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Siebel CRM Web Services Reference > Siebel CRM Primary Web Services >
RTD_NBA Integration Service
This Web service is part of Siebel In-Memory Next Best Action. The Web service enables you to integrate Siebel Contact Center with Oracle Real-Time Decisions (RTD) Server. It includes three operations: CallAdvisor, CallInformant, and ProcessResponseAction.
- CallAdvisor enables an agent to view an offer selected for a customer based on the customer's input.
- CallInformant passes messages to Oracle RTD which contain information about a specific unit in a business process.
- ProcessResponseAction processes Actions defined for a specific Response.
RTD_NBA Integration Service Operations
For a list of operations associated with this Web service, see Table 977.
Table 977. RTD_NBA Integration Service Operations
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CallAdvisor |
Makes an Advisor call to Oracle Real-Time Decisions (RTD) Server which processes input from a customer and returns offers based on that input. |
CallInformant |
Calls an Informant, which contains information about a specific unit in a business process. |
ProcessResponseAction |
This operation does the following:
- Updates the recommendation history record with the selected Response.
- Makes an RTD Informant call about the selected Response, then.
- Performs any predefined Actions for the selected Response.
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Request Message Description: CallAdvisor
For a description of this request message, see Table 978.
Table 978. Request Message Description: CallAdvisor
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Application |
Required. The Inline Service name on the Oracle RTD server. For example, SiebelB2B or SiebelB2C and so on. |
String |
Attributes |
Optional. An instance of the RTD Attributes integration object. Used to send additional attributes for the RTD Advisor call in Name - Value pairs. |
Integration Object |
IntergrationPoint |
Required. The Integration Point name on the Oracle RTD Server. Used to specify a specific integration point among the multiple advisors created in RTD Decision Studio. |
String |
SessionKeys |
Required. An instance of the RTD SessionKeys integration object. Customer information can be added as session key attributes as Name - Value pairs. RTD obtains the customer information from session key attributes of the Web service call. |
Integration Object |
Trace |
Optional. Enables extra logging. Possible values are TRUE or FALSE. The default value is FALSE. |
String |
TrackRecommendations |
Required. Possible values are 'Y' or 'N'. If set to Y, CallAdvisor input attribute details and recommendations details returned by RTD for the corresponding CallAdvisor call are tracked in the Siebel database as a history. |
String. |
Response Message Description: CallAdvisor
For a description of this response message, see Table 979.
Table 979. Response Message Description: CallAdvisor
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ChoiceGroupEvents |
Optional. An instance of the integration object RTD Admin CG Events. It contains all the Choice Groups and associated events for all the recommendation types returned by RTD. This is Integration object and name of the IO is RTD Admin CG Events. Please mention tht the output is an instance of this IO. |
Integration Object |
ClusterVersion |
Optional. The cluster version. |
String |
LogInfo |
Optional. Log information. |
String |
RecommendationTrackID |
Optional. The Request ID of the tracked Recommendations. This ID is used in the ProcessResponseAction call to update the selected Response. |
String |
Response:response |
Optional. An instance of the integration object 'res'. Contains the recommendation details returned by the RTD server for the corresponding Advisor call. |
Integration Object |
Service Version |
Optional. Service version. |
String. |
TraceInfo |
Optional. Trace information. |
String |
Request Message Description: CallInformant
For a description of this request message, see Table 980.
Table 980. Request Message Description: CallInformant
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Application |
Required. The Inline Service name on the RTD Server. For example, SiebelB2B or SiebelB2C and so on. |
String |
Attributes |
Optional. An instance of the RTD Attributes integration object. Used to send additional attributes for the RTD Informant call in Name - Value pairs. |
Integration Object |
IntegrationPoint |
Required. The integration point name, such as IdentifyCustomer, on the RTD Server. This parameter is used to specify a specific Integration point among the multiple Informants created in RTD Decision Studio. |
String |
SessionKeys |
Required. An instance of the RTD SessionKeys integration object. Customer information can be added as session key attributes in Name - Value pairs. RTD obtains the customer information from session key attributes contained in the Web service call. |
Integration Object |
Trace |
Optional. Enables extra logging. Possible values are TRUE or FALSE. The default value is FALSE. |
String |
Response Message Description: CallInformant
For a description of this response message, see Table 981.
Table 981. Response Message Description: CallInformant
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ClusterVersion |
Optional. Cluster version. |
String |
LogInfo |
Optional. Log information. |
String |
ServiceVersion |
Optional. Service version. |
String |
TraceInfo |
Optional. Trace information. |
String |
Request Message Description: ProcessResponseAction
For a description of this request message, see Table 982.
