2. Oracle FLEXCUBE Siebel - CRM Integration

Siebel CRM is an application to capture customer information. Information could vary from creating a customer profile to creating and operating various financial products available at the bank. The corresponding information is captured in Siebel Customer Relationship Management (CRM) and sent to Oracle FLEXCUBE, which is the backend processor, for further processing.

Bank in a Box (BIB) refers to a program as a part of which different Oracle applications in the financial services industry are integrated. In BIB, Oracle FLEXCUBE and Siebel CRM are integrated based on the standards of Oracle Application Integration Architecture (AIA). The messages exchanged between them are in Enterprise Business Messaging (EBM) format.

The functionalities available in Oracle FLEXCUBE and Siebel CRM are also available in BIB Solution by default.

This chapter contains the following sections:

2.1 Integration Pattern

There are two types of patterns available for exchanging message between Oracle FLEXCUBE and Siebel CRM. They are:

2.2 Message Exchange Pattern

This section contains the following topics:

2.2.1 Exchanging Message

As mentioned earlier, message exchange between Oracle FLEXCUBE and Siebel CRM can be done in SYNC or FAF patterns. In SYNC pattern, the service requestor requests for the service and expects/waits for a response. In FAF, the service requestor requests for the service and does not expect/wait for a response.

2.2.2 SYNC - Oracle FLEXCUBE Provider

In this exchange, CRM requests for service and expects/waits for a response from Oracle FLEXCUBE. The information exchange between Oracle FLEXCUBE and CRM is depicted below:

  1. CRM passes the request in EBM message format to the Oracle FLEXCUBE web service.
  2. Oracle FLEXCUBE transforms the request to Gateway format and invokes the Gateway Enterprise Java Beans (EJB).
  3. On receiving the request, the Gateway EJB processes and sends the response in Gateway format to the Oracle FLEXCUBE web service.
  4. The Oracle FLEXCUBE web service transforms this response to EBM format and sends it to Siebel CRM.

The system handles the errors during the process based on the following error types:

Error Type Error Handling
Technical SOAP Fault message will be sent as response.
Functional FaultNotification Element in EBM Header of response will contain the Oracle FLEXCUBE error code and message.

While processing the message, Oracle FLEXCUBE will log the following information:

2.2.3 FAF - Oracle FLEXCUBE Provider

In this exchange, CRM requests for service and does not expect/wait for a response from Oracle FLEXCUBE.

The information exchange between Oracle FLEXCUBE and CRM is depicted below:

  1. Siebel CRM posts the request payload XML into the designated queue in EBM message format.
  2. On receiving the request, the Message Driven Bean (MDB) transforms the EBM request to an Oracle FLEXCUBE Gateway request and invokes the Gateway Message Router PL/SQL package. The Message Router consumes the XML message and processes it without a response.
  3. Oracle FLEXCUBE uses Java Messaging Service (JMS) approach and distributed transactions (XA) to deliver the message.

The system handles the error during the process based on the following error types:

Error Type Error Handling
Technical MDB will retry listening to the EBM request, and if it finds the message to be repeated, it will send the repeated message directly to the Dead Letter Queue.
Functional MDB will send the repeated message directly to the Dead Letter Queue.

While processing the message, Oracle FLEXCUBE will log the following information:

2.2.4 SYNC - CRM Provider

In this exchange, Oracle FLEXCUBE requests for service and expects/waits for a response from CRM. The information exchange between Oracle FLEXCUBE and CRM is depicted below:

  1. Oracle FLEXCUBE passes the request in EBM message format to the CRM web service.
  2. The CRM system processes the request and sends the response in EBM message format to the Oracle FLEXCUBE.

If there is any error during the process, the system will handle it based on the following error types:

Error Type Error Handling
Technical SOAP Fault message will be received as a response.
Functional Fault Notification Element in EBM Header of the response will contain the SIEBEL error code and message.

While processing the message, Oracle FLEXCUBE will log the following information:

2.2.5 FAF - CRM Provider

In this exchange, Oracle FLEXCUBE requests for service and does not expect/wait for a response from CRM. The information exchange between Oracle FLEXCUBE and CRM is depicted below:

 

  1. The Scheduler sends the notifications happening in Oracle FLEXCUBE to Notification Destination Queue. In Oracle FLEXCUBE, the notifications are published either in Business Process Execution Language (BPEL) or User Interface (UI).
  2. On receiving to the request, the MDB transforms the notification XML message to the required EBM message format and invokes the CRM web service client. The CRM web service client processes the message without a response.

The system handles the errors during the process based on the following error types:

Error Type Error Handling
Technical MDB will queue up the messages to Dead Letter Queue.

While processing the message, Oracle FLEXCUBE will log the following information:

2.3 Single Customer View

This section contains the following topics:

2.3.1 Viewing Single Customer

Siebel CRM requests for and receives XML messages from Oracle FLEXCUBE in EBM format. The functional approach of single customer view is as follows:

2.3.2 Query

Siebel CRM inquires from Oracle FLEXCUBE using SYNC message pattern in AIA standards. The WSDL for the service provided by Oracle FLEXCUBE is in line with the AIA’s Enterprise Business Service provided in the Enterprise Object Library (EOL). The service details are as follows.

