| Oracle® Application Integration Architecture Siebel CRM Integration Pack for Oracle Communications Billing and Revenue Management: Agent Assisted Billing Care Implementation Guide Release 11.2 Part Number E26496-03 |
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PDF · Mobi · ePub |
| Oracle® Application Integration Architecture Siebel CRM Integration Pack for Oracle Communications Billing and Revenue Management: Agent Assisted Billing Care Implementation Guide Release 11.2 Part Number E26496-03 |
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PDF · Mobi · ePub |
This chapter provides an overview of the payment integration flows and discusses Oracle Billing and Revenue Management (Oracle BRM) and Siebel Customer Relationship Management (Siebel CRM) interfaces, industry Oracle Application Integration Architecture (Oracle AIA) components, and integration services.
This chapter includes the following sections:
The payment integration between Siebel CRM and Oracle BRM supports the following integration scenarios:
CreateReceivedPayment enables a customer service representative (CSR) to capture a payment in Siebel CRM either for an account at the billing profile-level or at the invoice-level and to post the payment in Oracle BRM.
QueryReceivedPaymentList enables a CSR to view the history of payments in Siebel CRM at both the billing profile-level and invoice-level by retrieving those records from Oracle BRM.
SearchPayment enables a CSR to search for payment records in Oracle BRM to display in Siebel CRM for an account at the billing profile-level or at the invoice-level.
A customer makes a payment to a customer service provider (CSP) in many ways: over the phone using a credit card or debit card, self-service using a credit or debit card, mailing a check to the CSP's lockbox, or electronic payment from a checking account to the CSP's account.
The capture payment feature is used for one-time payments. Siebel CRM captures the payment information and submits it to Oracle BRM for processing. Oracle BRM processes the payment and returns a confirmation to Siebel CRM, which the customer can keep for records.
One time payments are handled by this integration.
A service account that is a nonpaying account is not responsible for paying its own dues. All dues applicable to the nonpaying account are paid by the parent (billing) account. The One-Time payment feature is used to pay for nonpaying account dues by using the parent's billing profile screen. Navigate to this screen by clicking the parent's billing profile that is associated with the nonpaying account.
Figure 6-1 illustrates the flow for capturing payments.
To view the history of payments and to capture new payments in Siebel CRM:
Note:
Siebel UI screenshots are for reference only and may differ from actual screens.
Navigate to the Accounts screen and query an account. Scroll down to the Billing profile applet for this account and click the Billing profile Name link.
Click the Payments tab to view the history of payments, as shown in Figure 6-2.
Click New to capture a new payment for this account, as shown in Figure 6-3.
From the Payments tab, click Search to open the Search applet and search for specific payment records.
For more information about the mapping of Siebel CRM elements to Oracle BRM elements, see Appendix A, "Mapping Siebel Billing Management UI Elements to Oracle BRM Customer Center."
A customer makes a payment to a CSP in many ways. Regardless of how the payment is made, it must be displayed in the payment history retrieved from the billing system into Siebel CRM. Based on legal requirements and best practices, Oracle BRM maintains payment information for a customer for a fixed period. This duration varies by the legal requirements of a country and by CSPs.
During a sales or service process, a customer may want to know his payment history. Customer service representatives (CSRs) can query a customer's past payments to respond to queries from the Payments tab of the Siebel Billing Profile screen, triggering a request to the billing system to return the latest n payments. CSRs can also specify search criteria to find the correct payment record if the initial list of payments is not the right one. The Payment History view also indicates the user of any payment reversals that might have been made on a payment that has been previously processed and allocated.
The Search Payment functionality enables the CSR to search for specific payment records in Oracle BRM based on the customer request and displays these in Siebel CRM. The search is performed for an account at the billing profile- level or at the invoice-level. The CSR searches for payments on either a date range or a paid amount.
Figure 6-4 illustrates the flow for Viewing Payment History.
This integration flow uses the following interfaces:
PaymentSiebelCommsReqABCS with operations CreatePayment and CreateInvoicePayment
CreatePaymentSiebelCommsReqABCSImpl
CreateInvoicePaymentSiebelCommsReqABCSImpl
CreateReceivedPaymentBRMCommsProvABCSImpl
Note:
The integration flow for CreateInvoicePayment is similar to the integration flow for CreatePayment.
Figure 6-5 illustrates the CreateReceivedPayment integration scenario.
