26 Configuring the Process Integration for Customer Management

This chapter discusses how to configure the process integration for customer management (CM) for the Oracle Communications Order to Cash for Siebel customer relationship management (Siebel CRM), Oracle Communications Order and Service Management (OSM), and Oracle Communications Billing and Revenue Management (BRM) Pre-Built Integration option (the integration). Configuration includes:

Configuring BRM and Siebel CRM to integrate with Oracle Application Integration Architecture (Oracle AIA)
Working with domain value maps (DVMs) and cross-references
Handling error notifications
Setting Oracle AIA configuration properties

Configuring BRM for Integrated Customer Management

To configure BRM for CM:

Add the following phone number validation format to BRM using the Field Validation Editor:
```
###-###-####
```
This format allows nonformatted phone numbers coming from Siebel CRM in BRM.

See Oracle Communications Billing and Revenue Management Concepts and Oracle Communications Billing and Revenue Management Managing Customers for more information about validating phone number formats for integration.
Verify that you have configured and deployed the BRM JCA adapter as described in Oracle Application Integration Architecture Installation and Upgrade Guide for Pre-Built Integrations.

See Oracle Communications Billing and Revenue Management JCA Resource Adapter Guide for more information about deploying and configuring the JCA Resource Adapter.

Configuring Siebel CRM for Integrated Customer Management

To configure Siebel CRM for CM:

Install ACR 474. See Siebel Maintenance Release Guide for information on how to install ACR 474.
Set the UTCCanonical process property to Y for certain Siebel CRM interfaces. The instructions for ACR 474 and ACR 508 in Siebel Maintenance Release Guide explain which Siebel CRM interfaces you must set the UTCCanonical process property for.

Working with Domain Value Maps for Customer Management

DVMs are a standard feature of the Oracle SOA Suite that enable you to equate lookup codes and other static values across applications, for example, FOOT and FT or US and USA.

DVMs are static in nature, though administrators can add maps as required. Transactional business processes never update DVMs-they only read from them. They are stored in XML files and cached in memory at run time.

DVM types are seeded for the customer management flows, and administrators can extend the list of mapped values by adding more maps.

Table 26-1 lists the DVMs for the process integration for customer management.

Table 26-1 Customer Management DVMs

DVM	Columns	Description
CUSTOMERPARTY_ACCOUNTTYPECODE.dvm	SEBL_01,COMMON,BRM_01	Used to get the type of the account, such as Business or Customer.
PROVINCE.dvm	SEBL_01,COMMON,BRM_01	Province name.
STATE.dvm	SEBL_01,COMMON,BRM_01	State name.
ADDRESS_COUNTRYID.dvm	SEBL_01,COMMON,BRM_01	Country codes.
ADDRESS_COUNTRYSUBDIVID.dvm	SEBL_01,COMMON,BRM_01	State codes.
CONTACT_SALUTATION.dvm	SEBL_01,COMMON,BRM_01	Salutation (such Mr., Mrs.). In BRM, Salutation is not a language-independent code. If BRM requires salutations in a language other than English, then you must update the DVM with the appropriate BRM values.
CURRENCY_CODE.dvm	SEBL_01,COMMON,BRM_01	Currency codes.
CUSTOMERPARTY_BILLPROFILE_BILLTYPECODE.dvm	SEBL_01,COMMON,BRM_01	Bill type (summary and detailed).
CUSTOMERPARTY_BILLPROFILE_FREQUENCYCODE.dvm	SEBL_01,COMMON,BRM_01	Billing frequency (monthly, yearly, quarterly, and so on.)
CUSTOMERPARTY_PAYPROFILE_BANKACCOUNTTYPE.dvm	SEBL_01,COMMON,BRM_01	Bank account type (checking, savings, and so on).
CUSTOMERPARTY_PAY PROFILE CREDIT_CARDTYPE.dvm	SEBL_01,COMMON	Credit Card type (Visa, Mastercard, and so on.)
CUSTOMERPARTY_PAYPROFILE_DELIVERYPREF.dvm	COMMON,BRM_01	Bill media/delivery preference (Email or Mail).
CUSTOMERPARTY_PAYPROFILE_PAYMETHODCODE.dvm	SEBL_01,COMMON,BRM_01	Payment profile payment method types (credit card, direct debit, and invoice/bill me.)
CUSTOMERPARTY_PAYPROFILE_PAYTERMCODE.dvm	COMMON,BRM_01	Payment term codes.
CUSTOMERPARTY_STATUSCODE.dvm	SEBL_01,COMMON,BRM_01	Account status codes.
PHONENUMBER_TYPE.dvm	SEBL_01,COMMON,BRM_01	Phone number type codes (home, work, mobile, fax, and so on.)