Service Details
WSDL BankingAndWealthManagementCustomerPartyEBSV2.wsdl
Service Name CustomerPartyService
Operation QueryCustomerParty
Descrip­tion CustomerParty Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\CustomerParty\V2\CustomerPartyEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

Oracle FLEXCUBE receives Customer ID along with the request for XML message from Siebel CRM and provides customer details to Siebel CRM. The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Customer ID Customer Details

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryCustomerPartyEBM QueryCustomerPar­tyReqMsg REQUEST
QueryCustomerPartyRespon­seEBM QueryCustomerPar­tyRespMsg RESPONSE

2.3.3 Oracle FLEXCUBE Gateway Service

To build reply messages for a summary view of all the accounts and limit the facilities of an existing customer in the bank, current Single Customer View service, ‘FCUBSSCVService’ is used as a part of the Oracle FLEXCUBE gateway service for query operation, ‘QuerySCVCustSumm’. The service details are as follows:

Service Name Operation Code Description
FCUBSSCVSer­vice QuerySCVCust­Summ   Querying for a summary view of all the accounts and limit facility that the customer owns in the bank

2.4 Create Lead

This section contains the following topics:

2.4.1 Creating Lead for Prospective and Existing Customers

The inquiry and handoff messages initiated from Oracle FLEXCUBE to CRM and vice versa are in EBM format. The Web Service Definition Language (WSDL) for the service provided by Siebel should be in line with the AIA’s Enterprise Business Service (EBS) provided in the Enterprise Object Library (EOL).

In Oracle FLEXCUBE, you can create leads for both prospective customer and existing customers.

The Create Lead process comprises of the following processes:

2.4.2 Customer Search

Customer details - existing customer or a prospect is fetched from CRM using SYNC message pattern in AIA standards. The request for the details is sent from Oracle FLEXCUBE to CRM as a query.

You can search for individual and corporate CRM customer/prospect details in the ‘Customer Search’ screen. To invoke this screen, type ‘STSCUSSH’ in the field at the top right corner of the Application tool bar and clicking the adjoining arrow button.

Note

It is mandatory to specify the customer type as a search criteria.

For more information on ‘Customer Search’ screen, refer the section ‘Searching for Customers’ in the chapter ‘Maintaining Customer Information Files’ in the Core Entities User manual.

The results of the query are displayed as multiple entry blocks in the ‘Customer Search’ screen. You can select any one of the customer that are displayed in Oracle FLEXCUBE.

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementCustomerPartyEBSV2.wsdl
Service Name CustomerPartyService
Operation QueryCustomerPartyList
Descrip­tion Customer Party Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\CustomerParty\V2\CustomerPartyEBM.xsd
Provider CRM
Consumer Oracle FLEXCUBE
Message Pattern SYNC

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryCustomerPartyListEBM QueryCustomerPartyLis­tReqMsg Request
QueryCustomerPartyListRespon­seEBM QueryCustomerPartyLis­tRespMsg Response

For more information on message exchange pattern between Oracle FLEXCUBE and CRM, refer ‘SYNC - CRM Provider’ section of this User Manual.

2.4.3 Query Offers

The Offer details for the customer can be fetched from Siebel CRM using SYNC message pattern in AIA standards. Oracle FLEXCUBE provides the customer reference number and branch code to Siebel CRM; and requests for offer details as a query.

You can query the CRM offers using the ‘Offer Query’ screen. To invoke this screen, type ‘STSOFRQY’ in the field at the top right corner of the application toolbar and click the adjoining arrow button.

You can search for the offers based on one or more of the following parameters:

Once you have set the search criteria, click ‘Execute Query’ button. The system displays all valid offers that match the search criteria.

You can select any one of the offers that are displayed on this screen.

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementMarketingOfferEBSV1.wsdl
Service Name MarketingOfferService
Operation QueryMarketingOfferList
Descrip­tion Marketing Offer Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\MarketingOffer\V1\MarketingOfferEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern SYNC

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryMarketingOfferListEBM QueryMarketingOfferLis­tReqMsg Request
QueryMarketingOfferListRespon­seEBM QueryMarketingOfferLis­tRespMsg Response

For more information, refer the section ‘Querying Offers’ in the chapter ‘Maintaining Mandatory Information’ in the Core Entities User manual.

For more information on message exchange pattern between Oracle FLEXCUBE and CRM, refer ‘SYNC - CRM Provider’ section of this User Manual.

2.4.4 Lead Creation

The products and offers that are rendered to a customer and the response of the customer to the same can be created in Oracle FLEXCUBE using FAF message pattern in AIA terminology.

You can create leads in Oracle FLEXCUBE using ‘Lead Maintenance’ screen. To invoke this screen, type ‘STDLEDMT’ in the field at the top right corner of the application toolbar and click the adjoining arrow button.

Note

You can maintain a lead either for products or for offers. The system will not allow you to maintain one lead for both products and offers.

For more information, refer the section ‘Maintaining Lead Details’ in the chapter ‘Maintaining Mandatory Information’ in the Core Entities User manual.

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementSalesOpportunityEBSV1.wsdl
Service Name SalesOpportunityService
Operation CreateSalesOpportunity
Descrip­tion Sales Opportunity Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\SalesOpportunity\V1\SalesOpportunityEBM.xsd
Provider CRM
Consumer Oracle FLEXCUBE
Message Pattern FAF

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
CreateSalesOpportuni­tyEBM CreateSalesOpportuni­tyReqMsg REQUEST

For more information on message exchange pattern between Oracle FLEXCUBE and CRM, refer ‘FAF - CRM Provider’ section of this User Manual.

2.5 Customer Party

This section contains the following topics:

2.5.1 Creating Customer party

If the customer is new to Oracle FLEXCUBE & Siebel CRM, a customer party is created in Siebel CRM. The WSDL for the service provided by Siebel CRM should be in line with the AIA’s EBS provided in the EOL. Oracle FLEXCUBE will request for and receive the information in EBM format.

