Siebel Field Service Integration to Oracle Real-Time Scheduler Implementation Guide > Installing SOA Composites and Configuring This Integration > Process of Installing SOA Composites for This Integration >

Configuring Domain Value Maps

This task is a step in Process of Installing SOA Composites for This Integration.

This topic includes the following topics:

• Mapping an Activity Status From Siebel CRM to Oracle Real-Time Scheduler
• Mapping an Activity Status From Oracle Real-Time Scheduler to Siebel CRM
• Mapping a Shift Status From Siebel CRM to Oracle Real-Time Scheduler
• Mapping a Break Status from Siebel CRM to Oracle Real-Time Scheduler
• Mapping a Time Zone from Siebel CRM to Oracle Real-Time Scheduler
• Mapping Schedule Weekdays from Siebel CRM to Oracle Real-Time Scheduler
• Mapping Language Code of Siebel CRM to Oracle Real-Time Scheduler
• Mapping Oracle Real-Time Scheduler Expertise to Siebel CRM Skills
• Mapping Run-Time Parameters
• Editing Domain Value Maps

A domain value map operates on data values. These values transit through the infrastructure at run time. A DVM allows you to map data values that reside in a vocabulary in a given domain to a vocabulary that resides in a different domain.

For example, assume a domain represents a city with a long name, such as Los Angeles, while another domain represents a city with the short name for that same city, such as LA. You can use a domain value map to map Los Angeles to LA. A point-to-point mapping is a direct mapping of values between two or more domains. Mapping Los Angeles to LA is an example of a point-to-point mapping.

Mapping an Activity Status From Siebel CRM to Oracle Real-Time Scheduler

This topic describes how to edit the SBL_to_ORS_ActivityStatusMapping DVM. You can create and configure many different status values for activities in Siebel CRM. However, Oracle Real-Time Scheduler includes a fixed set of predefined status values, each of which Oracle Real-Time Scheduler designs for a particular stage in routing. You must map statuses from the Siebel environment to the corresponding statuses from Oracle Real-Time Scheduler in the middle tier. You can use DVMs to modify and commit changes without having to stop Oracle Fusion Middleware. You use an activity status mapping with status update flows. A field service technician can use the mobile application to change the status of an activity. During an update, this integration uses the appropriate status mapping in the DVM to map the change that the field service technician makes, and then calls Oracle Real-Time Scheduler.

Columns You Use to Map an Activity Status

To map an activity status, you use the following columns:

• Column 1: Siebel
• Column 2: ORS

Requirements for Mapping an Activity Status

If you use the SBL_to_ORS_ActivityStatusMapping DVM, then you must make sure your mapping meets the following requirements:

• The data in the Siebel column must be unique. Multiple Siebel statuses can map to the same status in Oracle Real-Time Scheduler. However, there must not be more than one entry in the map with the same Siebel status.
• The status is case-sensitive. If the Siebel status is ABC, then a DVM row must exist that includes a Siebel column value of ABC. This integration treats other values as different statuses. Example values include ABC, abc, or any other combination. The same rule applies for Oracle Real-Time Scheduler. Because all valid Oracle Real-Time Scheduler statuses are in upper case, the ORS column must use uppercase and valid status values. This integration treats a case mismatch between a domain value map (DVM) column and the data that the column corresponds to as a status mismatch. This situation can result in a rejected message. For lists of valid activity statuses, see the Documentation Sources for Configuring Oracle Real-Time Scheduler.

DVM Entries That Map an Activity Status

Table 66 lists the entries that are predefined in the SBL_to_ORS_ActivityStatusMapping DVM. This DVM must include all Siebel status values that a field service technician can send.

Mapping an Activity Status From Oracle Real-Time Scheduler to Siebel CRM

This Oracle Real-Time Scheduler integration uses the ORS_to_Siebel_ActivityStatusMapping DVM while it synchronizes an activity status for an activity from Oracle Real-Time Scheduler to Siebel CRM. This integration maps an activity status from Oracle Real-Time Scheduler to Siebel CRM in the following situations:

• If the call center agent clicks Refresh Activity to get the latest appointment details
• If the activity status is updated to Despatched or Inactive in Oracle Real-Time Scheduler

Columns You Use to Map an Activity Status

To map a stop status, you use the following columns:

• Column 1: ORS
• Column 2: Siebel

Requirements for Mapping an Activity Status

If you use the ORS_to_Siebel_ActivityStatusMapping DVM, then you must make sure your mapping meets the following requirements:

• The data in the ORS column must be unique. Multiple Oracle Real-Time Scheduler statuses can map to the same status in Siebel CRM. However, there must not be more than one entry in the map that contains the same status value in the ORS column.
• The requirements to map a stop status are the same as the requirements to map an activity status.

DVM Entries That Map an Activity Status

Table 67 lists the entries that are predefined in the ORS_to_Siebel_ActivityStatusMapping DVM. All possible activity status values must be present. For the list of valid statuses for an activity status, see Documentation Sources for Configuring Oracle Real-Time Scheduler.