See Oracle Fusion Middleware Developer's Guide for Oracle Application Integration Architecture Foundation Pack for more information about working with DVMs.

Working with Cross-References for Customer Management

Cross-references map and connect the records within the application network, and they enable these applications to communicate in the same language. The integration server stores the relationship in a persistent way so that others can refer to it.

Table 26-2 lists the customer management cross-references.

Table 26-2 Customer Management Cross-References

Cross-Reference Table Name	Column Name and ValueCOMMON	Column Name and ValueSEBL_01	Column Name and ValueBRM_01	Description
CUSTOMERPARTY_ACCOUNTID.xref	Account ID	Account ID	Account POID	Siebel Account ID is mapped one-to-one to the BRM Account ID.
CUSTOMERPARTY_BILLPROFILEID.xref	Bill Profile ID	Bill Profile ID	bill-info POID	Siebel Bill Profile ID is mapped one-to-one to the BRM bill-info ID.
CUSTOMERPARTY_PAYPROFILEID.xref	Payment Profile ID	Bill Profile ID	Pay-info POID	Siebel Bill Profile ID is mapped one-to-one to the BRM pay-info ID.
CUSTOMERPARTY_ADDRESSID.xref	Address ID	Address ID	Account POID pay-info POID*	BRM Account ID is cross-referenced here if the address is used as the billing address (name-info[1]) on that account. BRM pay-info ID is cross-referenced if the address is used as the pay-info address on an account. The ACCOUNT and PAYINFO codes are prefixed to each ID to indicate the type of the ID.
CUSTOMERPARTY_CONTACTID.xref	Contact ID	Contact ID	Account POID pay-info POID*	BRM Account ID is cross-referenced if the contact is used as the name (name-info[1]) on that account. BRM pay-info ID is cross-referenced if the contact is used as the name on the pay-info on an account. The ACCOUNT and PAYINFO codes are prefixed to each ID to indicate the type of the ID.
CUSTOMERPARTY_DEFAULTBALANCEGROUPID.xref	Account ID*	--	Balance Group POID	This cross-reference maps the default balance group to the common account ID. This is populated after account creation in the CreateCustomerPartyProviderABCSimpl service, and is referenced by the order flow during service creation.
CUSTOMERPARTY_PARTYID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01, SAP_01	--	Customer Party IDs
CUSTOMERPARTY_PARTYLOCATIONID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01, SAP_01	--	Customer Party Location IDs
CUSTOMERPARTY_CONTACTID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01, BRM_01, SAP_01	--	Customer Party contact IDs. BRM account ID is cross-referenced here if the contact is used as the name (name-info[1]) on that account. BRM pay-info ID is cross-referenced here if the contact is used as the name on the pay-info on an account. The ACCOUNT and PAYINFO codes are prefixed to each ID to indicate what type of ID it is.
CUSTOMERPARTY_LOCATIONREFID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01	--	Customer Party Location Reference IDs.
CUSTOMERPARTY_ACCOUNT_PHONECOMMID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01, SAP_01	--	Customer Party Account's Phone contact points.
CUSTOMERPARTY_ACCOUNT_FAXCOMMID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01, SAP_01	--	Customer Party Account's Fax contact points.
CUSTOMERPARTY_ACCOUNT_WEBCOMMID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01	--	Customer Party Account's Email/Web contact points.
CUSTOMERPARTY_CONTACT_PHONECOMMID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01	--	Customer Party Contact's Phone contact points.
CUSTOMERPARTY_CONTACT_FAXCOMMID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01	--	Customer Party Contact's Fax contact points.
CUSTOMERPARTY_CONTACT_EMAILCOMMID.xref	--	SEBL_01,COMMON,EBIZ_01,UCM_01	--	Customer Party Contact's Email/Web contact points.