Oracle FLEXCUBE creates customer party message and uses SYNC message pattern in AIA standards. The service details are as follows:

Service Details
WSDL BankingAndWealthManagementCustomerPartyEBSV2.wsdl
Service Name CustomerPartyService
Operation CreateCustomerParty
Descrip­tion Customer Party Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\CustomerParty\V2\CustomerPartyEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern SYNC

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
CreateCustomerPartyEBM CreateCustomerPar­tyReqMsg Request
CreateCustomerPartyRespon­seEBM CreateCustomerPar­tyRespMsg Response

2.5.2 Update Customer Party

If Know Your Customer (KYC) validation fails for a customer during any of the customer and account origination process, the information is propagated to the Siebel CRM system. Oracle FLEXCUBE updates about the KYC failure to Siebel CRM using FAF message pattern in AIA standards. The service details are as follows:

Service Details
WSDL BankingAndWealthManagementCustomerPartyEBSV2.wsdl
Service Name CustomerPartyService
Operation UpdateCustomerParty
Descrip­tion Customer Party Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\CustomerParty\V2\CustomerPartyEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern FAF

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
UpdateCustomerPartyEBM UpdateCustomerPartyReqMsg REQUEST
UpdateCustomerPartyRespon­seEBM UpdateCustomerPar­tyRespMsg RESPONSE

2.6 BPEL Process Changes

Origination process comprises customer and account origination. The origination process in Oracle FLEXCUBE is facilitated through the Business Process Execution Language (BPEL) processes. Oracle FLEXCUBE and Siebel CRM exchange messages in EBM format and the service interfaces in EBS that conforms to AIA standards. Hence, the following BPEL processes are changed to conform to AIA standards.

This section contains the following topics:

2.6.1 Opening Savings Account Process

To open a savings account in Oracle FLEXCUBE, details of the customer - prospect or an existing customer - need to be fetched from CRM.

In case of a prospect customer, create prospect request is sent from Oracle FLEXCUBE to Siebel CRM after entering the customer information in the opening form. The function id STDSA050 is changed to exchange EBM messages with the CRM.

For further details on this screen, refer to Origination - Savings Account Creation user manual.

In case of an existing customer, the request for customer details is sent from Oracle FLEXCUBE to CRM as a query. The results of the query are displayed in the ‘Customer Search’ screen. You can select any one of the customers to create the savings account in Oracle FLEXCUBE. While receiving and verifying savings account opening form and other documents, the ‘Customer Search’ screen (STSCUSSH) is changed to exchange EBM messages with the CRM.

For more information, refer the chapter ‘Savings Account Creation’ in the ‘Savings Account Creation’ BPEL Process Flow Manual.

2.6.2 Opening Current Account Process

To open a current account in Oracle FLEXCUBE, details of the customer - prospect or an existing customer - need to be fetched from CRM.

In case of a prospect customer, create prospect request will be sent from Oracle FLEXCUBE to CRM after entering the customer information in the opening form. The function id (STDCA050) is changed to exchange EBM messages with the Siebel CRM.

For further details on this screen, refer to Origination - Current Account Creation user manual.

In case of an existing customer, the request for the customer details is sent from Oracle FLEXCUBE to Siebel CRM as a query. The results of the query are displayed in the ‘Customer Search’ screen. You can select any one of the customer to create the account in Oracle FLEXCUBE. While receiving and verifying current account opening form and other documents, the ‘Customer Search’ screen (STSCUSSH) changed during savings account opening process is used.

For more information, refer the chapter ‘Current Account Creation’ in the ‘Current Account Creation’ BPEL Process Flow Manual.

2.6.3 Creating Corporate Customer Process

To create a corporate customer in Oracle FLEXCUBE, details of the customer - prospect or an existing customer - need to be fetched from CRM.

In case of a prospect customer, create prospect request will be sent from Oracle FLEXCUBE to Siebel CRM after entering the customer information in the account opening form. The function id (STDCC050) changed during savings account opening process is used.

For further details, refer to Origination - Corporate Customer Creation user manual.

In case of an existing customer, the request for the customer details is sent from Oracle FLEXCUBE to CRM as a query. The results of the query are displayed in the ‘Customer Search’ screen. You can select any one of the customer to create the customer details in Oracle FLEXCUBE. While entering the details of the prospective customers, the ‘Customer Search’ screen (STSCUSSH) changed during savings account opening process is used.

For more information, refer the chapter ‘Corporate Customer Creation’ in the ‘Corporate Customer’ BPEL Process Flow Manual.

2.6.4 Opening Retail Term Deposit Process

To open a retail term deposit in Oracle FLEXCUBE, details of the customer - prospect or an existing customer - need to be fetched from CRM.

In case of a prospect customer, create prospect request will be sent from Oracle FLEXCUBE to Siebel CRM after entering the customer information in the account opening form. The function id (ORDTDRVY) changed during savings account opening process is used.

For further details, refer to Origination - Retail Term Deposit Account Creation user manual.

In case of an existing customer, the request for the customer details is sent from Oracle FLEXCUBE to Siebel CRM as a query. The results of the query are displayed in the ‘Customer Search’ screen. You can select any one of the customer to create the deposit in Oracle FLEXCUBE. While receiving and verifying current account opening form and other documents, the ‘Customer Search’ screen (STSCUSSH) changed during savings account opening process is used.

For more information, refer the chapter ‘Retail Term Deposit Account Creation’ in the ‘Term Deposit’ BPEL Process Flow Manual.

2.6.5 Siebel CRM Sub Process

When KYC validation fails for a customer while updating customer party, Siebel CRM process is invoked from the above origination processes to send and update the information of the new customer. The process is changed to perform the necessary transformations in order to exchange messages in EBM format with Siebel CRM.

For more information on message exchange pattern between Oracle FLEXCUBE and CRM, refer ‘SYNC - CRM Provider’ and ‘FAF - CRM Provider’ section of this User Manual.