Table 982. Request Message Description: ProcessResponseAction
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Accepted Msg Resp Id |
Required. The ID of the Choice Group Event for which the Response is selected. NOTE: All the Response details are provided in the corresponding CallAdvisor Web service method output or are predefined in the Siebel CRM application UI Administration-Marketing, Response Management (RTD) view.
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String |
Application |
Required. The Inline Service name on the RTD Server. For example, SiebelB2B or SiebelB2C and so on. |
String |
Channel |
Required. The channel of the recommendation. This value is used in Informant call of the ProcessResponseAction method. |
String |
Offer Category |
Required. The Offer Category of the recommendation for which the response is chosen |
String |
RTD Choice Event Name |
Required. The Choice Event Name value defined on the RTD Server. |
String |
Recommendation Id |
Required. The Recommendation ID of the recommendation for which the response is chosen. |
String |
Recommendation Name |
Required. The name of the recommendation for which the response is chosen. |
String |
SessionKeyField |
Required. The session key field name that must be used in the Informant call of the ProcessResponseAction method. This value is not used if the SessionKeys integration object structure is passed in the input. |
String |
SessionKeyValue |
Required. The session key value must be used in the Informant call of that ProcessResponseAction method. This value is not used if the SessionKeys integration object structure is passed in the input. |
String |
Accepted Message Id |
Optional. The ID of the Choice Group for which the response is selected. NOTE: All the Response details are provided in the corresponding CallAdvisor Web service method output or are predefined in the Siebel CRM application UI Administration-Marketing, Response Management (RTD) view.
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String |
RTD Attributes |
Optional. Attributes for an RTD Informant call in the RTD Attributes integration object structure. If not specified, the default attributes are set to make the Informant call. |
Integration object |
IntegrationPoint |
Optional. The RTD Integration Point to be called for Informant call. The default value is TrackChoiceEvent. |
Sting |
RTD SessionKeys |
Optional. The session keys for the RTD Informant call in the integration object structure. If not specified, the default SessionKeys are set to make the Informant call. |
Integration object |
Trace |
Optional. Enables extra logging. Possible values are TRUE or FALSE. The default value is FALSE. |
String |
AccountId |
Optional. This value is used in the context of named workflow parameters to retrieve account-related information. |
String |
ContactId |
Optional. This value is used in the context of named workflow parameters retrieve contact-related information. |
String |
RecommendationTrackID |
Optional. The Request ID of the tracked recommendation history. This value is provided in the CallAdvisor ouput if choosen to track the recommendations.This value is empty if you chose not to track the recommendations in the Advisor call. |
String |
RTD_NBA Integration Application Interface
This topic describes the application objects called by this Web service. For more information on application implementation, refer to your application development documentation on Oracle Technology Network. Service Object (Business Service or Workflow)
For a description of the service objects for this Web service, see Table 983.
Table 983. RTD_NBA Integration Service Object
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RTD_NBA Integration Service |
Business Service |
CSSNBAIntegrationService |
Data Object (Integration Object)
For a description of data objects for this Web service, see Table 984.
Table 984. RTD_NBA Integration Data Object
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RTD Attributes |
Attributes |
res |
res |
RTD Admin CG Events |
ChoiceGroupEvents |
RTD SessionKeys |
SessionKeys |
Methods
For a description of the methods for this Web service, see Table 985.
Table 985. RTD_NBA Integration Methods
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Call Advisor |
CallAdvisor |
Call Informant |
CallInformant |
ProcessResponseAction |
ProcessResponseAction |
Example Package for RTD_NBA Integration Service
To view an example of messages for this Web service, navigate to the documentation library for Siebel Business Applications on Oracle Technology Network, and click the Related Files link next to the link for Siebel CRM Web Services Reference to access a zip file. Extract the files in the zip file. Request
See the following file to view the sample code: ...\RTD_NBA Integration Service\CallAdvisor\CallAdvisor_request.txt
...\RTD_NBA Integration Service\CallInformant\CallAdvisor_request.txt
...\RTD_NBA Integration Service\ProcessResponseAction\ProcessResponseAction_request.txt
Response
See the following file to view the sample code: ...\RTD_NBA Integration Service\CallAdvisor\CallAdvisor_response.txt
...\RTD_NBA Integration Service\CallInformant\CallInformant_response.txt
Interface Description (WSDL) for RTD_NBA Integration Service
To view the interface description for this Web service, navigate to the documentation library for Siebel Business Applications on Oracle Technology Network, and click the Related Files link next to the link for Siebel CRM Web Services Reference to access a zip file. Extract the files in the zip file. ...\RTD_NBA Integration Service\http___siebel.com_CustomUI_RTD_NBA Integration Service.wsdl
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