When you initiate the CreateReceivedPayment process, the following events occur:
In Siebel CRM, a user navigates to the Accounts screen, queries an account, and clicks a billing profile for the account.
This opens the Billing Profile screen. When a user selects the Payments tab for the billing profile, the Payments screen appears. The Payments screen has buttons to create a payment and search for payments.
Clicking Create in the Payments screen invokes the PaymentSiebelCommsReqABCS web service, which in turn calls PaymentSiebelCommsReqABCS with operation CreatePayment.
Invoking PaymentSiebelCommsReqABCS with operation CreatePayment routes the Siebel CreatePaymentReqMsg to CreatePaymentSiebelCommsReqABCSImpl.
The CreatePaymentSiebelCommsReqABCSImpl transforms the CreatePaymentReqMsg into a Payment enterprise business message (EBM) and routes the CreateReceivedPaymentEBM to the appropriate billing system.
As delivered, CreateReceivedPaymentEBM is routed to CreateReceivedPaymentBRMCommsProvABCSImpl.
CreateReceivedPaymentBRMCommsProvABCSImpl transforms CreateReceivedPaymentReqMsg into the input of PCM_OP_PYMT_COLLECT and calls the BRM web service BRMPymtServices with operation PCM_OP_PYMT_COLLECT.
Invoking BRMPymtServices with operation PCM_OP_PYMT_COLLECT calls the application programming language (API) PCM_OP_PYMT_COLLECT and returns the payment object output to CreateReceivedPaymentBRMCommsProvABCSImpl.
CreateReceivedPaymentBRMCommsProvABCSImpl then transforms the Oracle BRM API output into CreateReceivedPaymentResponseEBM and returns it to CreatePaymentSiebelCommsReqABCSImpl.
CreatePaymentSiebelCommsReqABCSImpl transforms the CreatePaymentRespMsg into CreatePaymentSiebelRespMsg, which is returned to PaymentSiebelCommsReqABCS.
PaymentSiebelCommsReqABCS returns the CreatePaymentSiebelRespMsg to CMUCreatePayment as CMUCreatePaymentResponseMessage.
The system writes the CMUCreatePaymentResponseMessage to the Siebel virtual business component (VBC) for the user. Payment confirmation number is displayed to the user.
The QueryReceivedPaymentList integration flow uses the following interfaces:
ReceivedPaymentSiebelCommsReqABCS Interface with operations QueryPayment, SearchPayment, and QueryInvoicePayment
QueryPaymentSiebelCommsReqABCSImpl
QueryInvoicePaymentSiebelCommsReqABCSImpl
SearchPaymentSiebelCommsReqABCSImpl
QueryReceivedPaymentListBRMCommsProvABCSImpl
Note:
The QueryInvoicePayment integration flow is similar to the QueryPayment integration flow except that a different ABCSImpl is used.
Figure 6-6 illustrates the QueryReceivedPaymentList integration scenario.
When you initiate the QueryReceivedPaymentList process, the following events occur:
In Siebel CRM, navigate to the Billing Profile screen.
Navigate to the Accounts screen, query an account, and click a billing profile for the account.
On the Billing Profile screen, click the Payments tab for the billing profile. The Payments screen has two buttons, one to create a payment and one to search for payments. Navigating to the Payments tab invokes the PaymentSiebelCommsReqABCS web service, which in turn calls PaymentSiebelCommsReqABCS with operation QueryPayment.
Invoking PaymentSiebelCommsReqABCS with operation QueryPayment routes the Siebel QueryPaymentReqMsg to the QueryPaymentSiebelCommsReqABCSImpl.
The QueryPaymentSiebelCommsReqABCSImpl transforms the QueryPaymentReqMsg into QueryReceivedPaymentListEBM and routes the QueryReceivedPaymentListEBM to the appropriate billing system.
As delivered, QueryReceivedPaymentListEBM is routed to QueryReceivedPaymentListBRMCommsProvABCSImpl.
QueryReceivedPaymentListBRMCommsProvABCSImpl transforms QueryReceivedPaymentListReqMsg into the input of PCM_OP_AR_GET_ACCT_ACTION_ITEMS and calls BRMARService with operation PCM_OP_AR_GET_ACCT_ACTION_ITEMS.
Invoking BRMARService with operation PCM_OP_AR_GET_ACCT_ACTION_ITEMS invokes the API PCM_OP_AR_GET_ACCT_ACTION_ITEMS and returns the payment object output to QueryReceivedPaymentListBRMCommsProvABCSImpl.