2.7 Customer Details Inquiries

This section contains the following topics:

2.7.1 Inquiring Customer Details

Oracle FLEXCUBE sends and receives inquiry XML messages from Siebel CRM in EBM format using SYNC pattern in AIA standards. The WSDL for the service provided by Oracle FLEXCUBE is in line with the AIA’s EBS provided in the EOL.

2.7.2 CASA Account inquiry

2.7.2.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation QueryDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Account Num­ber Current or Savings Account Details
Branch Code

The messages details are given below:

EBM Root Element Message Name Direction Of Flow
QueryDepositAccountEBM QueryDepositAccoun­tReqMsg Request
QueryDepositAccountRespon­seEBM QueryDepositAccoun­tRespMsg Response

2.7.2.2 Oracle FLEXCUBE Gateway Service

To build reply message for CASA account, existing single customer view service ‘FCUBSAccService’ is used as a part of the gateway for query operation ‘QueryCustAcc’.

Service Name Operation Code Description
FCUBSAccService QueryCustAcc For querying CASA account

2.7.3 CASA & Retail Deposit Transaction Inquiry

2.7.3.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementFinancialTransactionEBSV1.wsdl
Service Name FinancialTransactionService
Operation QueryFinancialTransaction
Descrip­tion FinancialTransaction Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\FinancialTransaction\V1\FinancialTransactionEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Account Num­ber CASA transaction details
Branch Code
From Date
To Date

The messages details are given below:

EBM Root Element Message Name Direction Of Flow
QueryFinancialTransactionEBM QueryFinancialTransactionRe­qMsg Request
QueryFinancialTransactionRespon­seEBM QueryFinancialTransaction­RespMsg Response

2.7.3.2 Oracle FLEXCUBE Gateway Service

To build a reply message for retail term deposit account, existing single customer view service ‘FCUBSSCVService’ is used as part of the gateway for query operation ‘QuerySCVCATxnDetails’.

Service Name Operation Code Description
FCUBSSCVSer­vice QuerySCVCATxnDe­tails For querying the transaction details for the CASA account

2.7.3.3 Term Deposit Transaction Query

The service details are given below:

Service Details
WSDL BankingAndWealthManagementFinancialTransactionEBSV1.wsdl
Service Name FinancialTransactionService
Operation QueryFinancialTransaction
Descrip­tion FinancialTransaction Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\FinancialTransaction\V1\FinancialTransactionEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Account Num­ber Retail Term transaction details
Branch Code
From Date
To Date

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryFinancialTransactionEBM QueryFinancialTransactionRe­qMsg Request
QueryFinancialTransactionRespon­seEBM QueryFinancialTransaction­RespMsg Response

2.7.3.4 Oracle FLEXCUBE Gateway Service

To build a reply message for retail term deposit account, existing single customer view service ‘FCUBSSCVService’ is used as part of the gateway for query operation ‘QuerySCVTDTxnDetails’.

Service Name Operation Code Description
FCUBSSCVSer­vice QuerySCVTDTxnDe­tails For querying the transaction details for the term deposit account

2.7.4 Retail Term Deposit Account Inquiry

2.7.4.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation QueryDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Account Num­ber Retail Term Deposit Account Details
Branch Code

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryDepositAccountEBM QueryDepositAccoun­tReqMsg Request
QueryDepositAccountRespon­seEBM QueryDepositAccoun­tRespMsg Response

2.7.4.2 Oracle FLEXCUBE Gateway Service

To build a reply message for retail term deposit account, existing single customer view service “FCUBSAccService” will be used as part of the gateway for query operation “QueryTDCustAcc”.

Service Name Operation Code Description
FCUBSAccService QueryTDCustAcc For querying retail term deposit account

2.7.5 Retail Term Deposit Redemption Inquiry

2.7.5.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation QueryDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Account Num­ber Retail Term Deposit Redemption Details
Branch Code

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryDepositAccountEBM QueryDepositAccoun­tReqMsg Request
QueryDepositAccountRespon­seEBM QueryDepositAccoun­tRespMsg Response

2.7.5.2 Oracle FLEXCUBE Gateway Service

To build a reply message for retail term deposit account, existing single customer view service “FCUBSTDService” is used as part of the gateway for query operation “QueryTDRedemption”.

Changes are made in “QueryTDRedemption” to send all the previously redeemed amounts to CRM during the query operation.

Service Name Operation Code Description
FCUBSTDSer­vice QueryTDRedemp­tion For querying retail term deposit redemption account

2.7.6 Corporate Deposit Inquiry

2.7.6.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation QueryDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Account Num­ber Corporate Deposit Contract Details
Branch Code

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryDepositAccountEBM QueryDepositAccountReqMsg Request
QueryDepositAccountRespon­seEBM QueryDepositAccoun­tRespMsg Response

2.7.6.2 Oracle FLEXCUBE Gateway Service

Existing Corporate Deposit service “FCUBSLDService” is used as part of the gateway for query operation “QueryLDContract” to build a reply message for Corporate Deposit Contract

Service Name Operation Code Description
FCUBSLDSer­vice QueryLDCon­tract For querying corporate deposit contract details

2.7.7 Standing Instruction Inquiry

2.7.7.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation QueryDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider Oracle FLEXCUBE
Consumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Account Num­ber Current or Savings Account Details
Branch Code

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryDepositAccountEBM QueryDepositAccoun­tReqMsg Request
QueryDepositAccountRespon­seEBM QueryDepositAccoun­tRespMsg Response

2.7.7.2 Oracle FLEXCUBE Gateway Service

Existing single customer view service “FCUBSSCVService” is used as part of the gateway for query operation “QuerySCVSISum” to build a reply message for Standing Instructions.

