profiles are set up. The Start Page for the web collaboration is necessary to enable web collaboration.

Setting Up Opportunity Forecasting

Oracle TeleSales enables users to track an overall forecast total for an opportunity, as well as manage the amounts (Best, Forecast and Worst) at the product line level. Also, users can capture forecast amounts for each product line that enable agents to receive sales credits at the revenue level or at the non-revenue level, depending on their role in the sale.

Users can add or modify the forecast total amount for an opportunity at the opportunity header level. Also, they can modify the Best, Forecast and Worst amounts that are displayed at the product line level for an opportunity. The Best, Forecast, and Worst amounts are initially calculated based on profile option settings. However, when users enter the forecast amount at the opportunity header level and save the changes, the Best, Forecast, and Worst numbers are recalculated based on that amount. Also, users can manually override the amounts for Best, Forecast, and Worst.

How Best, Forecast and Worst Values are Calculated

By default , this calculation is controlled by the ASN: Forecast Defaulting Type profile option. Opportunity product line forecast default amounts are calculated using weighted pipeline or win probability range. By default, Oracle TeleSales uses weighted pipeline to determine forecast default amounts.

If the weighted pipeline is used to calculate forecast amounts, it is used as shown in the table below:

Weighted Pipeline and Forecast Amounts
Status Best Forecast Worst
Forecastable
Not Won		 Pipeline Amount Pipeline Amount * Win Probability 0
Forecastable
Won		 Pipeline Amount Pipeline Amount Pipeline Amount
Not Forecastable Blank and not editable Blank and not editable Blank and not editable

If the win probability range is used to calculate forecast amounts, it is used as shown in the table below:

Win Probability Ranges and Forecast Amounts
Status and Win Probability Range Best Forecast Worst
Forecastable
Not Won
Win Probability < 40%		 0 0 0
Forecastable
Not Won
40% <= Win Probability < 60%		 Pipeline Amount 0 0
Forecastable
Not Won
60% < = Win Probability < 80%		 Pipeline Amount Pipeline Amount 0
Forecastable
Not Won
80% < = Win Probability		 Pipeline Amount Pipeline Amount Pipeline Amount
Forecastable
Won
Win Probability is not applicable in this case		 Pipeline Amount Pipeline Amount Pipeline Amount
Not Forecastable
Win Probability is not applicable in this case		 Blank and not editable Blank and not editable Blank and not editable

Note that any manual updates that users make to the Best, Forecast, and Worst amounts override the values that result from any defaulting that has been set through profile options.

  1. To set up opportunity forecasting, set the following profile options:

    • ASN: Forecast Defaulting Type

    • ASN: Default Non-Revenue Credit Type

    • ASN: Default Forecast Category

    • ASN: Forecast Sales Credit Type

    See the Oracle Sales Implementation Guide for details on these profile options.

Integrating with Oracle Order Management

The integration with Oracle Order Management provides the ability to create new orders, view an individual order, and view a list of orders for a customer in the eBusiness Center.

Viewing and Creating Orders in an Order Form

  1. Set the following profile option to determine the form the orders appear in. The profile can be set at all levels.

    OM: Sales Orders Form Preference

    Set to one of the following:

    • Sales Orders: the existing form

    • Quick Sales Order: the new form

      Default: Sales Orders

  2. Add the sales order form you selected in the profile option to the TeleSales Agent Menu or the TeleSales Manager Menu or both.

    • For the existing form (Sales Orders), select the User Function Name Sales Orders: External Users The Function Name is ONT_OEX_OEORD_EXTERNAL.

    • For the new quick entry form (Quick Sales Order), select the User Function Name Quick Order Entry: External Users The Function Name is ONT_OEXOETEL_EXTERNAL.

      You can add both forms to the menu. For example User A and User B have the same responsibility and therefore see the same menu, but User A's user level profile option is set for Sales Orders and User B's user level profile option is set for Quick Sales Order.

Viewing Orders on the Order Tab of the eBusiness Center

Set the following system profile options to view orders in the Order tab.