Mapping a Shift Status From Siebel CRM to Oracle Real-Time Scheduler

This Oracle Real-Time Scheduler integration uses the Siebel_to_ORS_ShiftStatusMapping DVM while it synchronizes a Shift status from Siebel CRM to Oracle Real-Time Scheduler. This Oracle Real-Time Scheduler integration maps a Shift status from Siebel CRM to Oracle Real-Time Scheduler if the Siebel Field Technician updates the status of the Shift from the mobile application.

Requirements for Mapping a Shift Status

If you use the Siebel_to_ORS_ShiftStatusMapping DVM, then you must make sure your mapping meets the following requirements:

• The data in the Siebel column must be unique. Multiple Oracle Real-Time Scheduler statuses can map to the same status in Siebel CRM. However, there must not be more than one entry in the map that contains the same status value in the Siebel column.

DVM Entries That Map a Shift Status

Table 68 lists the entries that are predefined in the ORS_to_Siebel_ShiftStatusMapping DVM. All possible stop status values must be present. For the list of valid statuses for an activity status, see Documentation Sources for Configuring Oracle Real-Time Scheduler.

Mapping a Break Status from Siebel CRM to Oracle Real-Time Scheduler

This integration uses the Siebel_to_ORS_BreakStatusMapping DVM while it synchronizes a Break status from Siebel CRM to Oracle Real-Time Scheduler. This integration maps a Break status from Siebel CRM to Oracle Real-Time Scheduler if Siebel Field Technician updates the status of the Break from the mobile application.

Requirements for Mapping an Activity Status

If you use the Siebel_to_ORS_BreakStatusMapping DVM, then you must make sure your mapping meets the following requirements:

• The data in the Siebel column must be unique. Multiple Oracle Real-Time Scheduler statuses can map to the same status in Siebel CRM. However, there must not be more than one entry in the map that contains the same status value in the Siebel column.

DVM Entries That Map a Break Status

Table 69 lists the entries that are predefined in the Siebel_to_ORS_BreakStatusMapping DVM. All possible stop status values must be present. For the list of valid statuses for a break status, see Documentation Sources for Configuring Oracle Real-Time Scheduler.

Mapping a Time Zone from Siebel CRM to Oracle Real-Time Scheduler

This integration uses the SBL_ORS_TimeZoneMapping DVM to map the Siebel's Time Zone abbreviation as well as Time Zone Name to Oracle Real-Time Scheduler's Time Zone code. This mapping is being used while transferring Service Region and Employee from Siebel CRM and also during Appointment Booking in the Appointment Booking System.

Requirements for Mapping a Time Zone

If you use the SBL_ORS_TimeZoneMapping DVM, then you must make sure your mapping meets the following requirements:

• The Standard Abbreviation of the Time Zone defined at Siebel CRM should be mapped to corresponding Time Zone Code at Oracle Real-Time Scheduler.
• The Name of the Time Zone defined at Siebel CRM should be mapped to corresponding Time Zone Code at Oracle Real-Time Scheduler.

DVM Entries That Map a Time Zone

Table 70 lists the entries that are predefined in the SBL_ORS_TimeZoneMapping DVM. All possible Time Zone values must be present. For the list of Timezone codes in Oracle Real-Time Scheduler, see Documentation Sources for Configuring Oracle Real-Time Scheduler.

Mapping a Time Zone from Oracle Real-Time Scheduler To Siebel CRM

This integration uses the ORS_SBL_TimeZoneMapping DVM to map the Oracle Real-Time Scheduler's Time Zone code to Siebel's Time Zone abbreviation. This mapping is being used while refreshing the activity.

Requirements for Mapping a Time Zone

If you use the ORS_SBL_TimeZoneMapping DVM, then you must make sure your mapping meets the following requirements:

• The Standard Abbreviation of the Time Zone defined at Siebel CRM should be mapped to corresponding Time Zone Code in Oracle Real-Time Scheduler.

DVM Entries That Map a Time Zone

Table 71 lists the entries that are predefined in the ORS_SBL_TimeZoneMapping DVM. All possible stop status values must be present. For the list of Timezone codes in Oracle Real-Time Scheduler, see Documentation Sources for Configuring Oracle Real-Time Scheduler.

Mapping Schedule Weekdays from Siebel CRM to Oracle Real-Time Scheduler

This integration uses the SBL_ORS_ScheduleWeekdays DVM to map the Siebel's Schedule Weekdays to Oracle Real-Time Scheduler's Weekday code. This mapping is being used while transferring the Work Schedule from Siebel CRM.

Requirements for Mapping Schedule Weekdays

If you use the SBL_ORS_ScheduleWeekdays DVM, then you must make sure your mapping meets the following requirements:

• The Language Independent Code of Schedule Weekday List of value defined at Siebel CRM should be mapped to corresponding Weekday Code in Oracle Real-Time Scheduler.

DVM Entries That Map a Weekday Schedule

Table 72 lists the entries that are predefined in the SBL_ORS_ScheduleWeekdays DVM. All possible stop status values must be present. For the list of valid Code for Weekdays in Oracle Real-Time Scheduler, see Documentation Sources for Configuring Oracle Real-Time Scheduler.