Service name Operation Code Description
FCUBSSCVSer­vice QuerySCVSI­Sum For querying all the standing instruction con­tracts maintained for the debit account and account branch

2.7.8 Periodic Instruction Inquiry

2.7.8.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation QueryDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Account Num­ber Current or Savings Account Details
Branch Code

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryDepositAccountEBM QueryDepositAccoun­tReqMsg REQUEST
QueryDepositAccountRespon­seEBM QueryDepositAccoun­tRespMsg RESPONSE

2.7.8.2 Oracle FLEXCUBE Gateway Service

Existing single customer view service “FCUBSSCVService” is used as part of the gateway for query operation “QuerySCVPCSum” to build a reply message for Standing Instructions.

Service name Operation Code Description
FCUBSSCVSer­vice QuerySCVPC­Sum For querying all the periodic instruction con­tracts maintained for the customer account and branch

2.7.9 Loan Account Inquiry

2.7.9.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementLoanAccountEBSV1.wsdl
Service Name LoanAccountService
Operation QueryLoanAccount
Descrip­tion LoanAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\LoanAccount\V1\LoanAccountEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Loan Account Num­ber Loan Account Details
Branch Code  

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryLoanAccountEBM QueryLoanAccountReqMsg REQUEST
QueryLoanAccountRespon­seEBM QueryLoanAccoun­tRespMsg RESPONSE

2.7.9.2 Oracle FLEXCUBE Gateway Service

Existing Loan account service “FCUBSCLService” is used as part of the gateway for query operation “QueryAccount” to build a reply message for Corporate Deposit Contract.

Service Name Operation Code Description
FCUBSCLSer­vice QueryAccount For querying loan account details

2.7.10 Bills & Collections Inquiry

2.7.10.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementDocumentaryCollectionEBSV1.wsdl
Service Name DocumentaryCollectionService
Operation QueryDocumentaryCollection
Descrip­tion DocumentaryCollection Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DocumentaryCollection\V1\DocumentaryCollectionEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Contract Reference Num­ber Bills & Collections Contract Details
Branch

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryDocumentaryCollectionEBM QueryDocumentaryCollectionRe­qMsg Request
QueryDocumentaryCollectionRespon­seEBM QueryDocumentaryCollection­RespMsg Response

2.7.10.2 Oracle FLEXCUBE Gateway Service

Existing Bills & Collections service “FCUBSBCService” is used as part of the gateway for query operation “QueryBCContract” to build a reply message for Bills & Collections contract.

Service Name Operation Code Description
FCUBSBCSer­vice QueryBCCon­tract For querying Bills & Collections contract

2.7.11 Limit Inquiry

2.7.11.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementLineOfCreditEBSV1.wsdl
Service Name LineOfCreditService
Operation QueryLineOfCredit
Descrip­tion LineOfCredit Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\LineOfCredit\V1\LineOfCreditEBM.xsd
Provider Oracle FLEXCUBE
Consumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Liability Code Limit Details
Line Code
Line Serial Num­ber

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryLineOfCreditEBM QueryLineOfCreditReqMsg Request
QueryLineOfCreditRespon­seEBM QueryLineOfCredit­RespMsg Response

2.7.11.2 Oracle FLEXCUBE Gateway Service

Existing Enterprise Limit and Collateral Management (ELCM) Service “LSFacilityService” is used as part of the gateway for query operation “FacilityExecuteQuery” to build a reply message for line information.

Service Name Operation Code Description
LSFacilitySer­vice FacilityExecuteQ­uery For querying limit information contract details

2.7.12 Letter Of Credit Inquiry

2.7.12.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementDocumentaryCreditEBSV1.wsdl
Service Name DocumentaryCreditService
Operation QueryDocumentaryCredit
Descrip­tion DocumentaryCredit Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DocumentaryCredit\V1\DocumentaryCreditEBM.xsd
Provider Oracle FLEXCUBE
Consumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Contract Reference Num­ber Letter Of Credit Contract Details
Branch

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryDocumentaryCreditEBM QueryDocumentaryCredit­ReqMsg Request
QueryDocumentaryCreditRespon­seEBM QueryDocumentaryCredit­RespMsg Response

2.7.12.2 Oracle FLEXCUBE Gateway Service

Existing Letter Of Credit service “FCUBSLCService” is used as part of the gateway for query operation “QueryLCContract” to build a reply message for Letter Of Credit & Guarantees contract.

Service Name Operation Code Description
FCUBSLCSer­vice QueryLCCon­tract For querying Letter Of Credit contract

2.7.13 Guarantees Inquiry

2.7.13.1 Query

The service details are as follows:

Service Details
WSDL BankingAndWealthManagementBankGuaranteeEBSV1.wsdl
Service Name BankGuaranteeService
Operation QueryBankGuarantee
Descrip­tion BankGuarantee Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\BankGuarantee\V1\BankGuaranteeEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern SYNC

The information received and provided by Oracle FLEXCUBE is as follows:

Input Output
Contract Reference Num­ber Guarantees Contract Details
Branch

The message details are as follows:

EBM Root Element Message Name Direction Of Flow
QueryBankGuaranteeEBM QueryBankGuarantee­ReqMsg REQUEST
QueryBankGuaranteeRespon­seEBM QueryBankGuaranteeR­espMsg RESPONSE

2.7.13.2 Oracle FLEXCUBE Gateway Service

Existing Letter Of Credit service “FCUBSLCService” is used as part of the gateway for query operation “QueryLCContract” to build a reply message for Letter Of Credit & Guarantees contract.