Setting the Default Primary Address for Sales Orders

Set the OTS: Sales Order Default Address Source system profile option to set the default primary address for sales orders. Values are Oracle TeleSales or Order Management. The default is Oracle TeleSales.

Integrating with Oracle Contracts Modules

A user can view the details for a contract from the Contract tab in the eBusiness Center only if the menu Define Coverage Template is added to the TeleSales Agent Menu.

Setting Up Business Event Notification

Business events are used by Oracle TeleSales to notify users about changes to customer, opportunity, and lead information. These events are available for you to write a subscription function to raise a Work Flow notification for any of the customer and opportunity changes. When information changes in the system, users are notified using workflow in the Oracle Work Flow Business Event System.

The set up process for business events functionality in Oracle TeleSales requires the System Administrator to:

How Business Events are Raised

In Oracle TeleSales, business events are triggered from the user interface for Opportunity and Customer Sales Team modules. No events are raised if the Opportunity or Sales Team API are invoked through means other than the TeleSales user interface. These events are not raised from the API because of multiple API calls and multiple updates within an API that cause multiple redundant events to be raised for a given user interface action.

A business event is raised when a user interface screen is submitted (for example, Opportunity Update) in four steps:

  1. Before the start of the business logic for the UI screen, a data snapshot is put onto the AS_EVENT_DATA table after generating a new event key. This is done for all events that could be raised submitting the screen. For example, before Opportunity Update a Snapshot of AS_LEADS_ALL and AS_ACCESSES_ALL is taken for the LEAD_ID to be updated since either the Opportunity header or the Sales Team can change through online TAP upon Opportunity update. The OBJECT_STATE is marked as OLD.

    The above snapshot is taken only if there are enabled user subscriptions to the corresponding event.

  2. For each data snapshot taken in the first step, a data snapshot is taken after the business logic is completed. Then, an asynchronous seeded event with phase 100 is raised with the corresponding key. Note that this is a seeded internal event and not for user subscription.

  3. There is a seeded subscription function for each asynchronous internal event raised in the previous step. This function compares the old and new snapshots and raises the corresponding user event if the snapshots are different. Since this function is called asynchronously the synchronous user subscriptions corresponding to the user event raised are also asynchronously run with respect to the user interface.

    If there is no difference between the old and new snapshots then no user event is raised and the event data in AS_EVENT_DATA corresponding to the event key is deleted.

  4. If a user event was raised in the previous step, after all the user subscribed functions finish execution, the seeded subscription to the user event AS_BUSINESS_EVENT_PVT. Event_data_delete at phase 99 is called which deletes the event data in AS_EVENT_DATA corresponding to the event key.

For the asynchronous event raised in step three to be processed, the concurrent program "Workflow Agent Listener" should be running on the WF_DEFERRED queue periodically (For example, the next request is scheduled one minute after the completion of the current one). If the concurrent program is not visible you might have to enable it or add it to your security group.

Identifying Business Events

The event name (for example, oracle.apps.as.opportunity.update_salesteam) and the description are necessary for writing the subscription function and also for creating the subscription by the System Administrator.

The available business events are:

Creating a Subscription Function

Writing subscription functions are an important step in setting up business events notification. This section gives the details required for writing a subscription function, including an example. The System Administrator needs only the name of the subscription function, however the details are required for an implementation of the subscription function for the required notification.

For further details, refer Oracle XML Gateway User's Guide.

Event Parameters

The following table shows the parameters that are passed to a subscribing function when an event is raised, in addition to the event name and event key. The information about the old event and new event data are captured in the table AS_EVENT_DATA.

Event Name Parameters Description
oracle.apps.as.opportunity.update_header
oracle.apps.as.opportunity.update_wonStatus
oracle.apps.as.opportunity.update_lostStatus
oracle.apps.as.opportunity.update_closedStatus
oracle.apps.as.opportunity.update_salesteam		 LEAD_ID Lead ID of opportunity
  USER_ID Logged in User ID
  RESP_ID Resp ID
  RESP_APPL_ID Application ID
  SECURITY_GROUP_ID Security Group ID
  ORG_ID Organization ID
oracle.apps.as.customer.update_salesteam CUSTOMER_ID Customer ID whose sales team has changed
  USER_ID Logged in User ID
  RESP_ID Resp ID
  RESP_APPL_ID Application ID
  SECURITY_GROUP_ID Security Group ID
  ORG_ID Organization ID

AS_EVENT_DATA Table

The AS_EVENT_DATA table is a generic temporary table used to capture old and new event data for Opportunity and Customer Sales Team events.