Handling Error Notifications

Based on the roles defined for the services, email notifications are sent if a service ends due to an error. Table 26-3 lists the errors that are caused by the process integration for customer management services.

Table 26-3 Errors Caused by Customer Management Services

Service Name	Error Code	Possible Cause
SyncCustomerPartyListBRMCommsProvABCSImpl	AIA_ERR_AIACOMCMPI_0004	Subordinate account cannot have multiple parent accounts.
SyncCustomerPartyListBRMCommsProvABCSImpl	AIA_ERR_AIACOMCMPI_0005	Ambiguous subordinate bill profile update: Multiple distinct Pay-From-Party billing profile references are associated with a single Prior Pay-From-Party billing profile reference.
SyncCustomerPartyListBRMCommsProvABCSImpl	AIA_ERR_AIACOMCMPI_0006	None of the existing subordinate bill profiles are included in the move account request.
CommsProcessBillingAccountListEBF	AIA_ERR_AIACOMCMPI_0001	EBMHeader/Sender/ID is required.
CommsProcessBillingAccountListEBF	AIA_ERR_AIACOMCMPI_0002	EBMHeader/Target/ID is required.
CommsProcessBillingAccountListEBF	AIA_ERR_AIACOMCMPI_0003	Account sequence error: Pay-From accounts and billing profiles must appear before dependent and subordinate accounts and billing profiles.

Describing Delivered Error Notification Roles and Users

The following roles and users are delivered as default values for issuing error notifications for the process integration for customer management.

Actor roles and users:

Role: AIAIntegrationAdmin
User: AIAIntegrationAdminUser

The default password set for all users is welcome1.

See Oracle Fusion Middleware Infrastructure Components and Utilities User's Guide for Oracle Application Integration Architecture Foundation Pack for more information about setting up error notifications using these values.

Order Fallout Management

When an order is submitted from Siebel CRM, the order may fail while customer-related information is being interfaced to BRM. In that case, a trouble ticket is generated by the Order Fallout flow. The trouble ticket generated is displayed in Siebel CRM. This helps the customer service representative (CSR) in getting notified about any error while processing the order without checking the instances in the Business Process Execution Language (BPEL) Console.

Whenever an error occurs during customer synchronization, it is propagated to the CommsProcessFulfillmentOrderBillingAccountListEBF. This enterprise business flow (EBF) generates an error notification in the error topic (similar to any other Oracle Application Integration Architecture (Oracle AIA) process). From the error topic, the order fallout flow is triggered only for the CommsProcessFulfillmentOrderBillingAccountListEBF (among all the processes in customer management process integration), thereby generating one trouble ticket for any error.

See "Understanding the Process Integration for Order Fallout Management" for more information about order fallout.

Configuring the Process Integration for Customer Management

Configure the properties described in this section in the AIA_HOME/aia_instances/INSTANCE_NAME/AIAMetaData/config/AIAConfigurationProperties.xml file.

See Oracle Fusion Middleware Developer's Guide for Oracle Application Integration Architecture Foundation Pack for more information about working with AIAConfigurationProperties.xml.

Note:

Entries in the AIAConfigurationProperties.xml file are case sensitive

Table 26-4 shows the properties for the SyncCustomerPartyListBRMCommsProvABCSImpl service.