Service Name Operation Code Description
FCUBSLCSer­vice QueryLCCon­tract For querying Guarantees con­tract

2.8 Customer Details Handoffs

This section contains the following topics:

2.8.1 Handing Off Customer Details

Oracle FLEXCUBE handoffs SML messages to Siebel CRM in EBM format using FAF pattern in AIA standards. The WSDL for the service provided by Siebel CRM will be in line with the AIA’s EBS provided in the EOL. Oracle FLEXCUBE handoffs the following details to Siebel CRM:

2.8.2 Customer Handoff

Whenever a new customer is created in the ‘Customer Maintenance’ screen and authorized for the current application date, Oracle FLEXCUBE will handoff the customer details to Siebel CRM. The service details are given below:

Service Details
WSDL BankingAndWealthManagementCustomerPartyEBSV2.wsdl
Service Name CustomerPartyService
Operation CreateCustomerParty
Descrip­tion Customer Party Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\CustomerParty\V2\CustomerPartyEBM.xsd
Provider CRM
Consumer Oracle FLEXCUBE
Message Pattern FAF

The message details are given below:

EBM Root Element Message Name Direction Of Flow
CreateCustomerPartyEBM CreateCustomerPar­tyReqMsg Request
CreateCustomerPartyRespon­seEBM CreateCustomerPar­tyRespMsg Response

For more information on the screen, refer the section ‘Invoking Customer Information Screen’ in the chapter ‘Maintaining Customer Information Files’ in the Core Entities User Manual.

For more information on message exchange pattern between Oracle FLEXCUBE and CRM, refer ‘FAF - CRM Provider’ section of this User Manual.

2.8.3 Customer Amendment Handoff

Whenever an existing customer details are successfully modified and authorized for the current application date in the ‘Customer Maintenance’ screen, Oracle FLEXCUBE will handoff the modified customer details to CRM using JMS queue approach. The service details are given below:

Service Details
WSDL BankingAndWealthManagementCustomerPartyEBSV2.wsdl
Service Name CustomerPartyService
Operation UpdateCustomerParty
Descrip­tion CustomerParty Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\CustomerParty\V2\CustomerPartyEBM.xsd
Provider CRM
Consumer Oracle FLEXCUBE
Message Pattern FAF

The message details are given below:

Message Name Message Exchange Pattern Description
UpdateCustomerPar­tyReqMsg Request only This operation is used to Update a CustomerParty.

For more information on the screen, refer the section ‘Invoking Customer Information Screen’ in the chapter ‘Maintaining Customer Information Files’ in the Core Entities User Manual.

For more information on message exchange pattern between Oracle FLEXCUBE and CRM, refer ‘FAF - CRM Provider’ section of this User Manual.

2.8.4 Customer Account Handoff

Whenever a new current or savings account is created and authorized for the current application date through the ‘Customer Accounts Maintenance’ screen, Oracle FLEXCUBE will handoff the customer account details to Siebel CRM using JMS queue approach. The service details are given below:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation CreateDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern FAF

The message details are given below:

Message Name Message Exchange Pattern Description
CreateDepositAccoun­tReqMsg Request only This operation is used to Create a DepositAccount EBO.

For more information on the screen, refer the section ‘Invoking Customer Accounts Screen’ in the chapter ‘Maintaining Customer Accounts’ in the Core Entities User Manual.

2.8.5 Customer Account Amendment Handoff

Whenever the joint holder details of CASA account is modified and authorized for the current application date through the ‘Customer Accounts Maintenance’ screen, Oracle FLEXCUBE will handoff the account details to Siebel CRM using JMS queue approach. The service details are given below:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation UpdateDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern FAF

The message details are given below:

Message Name Message Exchange Pattern Description
UpdateDepositAccoun­tReqMsg REQUEST_ONLY This operation is used to Update CASA Account.

For more information on the screen, refer the section ‘Invoking Customer Accounts Screen’ in the chapter ‘Maintaining Customer Accounts’ in the Core Entities User Manual.

2.8.6 Term Deposit Handoff

Whenever a new retail term deposit account is created through the ‘IC Special Conditions Maintenance’ screen, Oracle FLEXCUBE will handoff the new term deposit account details to Siebel CRM using JMS queue approach. The service details are given below:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation CreateDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern FAF

The message details are given below:

Message Name Message Exchange Pattern Description
CreateDepositAccoun­tReqMsg Request only This operation is used to Create a DepositAccount EBO.

For more information on the screen, refer the section ‘Maintaining Time Deposit Accounts’ in the chapter ‘Maintaining Tax Allowance Limit’ in the Core Entities User Manual.

2.8.7 Term Deposit Amendment Handoff

Whenever the joint holder details of retail deposit account is modified and authorized for the current application date through the ‘IC Special Conditions Maintenance’ screen, Oracle FLEXCUBE will handoff the term deposit account details to CRM using JMS queue approach.

The corresponding service details are given below:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation UpdateDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider CRM
Consumer Oracle FLEXCUBE
Message Pattern FAF

The message details of are given below:

Message Name Message Exchange Pattern Description
UpdatedepositAccoun­tReqMsg REQUEST_ONLY This operation is used to Update Deposit Account.

For more information on the screen, refer the section ‘Maintaining Time Deposit Accounts’ in the chapter ‘Maintaining Tax Allowance Limit’ in the Core Entities User Manual.

2.8.8 Corporate Deposit Account Handoff

Whenever a new corporate deposit account is created through the ‘Corporate Deposits Contract Input’ screen, Oracle FLEXCUBE will handoff the corporate deposit account details to CRM using JMS queue approach. The service details are given below:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation CreateDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern FAF

The message details are given below:

Message Name Message Exchange Pattern Description
CreateDepositAccoun­tReqMsg REQUEST_ONLY This operation is used to Create a DepositAccount EBO.

For more information on the screen, refer the section ‘Features of Corporate Deposits Contract Input Screen’ in the chapter ‘Capturing Details of Deposit’ in the Corporate Deposit User Manual.