When a business event is raised, the subscribing function receives the event name and an event key which identifies the event. For Opportunity and Customer Sales Team events, the event data is captured in the AS_EVENT_DATA table with the event_key. The column labeled OBJECT_STATE identifies whether the data is old or new in the table.

For opportunity header update, close, and win/loss events, there are two entries for each event key, one entry for the old event and one entry for the new event data. For opportunity and customer sales team update events, there is one entry for each sales team member in the old and new sales team.

Fields in the old and new records are mapped to the generic Number, Date, and Character fields. This enables the subscribing function to query the AS_EVENT_DATA table using the event_key and object_state (OLD/NEW) columns to retrieve the old and new event data for the corresponding event.

The following table summarizes the important fields of the AS_EVENT_DATA table.

Column Name Data type Length Optional Comment
EVENT_KEY VARCHAR2 240 NOT NULL Unique identifier for the event raised.
OBJECT_STATE VARCHAR2 3 NOT NULL Indicates if the parameter contains existing, new, or replacement values. OLD values currently exist. NEW values create initial values or replace existing values.
CHAR01 To CHAR80 VARCHAR2 520 NULL Value of the parameter only if the data type is VARCHAR2.
NUM01 To NUM30 NUMBER   NULL Value of the parameter only if the data type is NUM.
DATE01 To DATE15 DATE   NULL Value of the parameter only if the data type is DATE.

Subscription to sales business events should not delete the entries in the AS_EVENT_DATA table. Entries are deleted by a seeded subscription to the function AS_BUSINESS_EVENT_PVT.Event_data_delete.

Event Data Mapping

The table below shows the event data mapping from the original table to the AS_EVENT_DATA table.

Events Record Columns AS_EVENT_DATA columns
oracle.apps.as.opportunity.update_header
oracle.apps.as.opportunity.update_wonStatus
oracle.apps.as.opportunity.update_lostStatus
oracle.apps.as.opportunity.update_closedStatus		 LEAD_ID NUM01
The mapping defined is from AS_LEADS_ALL to AS_EVENT_DATA CUSTOMER_ID NUM02
  ADDRESS_ID NUM03
  OWNER_SALESFORCE_ID NUM04
  OWNER_SALES_GROUP_ID NUM05
  SALES_STAGE_ID NUM06
  WIN_PROBABILITY NUM07
  CUSTOMER_BUDGET NUM08
  SALES_METHODOLOGY_ID NUM09
  TOTAL_AMOUNT NUM10
  LAST_UPDATED_BY NUM11
  CREATED_BY NUM12
  CLOSE_COMPETITOR_ID NUM13
  SOURCE_PROMOTION_ID NUM14
  END_USER_CUSTOMER_ID NUM15
  END_USER_ADDRESS_ID NUM16
  ORG_ID NUM17
  PRICE_LIST_ID NUM18
  INCUMBENT_PARTNER_RESOURCE_ID NUM19
  INCUMBENT_PARTNER_PARTY_ID NUM20
  OFFER_ID NUM21
  LAST_UPDATE_DATE DATE01
  CREATION_DATE DATE02
  DECISION_DATE DATE03
  LEAD_NUMBER CHAR01
  STATUS CHAR02
  ORIG_SYSTEM_REFERENCE CHAR03
  CHANNEL_CODE CHAR04
  CURRENCY_CODE CHAR05
  CLOSE_REASON CHAR06
  CLOSE_COMPETITOR_CODE CHAR07
  CLOSE_COMPETITOR CHAR08
  CLOSE_COMMENT CHAR9
  DESCRIPTION CHAR10
  PARENT_PROJECT CHAR11
  AUTO_ASSIGNMENT_TYPE CHAR12
  PRM_ASSIGNMENT_TYPE CHAR13
  DECISION_TIMEFRAME_CODE CHAR14
  ATTRIBUTE_CATEGORY CHAR15
  ATTRIBUTE1 CHAR16
  ATTRIBUTE2 CHAR17
  ATTRIBUTE3 CHAR18
  ATTRIBUTE4 CHAR19
  ATTRIBUTE5 CHAR20
  ATTRIBUTE6 CHAR21
  ATTRIBUTE7 CHAR22
  ATTRIBUTE8 CHAR23
  ATTRIBUTE9 CHAR24
  ATTRIBUTE10 CHAR25
  ATTRIBUTE11 CHAR26
  ATTRIBUTE12 CHAR27
  ATTRIBUTE13 CHAR28
  ATTRIBUTE14 CHAR29
  ATTRIBUTE15 CHAR30
  VEHICLE_RESPONSE_CODE CHAR31
  BUDGET_STATUS_CODE CHAR32
  PRM_EXEC_SPONSOR_FLAG CHAR33
  PRM_PRJ_LEAD_IN_PLACE_FLAG CHAR34
  PRM_IND_CLASSIFICATION_CODE CHAR35
  PRM_LEAD_TYPE CHAR36
  FREEZE_FLAG CHAR37
oracle.apps.as.opportunity.update_salesteam SALESFORCE_ID NUM01
The mapping defined is from AS_ACCESSES_ALL to AS_EVENT_DATA SALES_GROUP_ID NUM02
  ACCESS_ID NUM03
  LEAD_ID NUM04
oracle.apps.as.customer.update_salesteam SALESFORCE_ID NUM01
The mapping defined is from AS_ACCESSES_ALL to AS_EVENT_DATA SALES_GROUP_ID NUM02
  ACCESS_ID NUM03
  CUSTOMER_ID NUM04

