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5How the Connector Synchronizes Activity and Related Data from Siebel CRM to Oracle Real-Time Scheduler

How the Connector Synchronizes Activity and Related Data from Siebel CRM to Oracle Real-Time Scheduler

This chapter describes how the connector synchronizes the status of a shift, break, period of unavailability (POU), or activity from Siebel CRM to Oracle Real-Time Scheduler. It includes the following topics:

Overview of How the Connector Synchronizes a Status from Siebel CRM to Oracle Real-Time Scheduler

The field technician can send the following updates to Oracle Real-Time Scheduler:

  • Activity status updates, such as Acknowledged, Enroute, In Progress, Completed, and so forth

  • Shift log on and log off

  • Break start and break complete

  • POU start and POU complete

Siebel CRM sends all status updates that relate to a shift, break, POU, or activity to Oracle Real-Time Scheduler through a single composite. Siebel Field Service Integration to Oracle Real-Time Scheduler uses separate Business Process Execution Language (BPEL) processes within the composite to synchronize a shift, break, POU, or activity.

For more information, see Integration Services

Integration Flows That Synchronize a Status from Siebel CRM to Oracle Real-Time Scheduler

This topic describes integration flows that synchronize activity and related data from Siebel CRM to Oracle Real-Time Scheduler. It includes the following topics:

    Integration Flow That Synchronizes a Shift, Break, or POU Status from Siebel CRM to Oracle Real-Time Scheduler

    The technician sends updates on the shift start time, stop time, and so forth. To optimize Activities, Siebel CRM must immediately send these changes to Oracle Real-Time Scheduler. For more information, see Hook Points That Synchronize a Shift, Break, or POU Status.

      Integration Flow That Synchronizes a Shift Status from Siebel CRM to Oracle Real-Time Scheduler

      The following illustrates the integration flow to synchronize a shift status from Siebel CRM to Oracle Real-Time Scheduler. This flow uses Simple Object Access Protocol (SOAP) over Hypertext Transfer Protocol (HTTP) for all interactions with Siebel CRM and Oracle Real-Time Scheduler.

      Integration Flow to Synchronize a Shift Status from Siebel CRM to ORS. This image is described in the surrounding text.
      Explanation of Callouts

      The integration flow to synchronize a shift status from Siebel CRM to Oracle Real-Time Scheduler includes the following steps:

      1. If the status update is for a shift, then Siebel CRM makes a Web service call to the Update_Shift_Status method of the StatusUpdatesService Web service.

      2. The mediator forwards the request to the BPEL flow that handles the shift status updates.

      3. The BPEL flow calls the M1-ShiftStatusUpdateFromHost Web service method.

      4. Oracle Real-Time Scheduler sends a success or fail reply. The output of a status update is success or failure. Oracle Real-Time Scheduler sends the result synchronously to Siebel CRM.

        Integration Flow That Synchronizes a Break Status from Siebel CRM to Oracle Real-Time Scheduler

        The integration flow to synchronize a break status from Siebel CRM to Oracle Real-Time Scheduler is the same as the flow illustrated in Integration Flow That Synchronizes a Shift Status from Siebel CRM to Oracle Real-Time Scheduler, with the following differences:

        • If the status update is for a SHIFT_BREAK, then Siebel CRM makes a Web service call to the Update_Break_Status method of the StatusUpdatesService Web service.

        • The mediator forwards the request to the BPEL flow that handles break status updates.

        • The BPEL flow calls the M1-ActivityMaintenance web service method to update the Break Status in Oracle Real-Time Scheduler.

          Integration Flow That Synchronizes a POU Status from Siebel CRMto Oracle Real-Time Scheduler

          The integration flow to synchronize a POU status from Siebel CRM to Oracle Real-Time Scheduler is the same as the flow illustrated in Integration Flow That Synchronizes a Shift Status from Siebel CRM to Oracle Real-Time Scheduler, with the following differences:

          • If the status update is for a POU, then Siebel CRM makes a Web service call to the Update_POU_Status method of the StatusUpdatesService Web service.

          • The mediator forwards the request to the BPEL flow that handles POU status updates.

          • The BPEL flow calls the M1-ActivityMaintenance web service method to update the POU Status in Oracle Real-Time Scheduler.

            WSDL Operation That Synchronizes a Shift, Break, or POU Statusfrom Siebel CRM to Oracle Real-Time Scheduler

            The following Web Service Definition Language (WSDL) operations synchronize a shift, break, or POU status from Siebel CRM to Oracle Real-Time Scheduler:

            • Update_Shift_Status for shifts

            • Update_Break_Status for breaks

            • Update_POU_Status for POUs

            XML Schema Definition (XSD) defines which Extensible Markup Language (XML) structure that this integration must follow when it sends the XML request during the Web service call. The input XSD is the same for all WSDL operations. For more information, see Integration Services

              Integration Flow That Synchronizes Activity and Related Data from Siebel CRM to Oracle Real-Time Scheduler

              The integration flow to synchronize activity and related data from Siebel CRM to Oracle Real-Time Scheduler is the same as the flow illustrated in Integration Flow That Synchronizes a Shift Status from Siebel CRM to Oracle Real-Time Scheduler, with the following differences:

              • If the status update is for activity data, then Siebel CRM makes a Web service call to the Update_Activity_Status method of the StatusUpdatesService Web service.

              • The mediator forwards the request to the BPEL flow that handles status updates for activities.

              • Instead of formatting received parameters, this flow uses a DVM to determine the status. For more information, see DVM That Synchronizes Activity and Related Data from Siebel CRM to Oracle Real-Time Scheduler.

              • The BPEL flow calls the M1-ActivityStatusUpdatesFromHost Web Service.

                Web Services That Synchronize a Status from Siebel CRM to Oracle Real-Time Scheduler

                This topic describes Siebel Web services that synchronize activity and related data from Siebel CRM to Oracle Real-Time Scheduler.