Table 26-4 SyncCustomerPartyListBRMCommsProvABCSImpl Properties

Property Name	Value/Default Values	Description
EnableAccountStatusSync	true/false. Default = false	This property when set to True, updates the status (active/inactive) of the account from Siebel CRM to BRM.
ABCSExtension.preformEBMtoABM	true/false. Default = false	This property governs whether the application business connector service (ABCS) Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled
ABCSExtension.PreInvokePCM_OP_BILL_GROUP_GET_PARENTABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in Oracle AIA ABCS Extension guidelines) is invoked. This property is required for extensibility. The name of the property clearly suggests which extension point is enabled.
ABCSExtension.PostInvokePCM_OP_BILL_GROUP_GET_PARENTABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined along AIA ABCS Extension guidelines) is invoked. This property is required for extensibility. The name of the property indicates which extension point is enabled.
ABCSExtension.PreInvokePCM_OP_SEARCHABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. This property is required for extensibility. The name of the property indicates which extension point is enabled.
ABCSExtension.PostInvokePCM_OP_SEARCHABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined along AIA ABCS Extension guidelines) is invoked. This property is required for extensibility. The name of the property indicates which extension point is enabled.
ABCSExtension.PreInvokeABSPCM_OP_CUST_COMMIT_CUSTOMERABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled.
ABCSExtension.PostInvokeABSPCM_OP_CUST_COMMIT_CUSTOMERABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled.
ABCSExtension.PreInvokePCM_OP_CUSTCARE_MOVE_ACCTABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled.
ABCSExtension.PostInvokePCM_OP_CUSTCARE_MOVE_ACCTABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled.
ABCSExtension.PreInvokePCM_OP_CUST_UPDATE_CUSTOMERABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled.
ABCSExtension.PostInvokePCM_OP_CUST_UPDATE_CUSTOMERABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled.
ABCSExtension.PreInvokePCM_OP_CUST_DELETE_PAYINFOABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled.
ABCSExtension.PostInvokePCM_OP_CUST_DELETE_PAYINFOABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled.
ABCSExtension.PostXFormABMtoEBM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. The name of the property indicates which extension point is enabled.
EBSOverride.CommunicationsCustomerPartyEBSV2.SyncCustomerPartyListResponse.PortType	CommsProcessBillingAccountListEBF	PortType of the webservice that must be invoked dynamically. This value should be in consistent w.r.t to the Address property mentioned below.
EBSOverride.CommunicationsCustomerPartyEBSV2.SyncCustomerPartyListResponse.ServiceName	{http://xmlns.oracle.com/EnterpriseFlows/Industry/Comms/CommsProcessBillingAccountListEBF/V1}CommsProcessBillingAccountListEBF	ServiceName of the webservice that must be invoked dynamically. This value should be in consistent w.r.t to the Address property mentioned below.
EBSOverride.CommunicationsCustomerPartyEBSV2.SyncCustomerPartyListResponse.Address	http://${fp.server.soaserverhostname}:${fp.server.soaserverport}/soa-infra/services/default/CommsProcessBillingAccountListEBF/client	This property is used to dynamically invoke any webservice from this service. This holds the address.endpoint URI of the webservice that needs to be invoked dynamically. To invoke CAVS or any other provider ABCS/EBF, this property must be updated accordingly.
AccountLevelBalanceGroupName	Account Level Balance Group	This property is used to name the default balance group created in BRM when an account is created.
Default.SystemID	BRM_01	This property specifies the default target system ID to be populated in the enterprise business message (EBM) Header in case the value is not coming from the Requestor.
Routing.BRMCUSTService.BRM_01.EndpointURI	eis/BRM	This property specifies the Connection factory to connect to the BRM Java EE Connector Architecture (JCA) adapter for the first instance of the BRM in case of multiple BRM instances. See "Configuring Multiple BRM Instances for Communications Integrations" for more information about multiple BRM systems.
Routing.BRMCUSTService.RouteToCAVS	true/false. Default = false	This property specifies whether the end point should route to Composite Application Validation System (CAVS).
Routing.BRMCUSTService_ptt.BRM_01.EndpointURI	eis/BRM	This property specifies the Connection factory to connect to the BRM JCA adapter for the first instance of BRM in case of multiple BRM instances. See "Configuring Multiple BRM Instances for Communications Integrations" for more information about multiple BRM systems.
Routing.BRMCUSTService_ptt.RouteToCAVS	true/false. Default = false	This property specifies whether the CAVS service must be invoked.
Routing.BRMCUSTCAREService.BRM_01.EndpointURI	eis/BRM	This property specifies the Connection factory to connect to the BRM JCA adapter for the first instance of the BRM in case of multiple BRM instances for the CUSTCare opcode of BRM. See "Configuring Multiple BRM Instances for Communications Integrations" for more information about multiple BRM systems.
Routing.BRMCUSTCAREService.RouteToCAVS	true/false. Default = false	This property specifies whether to route to CAVS Service.
Routing.BRMBILLService.BRM_01.EndpointURI	eis/BRM	This property specifies the Connection factory to connect to the BRM JCA adapter for the first instance of the BRM in case of multiple BRM instances for the BillService opcode. See "Configuring Multiple BRM Instances for Communications Integrations" for more information about multiple BRM systems.
Routing.BRMBILLService.RouteToCAVS	true/false. Default = false	This property specifies whether to Route to CAVS service.
Routing.BRMBASEService.BRM_01.EndpointURI	eis/BRM	This property specifies the Connection factory to connect to the BRM JCA adapter for the first instance of the BRM in case of multiple BRM instances for the BRMBASEService. See "Configuring Multiple BRM Instances for Communications Integrations" for more information about multiple BRM systems.
Routing.BRMBASEService.RouteToCAVS	true/false. Default = false	This property specifies whether the CAVS service should be invoked.
Routing.BRMTXNService.BRM_01.EndpointURI	eis/BRM	This property specifies the Connection factory to connect to the BRM JCA adapter for the first instance of the BRM in case of multiple BRM instances for the TXNService opcode. See "Configuring Multiple BRM Instances for Communications Integrations" for more information about multiple BRM systems.
Routing.BRMTXNService.RouteToCAVS	true/false. Default = false	This property specifies whether to route to CAVS Service.

