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Siebel Communications Guide
What's New in This Release
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Overview of Siebel Communications
About Siebel Communications
Key Features of Siebel Communications
Product Modules and Options for Siebel Communications
Business Functions of Screens in Siebel Communications
About Prebuilt Integration with Siebel Communications
Oracle Communications Integration Pack for Order to Bill
Communications Agent Assisted Billing Care
About Passing Customer Orders to Oracle Billing Application
About Service Bundles
Configuring Communications, Order-to-Cash, and Master Data Management Integration
Setting the System Preferences for Integration
Setting Up Integration Users
Enabling Component Groups
Activating the Workflows for Order Management
Confirming that Workflows Are Active
Activating the Oracle Application Integration Architecture-Related Workflows
Changing the Default Billing Type to Subscription
Oracle Advanced Queuing
Advanced Queue Configuration
Configuring FMW URLs for Web Services
Setting Up the Workflow Monitor Agent
Setting Order Priority for Advanced Queue
Setup for Synchronizing Products with New and Existing Products
Setting Up the Session Pool Manager
Performing Required Tasks for the Order-to-Cash PIP
Performing Required Tasks for the Communications PIP
Performing Required Tasks for the Master Data Management PIP
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Accounts in Siebel Communications
About Accounts in Siebel Communications
Scenario for Using Accounts in Siebel Communications
Setting Up External Organizations for Siebel Communications
Creating an Account in Siebel Communications (End User)
Creating an Account Hierarchy in Siebel Communications (End User)
Reviewing an Account Hierarchy in Siebel Communications (End User)
Accessing or Updating Account Information in Siebel Communications (End User)
Monitoring Infrastructure, Equipment, and Usage in Siebel Communications (End User)
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Profiles in Siebel Communications
About Profiles in Siebel Communications
Scenario for Using Profiles in Siebel Communications
Creating and Updating a Profile in Siebel Communications (End User)
About Billing Profiles in Siebel Communications
Creating or Updating a Billing Profile in Siebel Communications
About Customer Profiles in Siebel Communications
About Exemption Profiles in Siebel Communications
About Financial Profiles in Siebel Communications
Running a Credit Check
About Fraud Profiles in Siebel Communications
About Loyalty Profiles in Siebel Communications
About Site Profiles in Siebel Communications
About Statement Profiles in Siebel Communications
Creating and Updating an Address Profile in Siebel Communications (End User)
Process of Managing Special Rating Profiles, Lists, and Products (End User)
Setting Up Special Rating Products in Siebel Communications
Creating Special Lists in Siebel Communications
Creating Special Rating List Items in Siebel Communications
Modifying Special Rating Lists in Siebel Communications (End User)
Changing the Association of Special Rating Lists in Siebel Communications
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Contacts in Siebel Communications
About Contacts in Siebel Communications
Scenario for Using Contacts in Siebel Communications
Creating a Contact in Siebel Communications (End User)
Modifying a Contact Profile in Siebel Communications (End User)
Creating a Contact-Related Activity in Siebel Communications (End User)
Associating a Contact with a Trouble Ticket in Siebel Communications (End User)
Additional End-User Tasks for Contact Management in Siebel Communications
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Agreements and Entitlements in Siebel Communications
About Agreements and Entitlements in Siebel Communications
Scenarios for Using Agreements and Entitlements in Siebel Communications
Setting Up Templates for the Auto Document Feature of Siebel Communications
Adding an Agreement in Siebel Communications (End User)
Adding Agreement Terms and Generating Totals in Siebel Communications (End User)
Creating and Printing an Agreement Document in Siebel Communications (End User)
Associating an Agreement with an Order in Siebel Communications (End User)
Associating an Agreement with a Service Item in Siebel Communications (End User)
Revising an Agreement in Siebel Communications (End User)
Viewing Agreement Details in the Explorer in Siebel Communications (End User)