2.8.9 Loan Account Handoff

Whenever a new loan account is created through the ‘Account Details’ screen, Oracle FLEXCUBE will handoff the new loan account details to Siebel CRM using JMS queue approach. The corresponding service details are given below:

Service Details
WSDL BankingAndWealthManagementLoanAccountEBSV1.wsdl
Service Name LoanAccountService
Operation CreateLoanAccount
Descrip­tion LoanAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\LoanAccount\V1\LoanAccountEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern FAF

The message details are given below:

Message Name Message Exchange Pattern Description
CreateLoanAccoun­tReqMsg Request only This operation is used to Create a DepositAccount EBO.

For more information on the screen, refer the section ‘Creating a Loan Account’ in the chapter ‘Account Creation’ in the Retail Lending User Manual.

2.8.10 Loan Account Amendment Handoff

Whenever Value Dates are amended and authorized on a loan account for the execution date same as current application date through the ‘Amendments’ screen, Oracle FLEXCUBE will handoff the loan account details to CRM using the new JMS queue approach.

The corresponding services details are given below:

Service Details
WSDL BankingAndWealthManagementLoanAccountEBSV1.wsdl
Service Name LoanAccountService
Operation UpdateLoanAccount
Descrip­tion LoanAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\LoanAccount\V1\LoanAccountEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern FAF

The message details are given below:

Message Name Message Exchange Pattern Description
UpdateLoanAccoun­tReqMsg REQUEST_ONLY This operation is used to Update Deposit Account.

For more information on the screen, refer the section ‘Loan Amendments’ in the chapter ‘Operations’ in the Retail Lending User Manual.

For more information on message exchange pattern between Oracle FLEXCUBE and CRM, refer ‘FAF - CRM Provider’ section of this User Manual.

2.8.11 Loan Re-assignment Handoff

Whenever the primary customer is changed to a new customer, loan is reassigned and authorized for the current application date through the ‘Account Details’ screen, Oracle FLEXCUBE will handoff the loan re-assignment account details to CRM using JMS queue approach. The corresponding service details are as follows:

Service Details
WSDL BankingAndWealthManagementLoanAccountEBSV1.wsdl
Service Name LoanAccountService
Operation UpdateLoanAccount
Descrip­tion LoanAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\LoanAccount\V1\LoanAccountEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern FAF

The message details are as follows:

Message Name Message Exchange Pattern Description
UpdateLoanAccoun­tReqMsg REQUEST_ONLY This operation is used to Update Loan Account.

For more information on the screen, refer the section ‘Invoking Customer Accounts Screen’ in the chapter ‘Maintaining Customer Accounts’ in the Core Entities User Manual.

2.8.12 Activity

Stop Payment and Check Book Request screens were converted to extensibility. Whenever a stop payment is authorized, Oracle FLEXCUBE will handoff the stop payment, check book request or standing instruction details to Siebel CRM using JMS queue approach.

The corresponding service details are given below:

Service Details
WSDL BankingAndWealthManagementCustomerInteractionEBSV1.wsdl
Service Name CustomerInteractionService
Operation CreateCustomerInteraction
Descrip­tion CustomerInteraction Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\CustomerInteraction\V1\CustomerInteractionEBM.xsd
Provider CRM
Consumer Oracle FLEXCUBE
Message Pattern FAF

The message details are given below:

Message Name Message Exchange Pattern Description
CreateCustomerInteractionRe­qMsg REQUEST_ONLY This operation is used to cre­ate Customer Interaction.

2.9 Customer Amendment Upload

This section contains the following topics:

2.9.1 Uploading Customer Amendment

Siebel CRM sends handoff XML messages to Oracle FLEXCUBE in EBM format using FAF pattern in AIA standards. The WSDL for the service provided by Oracle FLEXCUBE is in line with the AIA’s EBS provided in the EOL.

2.9.2 Customer Party Service

Whenever an existing customer attributes, which are common across for contact or account (individual or corporate type of customer) are modified in the ‘Customer Maintenance’ screen, Siebel CRM handoff the customer details (both the modified and unmodified details) to Oracle FLEXCUBE using JMS queue approach.

The corresponding service details are as follows:

Service Details
WSDL BankingAndWealthManagementCustomerPartyEBSV2.wsdl
Service Name CustomerPartyService
Operation UpdateCustomerParty
Descrip­tion CustomerParty Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\CustomerParty\V2\CustomerPartyEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern FAF

The message details are as follows:

Message Name Message Exchange Pattern Description
UpdateCustomerPar­tyReqMsg REQUEST_ONLY This operation is used to Update a Customer Party EBO

2.9.3 Gateway Service

To modify customer details in ‘Modify Customer’ operation, ‘FCUBS Customer Service’ is used as a part of the gateway service. The corresponding message details are given below:

Service name Operation Code Description
FCUBSCustomerSer­vice ModifyCustomer For updating the customer details

For more information on the screen, refer the section ‘Invoking Customer Information Screen’ in the chapter ‘Maintaining Customer Information Files’ in the Core Entities User Manual.

For more information on message exchange pattern between Oracle FLEXCUBE and CRM, refer ‘FAF – Oracle FLEXCUBE Provider’ section of this User Manual.

2.10 Account Address Amendment Upload

This section contains the following topics:

2.10.1 Uploading Account Address Amendment

Siebel CRM sends handoff XML messages to Oracle FLEXCUBE in EBM format using FAF pattern in AIA standards. The WSDL for the service provided by Oracle FLEXCUBE is in line with the AIA’s EBS provided in the EOL.

2.10.2 Deposit Account Service

Whenever an existing customer account address attributes, which are common for CASA and Retail Deposit accounts, are modified in the respective screen, Siebel CRM hands off the customer account address details (both the modified and unmodified details) to Oracle FLEXCUBE using JMS queue approach.