Mapping Language Code of Siebel CRM to Oracle Real-Time Scheduler

This integration uses the SBL_ORS_LanguageCodeMapping DVM to map the Siebel's Language Code to Oracle Real-Time Scheduler's Language Code. This mapping is being used to support Multilingual deployment in Siebel CRM and Oracle Real-Time Scheduler.

Requirements for Mapping a Language Code

If you use the SBL_ORS_LanguageCodeMapping DVM, then you must make sure your mapping meets the following requirements:

• The Language Code defined at Siebel CRM should be mapped to corresponding Language Code at Oracle Real-Time Scheduler.

Examples of Mapping a Language Code

Table 73 includes a correct example of mapping a Language Code.

Mapping End Point URLs for all Oracle Real-Time Scheduler and Siebel Web Services

This integration uses the SBL_ORS_Endpoint_Definition DVM to map the end point URL for each Inbound Web Service exposed by Oracle Real-Time Scheduler and Siebel CRM.

Columns You Use to Map an Activity Status

To map a Activity status, you use the following columns:

• Column 1: Service Name
• Column 2: Endpoint Url

Requirements for Mapping an End Point URL

If you use the SBL_ORS_Endpoint_Definition DVM, then you must make sure your mapping meets the following requirements:

• Update Endpoint URL for each of the Service Name accordingly based on physical machine name.

Examples of Mapping an End Point URL

Table 74 includes a correct example of mapping an End Point URL.

Mapping Country Code of Siebel CRM to Oracle Real-Time Scheduler

This integration uses the SBL_ORS_CountryCodes DVM to map the Siebel's Country Code to Oracle Real-Time Scheduler's Country Code. This integration Country code on Siebel to the corresponding Country code defined at Oracle Real-Time Scheduler. The mapping is being used while sending Geocoding request for an Address from Siebel CRM to Oracle Real-Time Scheduler.

Requirements for Mapping a Country Code

If you use the SBL_ORS_LanguageCodeMapping DVM, then you must make sure your mapping meets the following requirements:

• The Language Independent Code for Country List of value defined in Siebel CRM should be mapped to corresponding Country Code in Oracle Real-Time Scheduler.

Examples of Mapping a Country Code

Table 75 includes a correct example of mapping a Country Code.

Mapping Oracle Real-Time Scheduler Expertise to Siebel CRM Skills

The SBL_Expertise_Code_Definition DVM stores the proficiency values that a skill supports. You must map any value that you define in the SBL_Expertise_Code_Definition DVM to the EXPERTISE_CD list of values in Siebel CRM.

Columns You Use to Map Skills

To map a skill, you use the following columns:

• Column 1: Expertise Code
• Column 2: Relative Value

Relative Values Determine Expertise Ranking

The relative value determines expertise ranking. For example, if an Expert must possess a higher proficiency than a Novice, then Expert must include a higher integer value than Novice.

DVM Entries That Map a Skill

Table 76 lists entries that are predefined in the SBL_Expertise_Code_Definition DVM. One record must hold the Expertise Code as Default_Expertise. The Relative Value for this should be either NOVICE, INTERMEDIATE, or EXPERT. Another record must hold the Expertise Level as Default_Expertise_Level.The Relative Value for this should be any expertise level other than 0. Value 0 will be considered as no skill level and should not be used.

Examples of Mapping a Skill

Table 77 includes a correct example of mapping a skill.

Incorrect Example 1

Table 78 includes an incorrect example of mapping a skill. The required record for Default_Expertise is missing. Table 76 includes this record.

Mapping Run-Time Parameters

This topic describes how to edit the SBL_ORS_Parameter_Definition DVM. This integration uses this DVM as the configuration file to extract parameters in the run-time environment. This DVM provides a lookup source for default values, endpoint configuration, and so forth. This integration uses all flows that map run-time parameters.

Columns You Use to Map Run-Time Parameters

To map run-time parameters, you use the following columns:

• Column 1: Parameter
• Column 2: Value

Entries You Must Include to Map Parameters

Table 79 lists the entries you must include in the SBL_Expertise_Code_Definition DVM. You must use the case and spaces for each parameter as they appear in Table 79. You cannot change the case, and you must include the spaces.

Optional Entries You Can Include to Map Parameters

Table 80 describes the optional entries that you can include to map parameters.

About the Default Batch Size - Employee Parameter

During a service region data transfer, this integration extracts employees from the Siebel database and attempts to synchronize them with Oracle Real-Time Scheduler, one record at a time. It stores the status of the synchronization in the Siebel database, along with the timestamp of the synchronization operation. This status describes whether the synchronization is successful, not successful, and the reasons for any failed synchronization.

To set the number of records that this integration groups before it saves them to the Siebel database, you can use the Default Batch Size - Employee parameter. For example, if Default Batch Size - Employee is 100, then the service region data transfer flow waits until the synchronization status in memory is 100 records, and then writes these records to the Siebel Database.

If the overall total number of records is less than 100, then this integration saves the records to the Siebel database when it reaches the total.

You can use any integer value greater than 0.