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Premises in Siebel Communications
About Premises in Siebel Communications
Scenario for Setting Up Premises in Siebel Communications
Setting Up Premises in Siebel Communications (End User)
Registering a Premises Hookup in Siebel Communications (End User)
Associating an Activity with a Premises in Siebel Communications (End User)
Verifying a Premises in Siebel Communications (End User)
Viewing Service Point Information in Siebel Communications (End User)
Viewing Usage History in Siebel Communications (End User)
Viewing Service Requests for a Premises in Siebel Communications (End User)
Adding a Service Request for a Premises in Siebel Communications (End User)
Adding Infrastructure Information in Siebel Communications (End User)
Additional End-User Tasks for Premises Management in Siebel Communications
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Assets in Siebel Communications
About Assets in Siebel Communications
Scenario for Setting Up Assets in Siebel Communications
Creating an Asset in Siebel Communications (End User)
Associating Related Assets with a Primary Asset in Siebel Communications (End User)
Viewing Hierarchical Information for an Asset in Siebel Communications (End User)
Creating a Transaction for an Asset in Siebel Communications (End User)
Viewing Components Associated with an Asset in Siebel Communications (End User)
Adding a Service Request Associated with an Asset in Siebel Communications (End User)
Adding a Change Request to an Asset in Siebel Communications (End User)
Viewing Service Points and Services in Siebel Communications (End User)
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Opportunities in Siebel Communications
About Opportunities in Siebel Communications
Scenario for Creating Opportunities in Siebel Communications
Creating an Opportunity in Siebel Communications (End User)
Associating an Account with an Opportunity in Siebel Communications (End User)
Associating a Product with an Opportunity in Siebel Communications (End User)
Creating a Quote for an Opportunity in Siebel Communications (End User)
Creating a Profile for an Opportunity in Siebel Communications (End User)
Associating a Site with an Opportunity in Siebel Communications (End User)
Associating a Partner with an Opportunity in Siebel Communications (End User)
Additional End-User Tasks for Opportunity Management in Siebel Communications
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Billing in Siebel Communications
About Billing in Siebel Communications
Scenario for Using Billing in Siebel Communications
Generating Credit, Fraud, and Usage Information in Siebel Communications
Setting Up the Invoice Image Feature in Siebel Communications
About Accessing or Updating Billing Information in Siebel Communications
Process of Accessing or Updating Billing Information in Siebel Communications (End User)
Accessing Billing Information
Viewing Balance Groups for a Billing Profile
Viewing Unbilled Services for a Billing Profile
Viewing Bills for a Billing Profile
Viewing Payments for a Billing Profile
Viewing Adjustments for a Billing Profile
Viewing Account Balances for Nonpaying Accounts
Viewing Invoices
Process of Entering Payment Against an Outstanding Balance in Siebel Communications (End User)
Recording Account-Level Payments
Recording Invoice-Level Payments
Recording Profile-Level Payments
Viewing Billing Payment History
Viewing Usage Details in Siebel Communications (End User)
Viewing Unbilled Charges in Siebel Communications (End User)
Process of Creating Adjustments in Siebel Communications (End User)
Requesting an Adjustment to an Invoice
Creating Adjustments for Bills
Viewing an Adjustment Request Outcome
Recording a Customer's Decision About Adjustment Outcome Terms
Process of Making Payment Arrangements in Siebel Communications (End User)
Requesting a Payment Arrangement
Viewing the Outcome of a Payment Arrangement Request
Recording a Customer's Decision About Payment Arrangement Terms
Requesting a Duplicate Invoice in Siebel Communications (End User)
Updating a Billing Profile in Siebel Communications (End User)
Additional End-User Tasks for Billing Management
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Work Orders in Siebel Communications
About Work Orders in Siebel Communications
Scenario for Using Work Orders in Siebel Communications
Creating a Work Order in Siebel Communications (End User)
Adding an Activity to a Work Order in Siebel Communications (End User)
Creating Work Order Line Items in Siebel Communications (End User)