Event Subscription Example

The following code example is for a subscription function which can be used for any of the Opportunity or Customer Sales Team events. It captures the event data and parameters to the same AS_EVENT_DATA table before deletion by the delete subscription. However, the copied event data has to be deleted manually. To subscribe to an event using this function enter <Package Name>.Data_capture for the Rule function.

-- This function is for subscribing, for testing/debugging of business events,
-- to business events raised by Opportunity and customer sales team modules
-- which log data to as_event_data table. It copies the event_data to new rows
-- in the same as_event_data table so that the debug data can be seen after it
-- is automatically deleted. It creates a new event_key like 'debug<sequence>',
-- The first rows contain the event parameters one by one. The parameter name is
-- stored in CHAR01 and value in CHAR02. Two pseudo parameters EVENT_NAME and
-- EVENT_KEY are added. The subsequent rows contain as_event_data corresponding
-- to the event key received. It is the users responsibility to delete these
-- debug rows from the as_event_data table.
FUNCTION Data_capture
 (p_subscription_guid  IN RAW,
  p_event              IN OUT NOCOPY WF_EVENT_T)
RETURN VARCHAR2
IS
 l_api_name     CONSTANT VARCHAR2(30) := 'Data_capture';
 l_index        NUMBER;
-- The Below methods are how you can get the event name and the event key.
 l_event_name   VARCHAR2(240) := p_event.GetEventName();
 l_key          VARCHAR2(240) := p_event.GetEventKey();
 l_new_key      VARCHAR2(240);
 l_param        WF_PARAMETER_T;
-- Get the parameter list from which we can get the event parameters.
 l_parameters   WF_PARAMETER_LIST_T := p_event.GetParameterList();
 l_debug        BOOLEAN := FND_MSG_PUB.Check_Msg_Level(FND_MSG_PUB.G_MSG_LVL_DEBUG_LOW);
BEGIN
    SAVEPOINT Data_capture;


    -- Debug Message
  IF l_debug THEN
     AS_UTILITY_PVT.Debug_Message(FND_MSG_PUB.G_MSG_LVL_DEBUG_LOW,
                 'Private API: ' || l_api_name || ' start');
     AS_UTILITY_PVT.Debug_Message(FND_MSG_PUB.G_MSG_LVL_DEBUG_LOW,
                 'Event Name = ' || l_event_name || ', key = ' || l_key);
    END IF;