QueryReceivedPaymentListBRMCommsProvABCSImpl then transforms the Oracle BRM API output into QueryReceivedPaymentListResponseEBM and returns it to QueryReceivedPaymentListSiebelABCSImpl.
QueryReceivedPaymentListSiebelABCSImpl transforms the QueryReceivedPaymentListResponseEBM into QueryPaymentRespMsg, which is returned to PaymentSiebelCommsReqABCS.
ReceivedPaymentSiebelCommsReqABCS returns the QueryPaymentRespMsg to CMUQueryPayment as CMUQueryPaymentResponseMessage.
The system writes the CMUQueryPaymentResponseMessage to the Siebel Unbilled Details VBC for the user.
This integration flow uses the following interfaces:
ReceivedPaymentSiebelCommsReqABCSInterface with the following operations:
QueryPayment
SearchPayment
QueryInvoicePayment
SearchPaymentSiebelCommsReqABCSImpl
QueryReceivedPaymentListBRMCommsProvABCSImpl
Figure 6-7 illustrates the SearchPayment integration scenario.
When you initiate the SearchPayment process, the following events occur:
In Siebel CRM, the user navigates to the Accounts screen, queries an account, and clicks a billing profile for the account. This displays the Billing Profile BRM screen. Click the Payments tab for the billing profile to access the payments screen. The Payments screen has two tabs, one to create a payment and one to search for payments. When you click Search Payment, a search applet is opened. After entering the search criteria click Go. This invokes the outbound web service PaymentSiebelCommsReqABCS with operation SearchPayment to fetch the payment records in the billing system.
The following scenarios exist in which the same functionality is required in Siebel CRM. The integration flow is similar in both of these cases, but they have a separate SiebelABCSImpl.
Once the CMUGetPayments is invoked, it fetches all records. You can search based on certain search criteria such as dates and amount range. After entering inputs, click Search to initiate this flow.
From the Invoice tab, you can search for payments that are made against a specific invoice.
Navigating to the Payments tab invokes the PaymentSiebelCommsReqABCS web service, which calls PaymentSiebelCommsReqABCS with the operation SearchPayment.
PaymentSiebelCommsReqABCS is a generic Siebel Payments interface service with several operations defined on the ReceivedPayment enterprise business object (EBO).
Invoking the PaymentSiebelCommsReqABCS with the operation SearchPayment routes the Siebel SearchPaymentReqMsg to SearchPaymentSiebelCommsReqABCSImpl.
The SearchPaymentSiebelCommsReqABCSImpl first transforms the SearchPaymentReqMsg into the SearchReceivedPaymentEBM and routes the SearchReceivedPaymentEBM to the appropriate billing system.
As delivered, the SearchReceivedPaymentEBM is routed to the QueryReceivedPaymentListBRMCommsProvABCSImpl.
The QueryReceivedPaymentListBRMCommsProvABCSImpl first transforms the SearchReceivedPaymentListReqMsg into the input of PCM_OP_AR_GET_ACCT_ACTION_ITEMS and calls the Oracle BRM web service BRMARServices with the operation PCM_OP_AR_GET_ACCT_ACTION_ITEMS.
Invoking the BRMARServices with the operation PCM_OP_AR_GET_ACCT_ACTION_ITEMS invokes the Oracle BRM API PCM_OP_AR_GET_ACCT_ACTION_ITEMS and returns the payment object output to QueryReceivedPaymentListBRMCommsProvABCSImpl.
The QueryReceivedPaymentListBRMCommsProvABCSImpl then transforms the Oracle BRM API output into the SearchReceivedPaymentResponseEBM and returns it to SearchReceivedPaymentListSiebelABCSImpl.
The SearchReceivedPaymentListSiebelABCSImpl transforms the SearchReceivedPaymentResponseEBM into the SearchPaymentRespMsg, which is returned to the PaymentSiebelCommsReqABCS.
The ReceivedPaymentSiebelCommsReqABCS returns the SearchPaymentRespMsg to the calling Siebel web service CMUSearchPayment as CMUSearchPaymentResponseMessage.
The system writes the CMUSearchPaymentResponseMessage to the Siebel Unbilled Details VBC for the user.
