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Integrating the Assisted Service Application With CRM or Other Back Office Systems

You can integrate the Assisted Service application with CRM or other back-office applications to provide customer billing analytics and related data, make payments on behalf of customers, and perform other customer care tasks.

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

To integrate the Assisted Service application with a CRM application

  1. Install the Assisted Service application. For details, see Installation Guide for Oracle Billing Insight.
  2. Create an agent user for the Assisted Service application to use to log into the Oracle Billing Insight Assisted Service application. You can skip this step if the Assisted Service application is configured as a Single-Sign On with the CRM application.
    1. Deploy the Assisted Service application. For details on deploying the Assisted Service application, see Installation Guide for Oracle Billing Insight.
    2. Use the agent boot user, created when you installed the Oracle Billing Insight database, to log into the Assisted Service application and create an agent user. This username and password will be used for the j_username and j_password parameters required by the Assisted Service application for logging in and passing data to the Assisted Service 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 all of the template files found in the EDX_HOME\J2EEApps\csr\weblogic\csr-app-7.0.ear\csr-web-1.0-SNAPSHOT.war\_assets\templates\ directory with the files found in the EDX_HOME\J2EEApps\csr\weblogic\csr-app-7.0.ear\csr-web-1.0-SNAPSHOT.war\_assets\templates\integration directory.
      • Windows. Replace all of the template files found in the EDX_HOME/J2EEApps/csr/weblogic/csr-app-7.0.ear/csr-web-1.0-SNAPSHOT.war/_assets/templates/ directory with the files found in the EDX_HOME/J2EEApps/csr/weblogic/csr-app-7.0.ear/csr-web-1.0-SNAPSHOT.war/_assets/templates/integration directory.
    • Agent login file:
      • UNIX. Replace the CSR_login.jsp file found in the EDX_HOME\J2EEApps\csr\weblogic\csr-app-7.0.ear\csr-web-1.0-SNAPSHOT.war\ directory with the CSR_login.jsp file found in the EDX_HOME\J2EEApps\csr\weblogic\csr-app-7.0.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-7.0.ear/csr-web-1.0-SNAPSHOT.war/ directory with the CSR_login.jsp file found in the EDX_HOME/J2EEApps/csr/weblogic/csr-app-7.0.ear/csr-web-1.0-SNAPSHOT.war/integration directory.
  4. Configure the Assisted Service 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-7.0.ear\csr-web-1.0-SNAPSHOT.war\WEB-INF\
      • Windows. EDX_HOME/J2EEApps/csr/weblogic/csr-app-7.0.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 Assisted Service 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 Assisted Service application. For details on deploying the Assisted Service application, see Installation Guide for Oracle Billing Insight.
  7. On a Web page of the CRM application, create an iFrame large enough to display the content provided by Oracle Billing Insight. Use a secure HTTPS connection to access the Assisted Service application with the following parameters.
    Parameter
    Required?
    Description

    j_username

    Y

    The name of the user created for logging into the Assisted Service application.

    j_password

    Y

    The password of the user created for logging into the Assisted Service application.

    extCsrId

    Y

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

    accountNumber

    Y

    The account number. The Assisted Service application retrieves the unique account information from the Oracle Billing Insight database.

    billerId

    N

    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.

    targetUser

    Y

    The UserID of the end user to view in the intergration environment, such as ftown.

    targetCompany

    Y

    The IdentityId of the company to view in the integration environment, such as CUELLE.

    brandId

    N

    The valueCode from the EDX_SYS_BRAND table, such as Take1, for referencing a customized CSS.

    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/selfservicecsr/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 Assisted Service application.
    • port is the port number where you installed the Assisted Service application.
    • selfservicecsr is the name of the Assisted Service 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 Assisted Service application integration for a demo, where the SSL Digital Certificate is not installed on the Assisted Service application 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/selfservicecsr/j_spring_security_check?j_username=username&j_password=password& extCsrId=CSRID&accountNumber=accountnumber

  9. (Optional) To alter the look and feel of the Assisted Service 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-7.0.ear\csr-web-1.0-SNAPSHOT.war\_assets\swan
    • Windows. EDX_HOME/J2EEApps/csr/weblogic/csr-app-7.0.ear/csr-web-1.0-SNAPSHOT.war/_assets/swan
  10. (Optional) To add or remove reports on the Assisted Service application dashboard, edit the dashBoardLayout.jsp file, found in the following location:
    • UNIX. EDX_HOME\J2EEApps\csr\weblogic\csr-app-7.0.ear\csr-web-1.0-SNAPSHOT.war\_assets\templates
    • Windows. EDX_HOME/J2EEApps/csr/weblogic/csr-app-7.0.ear/csr-web-1.0-SNAPSHOT.war/_assets/templates

    
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