Table 26-5 shows the properties for the SyncAccountSiebelReqABCSImpl service.

Table 26-5 SyncAccountSiebelReqABCSImpl Properties

Property Name	Value/Default Values	Description
ABCSExtension.PreXformABMtoEBMABM	true/false. Default = false	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. This property is required for extensibility. The name of the property indicates which extension point is enabled.
ABCSExtension.PreInvokeEBSEBM	true/false. Default = false.	This property governs whether the ABCS Extension is enabled at the predefined plug-into point. If set to True, then the Extension process (defined in AIA ABCS Extension guidelines) is invoked. This property is required for extensibility. The name of the property indicates which extension point is enabled.
Default.SystemID	SEBL_01	This property specifies the default target system ID to be populated in the enterprise business message (EBM) header in case the value is not coming from the requestor.
Routing.SWICustomerParty.SEBL_01.EndpointURI	${participatingapplications.siebel.server.InternetProtocol}${participatingapplications.siebel.server.host}${participatingapplications.siebel.server.port}/eai_${participatingapplications.siebel.server.Language}/start.swe?SWEExtSource=SecureWebService&SWEExtCmd=Execute&WSSOAP=1	Endpoint URI of the SEBL_01 Siebel instance.
Routing.SWICustomerParty.RouteToCAVS	true/false. Default = false.	This property specifies whether the end point should route to CAVS.
Routing.SWICustomerParty.CAVS.EndpointURI	http://${fp.server.soaserverhostname}:${fp.server.soaserverport}/AIAValidationSystemServlet/syncresponsesimulator	This property specifies the end point URL for the CAVS service.
Routing.CustomerPartyEBSV2.SyncCustomerPartyList.MessageProcessingInstruction.EnvironmentCode	PRODUCTION	--.
RoutingCustomerPartyEBSV2.SyncCustomerPartyList.CAVS.EndpointURI	http://${fp.server.soaserverhostname}:{fp.server.soaserverport}/AIAValidationSystemServlet/asyncrequestrecipient	This property specifies whether the end point should route to CAVS.
Routing.CustomerPartyEBSV2.SyncCustomerPartyList.RouteToCAVS	true/false. Default = false.	This property specifies whether the end point should route to CAVS.
Routing.TransformAppContextSiebelService.RouteToCAVS	true/false. Default = false.	This property specifies whether the end point should route to CAVS.
Routing.TransformAppContextSiebelService.CAVS.EndpointURI	http://${fp.server.soaserverhostname}:{fp.server.soaserverport}/AIAValidationSystemServlet/asyncrequestrecipient	This property specifies whether the end point should route to CAVS.
Account.ProcessUpdateEventsOnly	true/false. Default = true.	Customers must set this property to True. This is required to optimize the flow. By setting this property to True, the Siebel connector does not propagate create events onwards. The out-of-the-box (OOTB) solution supports creation of customers only as part of the order flow. Setting this property to False, results in a less optimized flow, but OOTB behavior where customer creation occurs as part of the order flow remains the same. See Oracle Application Integration Architecture Pre-Built Integrations Functional Interoperability Configuration Guide for more information.
Contact.QueryAllEntities	true/false. Default = false.	--
Address.QueryAllEntities	true/false. Default = false.	--