Adding Work Order Terms in Siebel Communications (End User)
Additional End-User Tasks for Work Order Management in Siebel Communications
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Service Requests and Trouble Tickets in Siebel Communications
About Service Requests and Trouble Tickets in Siebel Communications
Scenario for Using Service Requests and Trouble Tickets in Siebel Communications
Setting Up Service Requests and Trouble Tickets in Siebel Communications
Creating a Trouble Ticket Record in Siebel Communications (End User)
Assigning a Trouble Ticket in Siebel Communications (End User)
Associating Parent and Child Trouble Tickets in Siebel Communications (End User)
Viewing Fallout Orders for Trouble Tickets
About Trouble Ticket Solutions
Resolving Trouble Tickets in Siebel Communications (End User)
Using the Customer Satisfaction Survey in Siebel Communications (End User)
Analyzing Trouble Tickets Data in Siebel Communications (End User)
Additional End-User Tasks for Trouble Ticket Management in Siebel Communications
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Credit Management in Siebel Communications
About Credit Management in Siebel Communications
Scenario for Using Credit Management in Siebel Communications
Reviewing and Adding a Credit Alert in Siebel Communications (End User)
Adding an Activity to a Credit Alert in Siebel Communications (End User)
Contacting the Customer About a Credit Alert (End User)
Entering Payments for Credit Alerts in Siebel Communications (End User)
Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)
Submitting Requests for Account Adjustments or Payment Plans
Viewing Account Adjustment or Payment Plan Request Outcomes
Recording Customer Decisions About Account Adjustments or Payment Plans
Process of Managing Collections in Siebel Communications (End User)
Updating Collection Actions in Siebel Communications
Processing Collection Payments in Siebel Communications
Closing Collections Actions in Siebel Communications
Closing a Credit Alert Manually in Siebel Communications (End User)
Additional End-User Tasks for Credit Management in Siebel Communications
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Fraud Management in Siebel Communications
About Fraud Management in Siebel Communications
Scenario for Using Fraud Management in Siebel Communications
Viewing Fraud Alerts in Siebel Communications (End User)
About Following Up with the Customer for a Fraud Alert
Changing Fraud Thresholds in Siebel Communications (End User)
Updating the Fraud Alert in Siebel Communications (End User)
Additional End-User Tasks for Fraud Management in Siebel Communications
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Defining Integration Workflows for Siebel Communications
About Integration Workflows in Siebel Communications
Terminology for Integration Workflows in Siebel Communications
Sample Integration Workflows for Siebel Communications
Sample Integration Workflow: CUT Send Account Data
Sample Integration Workflow: CUT Get Account Data
Sample Integration Workflow: CUT Receive Account Data
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Defining Billing Profile Workflows for Siebel Communications
About Billing Profile Workflows for Siebel Communications
Workflows for Synchronization
CMU Account Sync Workflow
CMU Address Sync Workflow
CMU Contact Sync Workflow
CMU Profile Sync Workflow
SWI Account Update Workflow
SWI Address Update Workflow
SWI Contact Update Workflow
SWI Billing Profile Update Workflow
SWI Special Rating - Synchronize Process
SWIAdjustmentStatusUpdate
CMU Credit Alert Status Sync
Workflow to View Content in the Billing Profile Portal
SIA External Integration Process Workflow
Workflows to Enter Adjustments in the Billing Profile Portal
CMUInvoiceAdjustmentWF
CMUInvoiceQueryWF
CMUItemChargeAdjustmentWF
CMUItemChargeQueryWF
CMUEventDetailsAdjustmentWF
CMUEventDetailsQueryWF
CMUBalanceDetailsEventAdjustmentWF
CMU Adjustment View Sub Process
CMU SIA Submit Adjustment Request to External
CMUUnbilledEventAdjustmentWF Workflow
CMUUnbilledNonCurrencyEventAdjustmentWF Workflow
Workflows to Manage Contacts, Accounts, and Payments
SWI External Account Integration Process Workflow
SWI External Contact Integration Process Workflow
SWI External Customer Req Integration Process Workflow
SWI External Contact Req Integration Process Workflow
SWI External Account Request Sync Process Workflow
SWI External Contact Request Sync Process Workflow
SWISendPaymentAuthorization Workflow
SWISendCreditCheck Workflow
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