    SELECT 'debug' || AS_BUSINESS_EVENT_S.nextval INTO l_new_key FROM DUAL;


  -- Get the event parameters one by one and store them in the AS_EVENT_DATA
    -- Table
    FOR l_index IN 1..l_parameters.last LOOP
        l_param := l_parameters(l_index);
        insert into AS_EVENT_DATA (
            EVENT_DATA_ID,
            EVENT_KEY, OBJECT_STATE, CHAR01, CHAR02,
            LAST_UPDATE_DATE, CREATION_DATE, CREATED_BY, LAST_UPDATED_BY,
            LAST_UPDATE_LOGIN
        )
        values (
            AS_EVENT_DATA_S.nextval,
            SYSDATE, SYSDATE, FND_GLOBAL.USER_ID, FND_GLOBAL.USER_ID,
            l_new_key, 'AAA', l_param.GetName(), l_param.GetValue(),
            FND_GLOBAL.CONC_LOGIN_ID
        );
        IF l_debug THEN
            AS_UTILITY_PVT.Debug_Message(FND_MSG_PUB.G_MSG_LVL_DEBUG_LOW,
                l_param.GetName() || ' : ' || l_param.GetValue()) ;
        END IF;
    END LOOP;


    -- Store the Event Name
    insert into AS_EVENT_DATA (
        EVENT_DATA_ID,
        EVENT_KEY, OBJECT_STATE, CHAR01, CHAR02,
        LAST_UPDATE_DATE, CREATION_DATE, CREATED_BY, LAST_UPDATED_BY,
        LAST_UPDATE_LOGIN
    )
    values (
        AS_EVENT_DATA_S.nextval,
        l_new_key, 'AAA', 'EVENT_NAME', l_event_name,
        SYSDATE, SYSDATE, FND_GLOBAL.USER_ID, FND_GLOBAL.USER_ID,
        FND_GLOBAL.CONC_LOGIN_ID
    );


    -- Store the Event Key
    insert into AS_EVENT_DATA (
        EVENT_DATA_ID,
        EVENT_KEY, OBJECT_STATE, CHAR01, CHAR02,
        LAST_UPDATE_DATE, CREATION_DATE, CREATED_BY, LAST_UPDATED_BY,
        LAST_UPDATE_LOGIN
    )
    values (
        AS_EVENT_DATA_S.nextval,
        l_new_key, 'AAA', 'EVENT_KEY', l_key,
        SYSDATE, SYSDATE, FND_GLOBAL.USER_ID, FND_GLOBAL.USER_ID,
        FND_GLOBAL.CONC_LOGIN_ID
    );


    -- Copy the Event data to the new key before it is deleted
    Copy_Event_Data(l_key, l_new_key);


    -- Debug Message
    IF l_debug THEN
        AS_UTILITY_PVT.Debug_Message(FND_MSG_PUB.G_MSG_LVL_DEBUG_LOW,
                              'Private API: ' || l_api_name || ' end');
    END IF;


    RETURN 'SUCCESS';


EXCEPTION


  WHEN NO_DATA_FOUND THEN
    FND_MESSAGE.Set_Name('AS', 'Error number ' || to_char(SQLCODE));
    FND_MSG_PUB.ADD;


WF_CORE.CONTEXT('AS_BUSINESS_EVENT_TEST_PVT', 'DATA_CAPTURE', p_event.getEventName(), p_subscription_guid);
    WF_EVENT.setErrorInfo(p_event, 'WARNING');


    RETURN 'WARNING';


  WHEN OTHERS  THEN
    ROLLBACK TO Data_capture;


    FND_MESSAGE.Set_Name('AS', 'Error number ' || to_char(SQLCODE));
    FND_MSG_PUB.ADD;


WF_CORE.CONTEXT('AS_BUSINESS_EVENT_TEST_PVT', 'DATA_CAPTURE', p_event.getEventName(), p_subscription_guid);
    WF_EVENT.setErrorInfo(p_event, 'ERROR');


    RETURN 'ERROR';
END Data_capture;


