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Integrating CSR With Siebel CRM or Other CRM Applications

You can integrate the Customer Service Representative application with Siebel CRM or other CRM applications, to provide customer billing analytics and make payments on behalf of customers.

External CRM applications must allocate an HTML iFrame in their Web page to reference the Oracle Self-Service E-Billing CSR application and pass the required parameters using a secure connection. The required parameters include the credentials of the CSR user created specifically for authenticating a CSR session, the identity of the CRM user on whose behalf the session is created, and the account number. Once the credentials are authenticated in Oracle Self-Service E-Billing, the session to the CSR application is opened for access.

To integrate the CSR application with Siebel CRM or other CRM applications

  1. Install the Customer Service Application. For details, see Installation Guide for Oracle Self-Service E-Billing.
  2. Create a CSR user for the CRM application to use to log into the CSR application. You can skip this step if the CSR application is configured as a Single-Sign On with the CRM application.
    1. Deploy the CSR application. For details on deploying the CSR application, see Installation Guide for Oracle Self-Service E-Billing.
    2. Use the CSR boot user, created when you installed the Oracle Self-Service E-Billing database, to log into the CSR application and create a CSR user. This username and password will be used for the j_username and j_password parameters required by the CRM application for logging in and passing data to the CSR application.
  3. Replace the following default files with files required for integration:
    • Spring security configuration file:
      • UNIX. Replace the spring-security.xml file found in the EDX_HOME/config/security/csr/ directory with the one found in the EDX_HOME/config/security/csr/integration directory.
      • Windows. Replace the spring-security.xml file found in the EDX_HOME\config\security\csr\ directory with the one found in the EDX_HOME\config\security\csr\integration directory.
    • Template files:
      • UNIX. Replace the two template files found in the EDX_HOME\J2EEApps\csr\weblogic\csr-app-6.2.ear\csr-web-1.0-SNAPSHOT.war\_assets\templates\ directory with the files found in the EDX_HOME\J2EEApps\csr\weblogic\csr-app-6.2.ear\csr-web-1.0-SNAPSHOT.war\_assets\templates\integration\ directory.
      • Windows. Replace the two template files found in the EDX_HOME/J2EEApps/csr/weblogic/csr-app-6.2.ear/csr-web-1.0-SNAPSHOT.war/_assets/templates/ directory with the files found in the EDX_HOME/J2EEApps/csr/weblogic/csr-app-6.2.ear/csr-web-1.0-SNAPSHOT.war/_assets/templates/integration/ directory.
    • CSR login file:
      • UNIX. Replace the CSR_login.jsp file found in the EDX_HOME\J2EEApps\csr\weblogic\csr-app-6.2.ear\csr-web-1.0-SNAPSHOT.war\ directory with the CSR_login.jsp file found in the EDX_HOME\J2EEApps\csr\weblogic\csr-app-6.2.ear\csr-web-1.0-SNAPSHOT.war\integration directory.
      • Windows. Replace the CSR_login.jsp file found in the EDX_HOME/J2EEApps/csr/weblogic/csr-app-6.2.ear/csr-web-1.0-SNAPSHOT.war/ directory with the CSR_login.jsp file found in the EDX_HOME/J2EEApps/csr/weblogic/csr-app-6.2.ear/csr-web-1.0-SNAPSHOT.war/integration directory.
  4. Configure the CSR application session to never time out, which turns off the default behavior of sending email reminders for password expiration:
    1. Open the web.xml file in the following directory:
      • UNIX. EDX_HOME\J2EEApps\csr\weblogic\csr-app-6.2.ear\csr-web-1.0-SNAPSHOT.war\WEB-INF\
      • Windows. EDX_HOME/J2EEApps/csr/weblogic/csr-app-6.2.ear/csr-web-1.0-SNAPSHOT.war/WEB-INF/
    2. Change the value of the session-timeout parameter to -1:

    <session-config>

    <session-timeout>-1</session-timeout>

    </session-config>

  5. Configure the CSR application user password to never expire:
    1. Open the security.xma.xml file in the following directory:
      • UNIX. EDX_HOME\xma\config\modules\security\
      • Windows. EDX_HOME/xma/config/modules/security/
    2. Change the daysBeforeExpiration property value to -1:

    <property name="daysBeforeExpiration">

    <value>-1</value> <!--User password will be expired in the given days after created-->

    </property>

  6. Deploy, or redeploy, the CSR application. For details on deploying the CSR application, see Installation Guide for Oracle Self-Service E-Billing.
  7. On a Web page of the CRM application, create an iFrame large enough to display the content provided by Oracle Self-Service E-Billing. Use a secure HTTPS connection to access the CSR application with the following parameters.
    Parameter
    Required?
    Description

    j_username

    Y

    The name of the user created for logging into the CSR application.

    j_password

    Y

    The password of the user created for logging into the CSR application.

    extCsrId

    Y

    The name of the third-party user who is sending the request to access the CSR application

    accountNumber

    Y

    The account number. The CSR application retrieves the unique account information from the Oracle Self-Service E-Billing database.

    billerId

    N

    (Optional) The biller Id. If multiple billing systems are involved in this deployment, you must use the billerId parameter with the accountNumber to uniquely identify an account.

    localeString

    N

    The locale string for localization, such as es_ES.

    It is recommended that you pass the parameters using a POST request, however, you can also use a single, secure URL connection, for example:

    https://hostname:port/ebillingcsr/j_spring_security_check?j_username=username&j_password=password& extCsrId=CSRID& accountNumber=accountnumber

    where:

    • hostname is the name of the server where you installed the Customer Service Representative application.
    • port is the port number where you installed the Customer Service Representative application.
    • ebillingcsr is the name of the Customer Service Representative application.
    • username is the value of the j_username parameter.
    • password is the value of the j_password parameter.
    • CSRID is the value of the extCsrId parameter.
    • accountnumber value of the accountNumber parameter.
  8. (Optional) If you are configuring the CSR integration for a demo, where the SSL Digital Certificate is not installed on the CSR server, you can use a non-HTTP connection access URL:
    1. Open the updated spring-security.xml file, located in the following directory:
      • UNIX. EDX_HOME/config/security/csr/integration
      • Windows.EDX_HOME\config\security\csr\integration
    2. In the channelProcessingFilter bean, change

    <security:intercept-url pattern="\A/.*\Z" access="REQUIRES_SECURE_CHANNEL"/>

    to

    <security:intercept-url pattern="\A/.*\Z" access="ANY_CHANNEL"/>

    1. Specify the following iFrame URL:

      http://hostname:port/ebillingcsr/j_spring_security_check?j_username=username&j_password=password& extCsrId=CSRID&accountNumber=accountnumber

  9. (Optional) To alter the look and feel of the CSR application to match the CRM application, edit the swan_integrate.css file, found in the following location:
    • UNIX. EDX_HOME\J2EEApps\csr\weblogic\csr-app-6.2.ear\csr-web-1.0-SNAPSHOT.war\_assets\swan
    • Windows. EDX_HOME/J2EEApps/csr/weblogic/csr-app-6.2.ear/csr-web-1.0-SNAPSHOT.war/_assets/swan
  10. (Optional) To add or remove reports on the CSR dashboard, edit the dashBoardLayout.jsp file, found in the following location:
    • UNIX. EDX_HOME\J2EEApps\csr\weblogic\csr-app-6.2.ear\csr-web-1.0-SNAPSHOT.war\_assets\templates
    • Windows. EDX_HOME/J2EEApps/csr/weblogic/csr-app-6.2.ear/csr-web-1.0-SNAPSHOT.war/_assets/templates
    
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