The CreateReceivedPayment integration flow uses this opcode:
PCM_OP_PYMT_COLLECT
The QueryReceivedPaymentList integration flow uses this opcode:
PCM_OP_AR_GET_ACCT_ACTION_ITEMS
For more information, see See Oracle Communications Billing and Revenue Management Opcode Flist Reference.
The payment integration flow uses these Siebel CRM interfaces:
For the CreateReceivedPayment flow: PaymentSiebelCommsReqABCS operation CreatePayment
For the QueryReceivedPaymentList flow: PaymentSiebelCommsReqABCS operation QueryPayment
For more information, see the Siebel Order Management Guide Addendum for Communications, "Web Services Reference."
The Payment integration uses the following delivered EBOs and EBMs:
ReceivedPaymentEBO
CreateReceivedPaymentEBM
CreateReceivedPaymentResponseEBM
QueryReceivedPaymentListEBM
QueryReceivedPaymentListResponseEBM
The industry enterprise business object (EBO) and enterprise business message XML schema (EBM XSD) files are located under the Metadata Services (MDS) repository at: $AIA_HOME/AIAMetaData/AIAComponents/EnterpriseObjectLibrary/Industry/Communications/EBO/
The industry enterprise business service (EBS) WSDL files are located under the MDS repository at: $AIA_HOME/AIAMetaData/AIAComponents/EnterpriseBusinessServiceLibrary/Industry/Communications/EBO/
For detailed documentation of individual EBOs and EBMs, click the AIA Reference Doc link on EBO and EBM detail pages in the Oracle Enterprise Repository (OER).
For more information about using the OER and configuring it to provide the AIA Reference Doc link, see Oracle Fusion Middleware Developer's Guide for Oracle Application Integration Architecture Foundation Pack, "Configuring and Using Oracle Enterprise Repository as the Oracle SOA Repository."
EBOs can be extended, for instance, to add new data elements. These extensions are protected and remain intact after a patch or an upgrade, so long as the extensibility guidelines are followed.
For more information, see Oracle Fusion Middleware Developer's Guide for Oracle Application Integration Architecture Foundation Pack, "Working with AIA Design Patterns," AIA Assets Extensibility Patterns, Extending Existing Schemas in AIA.
These services are delivered with the Payment integration flow:
PaymentSiebelCommsReqABCS
CreatePaymentSiebelCommsReqABCSImpl
CreateInvoicePaymentSiebelCommsReqABCSImpl
CreateReceivedPaymentBRMCommsProvABCSImpl
QueryPaymentSiebelCommsReqABCSImpl
QueryInvoicePaymentSiebelCommsReqABCSImpl
SearchPaymentSiebelCommsReqABCSImpl
QueryReceivedPaymentListBRMCommsProvABCSImpl
PaymentSiebelCommsReqABCS exposes the following operations:
CreatePayment:
Routes CreatePaymentReqMsg to the requester implementation service
Routes CreatePaymentSiebelRespMsg to the requester
CreateInvoicePayment:
Routes CreateInvoicePaymentReqMsg to the requester implementation service
Routes CreateInvoicePaymentRespMsg to the requester
QueryPayment:
Routes QueryPaymentReqMsg to the requester implementation service
Routes QueryPaymentRespMsg to the requester
SearchPayment:
Routes SearchPaymentReqMsg to the requester implementation service
Routes SearchPaymentRespMsg to the requester
QueryInvoicePayment:
Routes QueryInvoicePaymentReqMsg to the requester implementation service.
Routes QueryInvoicePaymentRespMsg to the requester
The CreatePaymentSiebelCommsReqABCSImpl transforms the CreatePaymentReqMsg into a Payment EBM.
CreateInvoicePaymentSiebelCommsReqABCSImpl transforms the CreateReceivedPaymentResponseEBM into CreateInvoicePaymentSiebelRespMsg, which is returned to the Siebel Account ABC interface service.
CreateReceivedPaymentBRMCommsProvABCSImpl transforms the ReceivedPayment EBM into Oracle BRM API input format and calls the API to Create Payment output from the billing system. It then transforms the output from the API back to a ReceivedPayment EBM message and returns it to the calling requestor.
The QueryPaymentSiebelCommsReqABCSImpl transforms the QueryPaymentReqMsg into QueryReceivedPaymentListEBM.
The QueryInvoicePaymentSiebelCommsReqABCSImpl transforms the QueryInvoicePaymentReqMsg into ReceivedPaymentEBM.
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