-- Copies the event data to a new key
PROCEDURE Copy_Event_Data(
    p_old_event_key IN VARCHAR2,
    p_new_event_key IN VARCHAR2
) IS
BEGIN
    insert into AS_EVENT_DATA (
        EVENT_DATA_ID,
        EVENT_KEY, OBJECT_STATE,
        LAST_UPDATE_DATE, CREATION_DATE, CREATED_BY, LAST_UPDATED_BY,
        LAST_UPDATE_LOGIN,
        CHAR01, CHAR02, CHAR03, CHAR04, CHAR05, CHAR06, CHAR07, CHAR08,
        CHAR09, CHAR10, CHAR11, CHAR12, CHAR13, CHAR14, CHAR15, CHAR16,
        CHAR17, CHAR18, CHAR19, CHAR20, CHAR21, CHAR22, CHAR23, CHAR24,
        CHAR25, CHAR26, CHAR27, CHAR28, CHAR29, CHAR30, CHAR31, CHAR32,
        CHAR33, CHAR34, CHAR35, CHAR36, CHAR37, CHAR38, CHAR39, CHAR40,
        CHAR41, CHAR42, CHAR43, CHAR44, CHAR45, CHAR46, CHAR47, CHAR48,
        CHAR49, CHAR50, CHAR51, CHAR52, CHAR53, CHAR54, CHAR55, CHAR56,
        CHAR57, CHAR58, CHAR59, CHAR60, CHAR61, CHAR62, CHAR63, CHAR64,
        CHAR65, CHAR66, CHAR67, CHAR68, CHAR69, CHAR70, CHAR71, CHAR72,
        CHAR73, CHAR74, CHAR75, CHAR76, CHAR77, CHAR78, CHAR79, CHAR80,
        NUM01, NUM02, NUM03, NUM04, NUM05, NUM06, NUM07, NUM08, NUM09,
        NUM10, NUM11, NUM12, NUM13, NUM14, NUM15, NUM16, NUM17, NUM18,
        NUM19, NUM20, NUM21, NUM22, NUM23, NUM24, NUM25, NUM26, NUM27,
        NUM28, NUM29, NUM30,
        DATE01, DATE02, DATE03, DATE04, DATE05, DATE06, DATE07, DATE08,
        DATE09, DATE10, DATE11, DATE12, DATE13, DATE14, DATE15
    )
    select
        AS_EVENT_DATA_S.nextval,
        p_new_event_key, OBJECT_STATE,
        SYSDATE, SYSDATE, CREATED_BY, LAST_UPDATED_BY,
        LAST_UPDATE_LOGIN,
        CHAR01, CHAR02, CHAR03, CHAR04, CHAR05, CHAR06, CHAR07, CHAR08,
        CHAR09, CHAR10, CHAR11, CHAR12, CHAR13, CHAR14, CHAR15, CHAR16,
        CHAR17, CHAR18, CHAR19, CHAR20, CHAR21, CHAR22, CHAR23, CHAR24,
        CHAR25, CHAR26, CHAR27, CHAR28, CHAR29, CHAR30, CHAR31, CHAR32,
        CHAR33, CHAR34, CHAR35, CHAR36, CHAR37, CHAR38, CHAR39, CHAR40,
        CHAR41, CHAR42, CHAR43, CHAR44, CHAR45, CHAR46, CHAR47, CHAR48,
        CHAR49, CHAR50, CHAR51, CHAR52, CHAR53, CHAR54, CHAR55, CHAR56,
        CHAR57, CHAR58, CHAR59, CHAR60, CHAR61, CHAR62, CHAR63, CHAR64,
        CHAR65, CHAR66, CHAR67, CHAR68, CHAR69, CHAR70, CHAR71, CHAR72,
        CHAR73, CHAR74, CHAR75, CHAR76, CHAR77, CHAR78, CHAR79, CHAR80,
        NUM01, NUM02, NUM03, NUM04, NUM05, NUM06, NUM07, NUM08, NUM09,
        NUM10, NUM11, NUM12, NUM13, NUM14, NUM15, NUM16, NUM17, NUM18,
        NUM19, NUM20, NUM21, NUM22, NUM23, NUM24, NUM25, NUM26, NUM27,
        NUM28, NUM29, NUM30,
        DATE01, DATE02, DATE03, DATE04, DATE05, DATE06, DATE07, DATE08,
        DATE09, DATE10, DATE11, DATE12, DATE13, DATE14, DATE15
    from AS_EVENT_DATA where event_key = p_old_event_key;
END Copy_Event_Data;

Subscribing to an Event

A System Administrator subscribes to events for those who want notification of specific business events as previously identified.