The corresponding service details are as follows:

Service Details
WSDL BankingAndWealthManagementDepositAccountEBSV1.wsdl
Service Name DepositAccountService
Operation UpdateDepositAccount
Descrip­tion DepositAccount Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\DepositAccount\V1\DepositAccountEBM.xsd
Provider Oracle FLEXCUBE
Con­sumer CRM
Message Pattern FAF

The message details are as follows:

Message Name Message Exchange Pattern Description
UpdateDepositAccoun­tReqMsg REQUEST_ONLY This operation is used to update a DepositAccount EBO

2.10.3 Gateway Service

To modify customer details in ‘ModifyCustAcc’ operation, ‘FCUBSAccService’ is used as a part of the gateway service. The corresponding message details are given below:

Service name Operation Code Description
FCUBSAccService ModifyCustAcc For updating the CASA account address details

For more information on the screen, refer the chapter ‘Maintaining Customer Accounts’ in the Current and Savings Account User Manual.

To modify TD account address details ‘ModifyTDCustAcc’ operation, ‘FCUBSAccService’ is used as a part of the gateway service. The corresponding message details are given below:

Service name Operation Code Description
FCUBSAccService ModifyTD­CustAcc For updating the TD account address details

For more information on the screen, refer the chapter ‘TD Account’ in the Term Deposits User Manual.

For more information on message exchange pattern between Oracle FLEXCUBE and CRM, refer ‘FAF – Oracle FLEXCUBE Provider’ section of this User Manual.

2.11 Service Request

This section contains the following topics:

2.11.1 Service Request and Activity

Oracle FLEXCUBE inquires and handoffs XML messages to Siebel CRM in EBM format. The WSDL for the service provided by Siebel should be in line with the AIA’s EBS provided in the EOL. The function id STDSRQST is modified to invoke web service operations of Siebel CRM and the message is transformed from Oracle FLEXCUBE format to EBM format.

Oracle FLEXCUBE creates, modifies and inquires service requests using SYNC message pattern in AIA standards. Oracle FLEXCUBE receives the response and Service Requests are displayed on the screen. The functional approach of Service Request is as follows:

2.11.1.1 Create Service Request

After creating a Service Request, the service request number is displayed on to the screen. The service details are as follows:

Service Details
WSDL BankingAndWealthManagementServiceRequestEBSV1.wsdl
Service Name ServiceRequestService
Operation CreateServiceRequest
Descrip­tion Service Request Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\ServiceRequest\V1\ServiceRequestEBM.xsd
Provider CRM
Consumer Oracle FLEXCUBE
Message Pattern SYNC

The messages details are as follows:

EBM Root Element Message Name Direction Of Flow
CreateServiceRequestEBM CreateServiceReques­tReqMsg REQUEST
CreateServiceRequestRespon­seEBM CreateServiceReques­tRespMsg RESPONSE

2.11.1.2 Modify Service Request

After modifying a Service Request, the service request number is displayed on to the screen. The service details are as follows:

Service Details
WSDL BankingAndWealthManagementServiceRequestEBSV1.wsdl
Service Name ServiceRequestService
Operation UpdateServiceRequest
Descrip­tion Service Request Offer Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\ServiceRequest\V1\ServiceRequestEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern FAF

The messages details are as follows:

EBM Root Element Message Name Direction Of Flow
UpdateServiceRequestEBM UpdateServiceReques­tReqMsg REQUEST
UpdateServiceRequestRespon­seEBM UpdateServiceReques­tRespMsg RESPONSE

2.11.1.3 Inquire Service Request

The service information is given below:

Service Details
WSDL BankingAndWealthManagementServiceRequestEBSV1.wsdl
Service Name ServiceRequestService
Operation QueryServiceRequestList
Descrip­tion Service Request Enterprise Business Service
EBM XSD EnterpriseObjectLibrary\Industry\BankingAndWealthManage­ment\EBO\ServiceRequest\V1\ServiceRequestEBM.xsd
Provider CRM
Con­sumer Oracle FLEXCUBE
Message Pattern SYNC

The message information is given below:

EBM Root Element Message Name Direction Of Flow
QueryServiceRequestListEBM QueryServiceRequestLis­tReqMsg REQUEST
QueryServiceRequestListRespon­seEBM QueryServiceRequestLis­tRespMsg RESPONSE

2.11.2 Creating Service Requests

When Siebel CRM inquires a Service Request, Contact Date, Target Date of Closure and Actual Date of Closure fields in the Service Request Input screen are populated. To invoke this screen, type ‘STDSRQST’ in the field at the top right corner of the Application tool bar and clicking the adjoining arrow button.

For further details on this screen, refer to the section ‘Maintaining Service Request Input Details’ in chapter ‘Maintaining Mandatory Information’ of Core Entities user manual.

In Service Request Input screen, Contact Date, Target Date of Closure and Actual Date of Closure are read-only fields. Service Request Type value synchronizes with the CRM values. The other values which synchronize with the Service Request Type values are as follows:

2.11.2.1 Viewing Service Request Summary

You can view the summary of service request details in the ‘Service Request Fetch’ screen. To invoke this screen, type ‘STSSRQST’ in the field at the top right corner of the Application tool bar and click on the adjoining arrow button.

Note

It is mandatory to specify the Service Number as a search criteria.

For further details on this screen, refer to the section ‘Viewing Service Request Details’ in chapter ‘Maintaining Mandatory Information’ of Core Entities user manual.

2.11.2.2 Synchronizing Day-Zero List of Values

In an integration perspective, the List Of Values (LOV) in Oracle FLEXCUBE can be broadly classified in the following types:

Static values remain constant and are not subjected to changes. For example, Account type.

Dynamic values are subjected to changes. For example, Branch, Product etc,

Day-0-Dynamic values are created during day-zero. For example, Currency, Country etc,