Steps

  1. Navigate to the Oracle Forms application.

  2. Select Work Flow Administrator Web Applications Responsibility.

  3. Click Add Event Subscriptions.

  4. Click Add Subscriptions.

  5. Enter the following fields:

    • System: your local system, host machine, or database instance

    • Source Type: Local

    • Event Filter: the event name for which you want to create a subscription

    • Phase: 1-98

    • Status: Enabled

    • Rule Data: Key

    • Rule Function: Subscription function which receives information about the event. Refer to "Oracle Workflow Business Event System and Oracle XML Gateway Part II" and to (section).

  6. Click Submit.

Summary of Seeded (Internal) Events and Subscriptions

The following table summarizes the internal seeded events and subscriptions.

User Event Seeded Event for Raising the User Event (not for user subscription) Seeded Subscription Phase
oracle.apps.as.opportunity.update_header
oracle.apps.as.opportunity.update_wonStatus
oracle.apps.as.opportunity.update_lostStatus
oracle.apps.as.opportunity.update_closedStatus		 oracle.apps.as.opportunity.int_update_header AS_BUSINESS_EVENT_PVT.Raise_update_oppty_event 100
oracle.apps.as.opportunity.update_salesteam
oracle.apps.as.customer.update_salesteam		 oracle.apps.as.opportunity.int_update_salesteam AS_BUSINESS_EVENT_PVT.Raise_upd_STeam_evnt 100
All user events above N/A AS_BUSINESS_EVENT_PVT.Event_data_delete 99

Using Diagnostics

This topic covers the diagnostic scripts that can be used by System Administrators to detect set up issues:

Responsibility

System Administrator

Navigation

Administration Console > Diagnostics > Advanced > Select TeleSales

Related Topics

To get a report listing all the patches that have been applied to your application, refer to the "Reports > Patch Search" section of the Oracle E-Business Suite Maintenance Guide documentation.

Overview of TeleSales Diagnostics

For Oracle TeleSales there are seven groups of diagnostic tests. These diagnostic scripts alert a System Administrator about issues that might have occurred during set up or implementation.

General

For the following scripts, click Run Test, then click View Report.

Profile Overview

For TeleSales, the script checks all TeleSales and Sales profiles and values.

Profile Query

This query searches for a profile setting by profile name. You can search for profiles for any application.

Concurrent Programs

This script displays the date and time that all concurrent programs for TeleSales and Sales were run and whether the programs completed successfully.

Customer

Security Overview

For TeleSales, enter the user name and responsibility to find the security overview of the user. Based on the input information the following items are checked:

Checks the following security profiles:

Check Security

This script provides information about whether a user has view and update privileges for a particular customer.

Opportunity

Profile Options

Checks the settings for the following profiles:

Create

This script checks to see that the user can create an opportunity successfully and if the user is assigned correctly to the sales team based on the profile setting. The script also reports the default values of the profile setting obtained or derived as part of script execution.

Lead to Opportunity

This script checks to confirm that a lead can be converted to an opportunity successfully.

Security Overview

For TeleSales, enter the user name and responsibility to find the security overview of the user. Based on the input information the following items are checked:

Checks the following security profiles:

Check Security

This script provides information about whether a user has view and update privileges for a particular opportunity.

Scripting

This script lists all set up profiles related to Scripting.

Profiles

All profiles related to the scripting module are displayed:

At-A-Glance

Interaction Center

UWQ, CTI and Interaction

This script lists all profiles related to Interaction Center, CTI, Universal Work Queue.

All profiles and their values are displayed: