Contents

• Title and Copyright Information
• Preface

1 What's New in This Release

• What's New in This Release

2 Overview of Siebel Communications

• 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
    • Description of Service Bundles
    • Behavior of Service Bundles
    • About Simple Service Bundles
    • Guidelines for Service Bundles and Simple 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 Java Subsystem for Fusion Middleware 10g Integration
    • Configuring Corresponding Web Services for Advanced Queue
    • Configuring Java Subsystem for Fusion Middleware 11g Integration
  • Configuring FMW URLs for Web Services
    • Configuring FMW URLs for Outbound Web Services
    • Configuring FMW URLs for Inbound Web Services
  • Setting Up the Workflow Monitor Agent
    • Configuring Workflow Monitor Agent
    • Configuring Default Tasks for Workflow Monitor Agent
    • Starting Tasks for Workflow Monitor Agent for Customer Synchronization
  • 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
    • Disabling Asset-Based Ordering
    • Running EIM Data Migration
    • Executing the EIM Job
    • Configuring Oracle Configurator
    • Adding Siebel Custom Applications to Oracle Applications
    • Copy Config Web Service Setup
    • Copy Config Data Map Setup
    • DoCompression Parameter Setup
    • Applying Changes for the Signal
    • Fixing State Model for Quote Status
    • Other Order-to-Cash Configuration Steps
  • Performing Required Tasks for the Communications PIP
    • Enabling Dynamic Pricing
    • Running EIM Data Migration for Comms
    • Configuring the Email Notification for the Product Class and Attribute Query Feature
  • Performing Required Tasks for the Master Data Management PIP
    • Activating the Workflow Policies
    • Customizing the Workspace Release Flag

3 Accounts in Siebel Communications

• Accounts in Siebel Communications
• About Accounts in Siebel Communications
  • Account Hierarchy
  • Account Classes
  • Account Roles and Responsibilities
• Scenario for Using Accounts in Siebel Communications
• Setting Up External Organizations for Siebel Communications
• Creating an Account in Siebel Communications (End User)
  • Adding an Account Record
• Creating an Account Hierarchy in Siebel Communications (End User)
  • Setting Up an Account Hierarchy
  • Changing a Parent-Child Account Relationship
• Reviewing an Account Hierarchy in Siebel Communications (End User)
  • Viewing the Hierarchy for Accounts
  • Viewing an Account Hierarchy as an Organization Chart
  • Viewing Child Accounts for Parent Accounts
• Accessing or Updating Account Information in Siebel Communications (End User)
  • Accessing the Customer Portal View
  • Accessing Account Views
  • Viewing Agreements for Accounts
• Monitoring Infrastructure, Equipment, and Usage in Siebel Communications (End User)
  • Viewing Usage Details
  • Adding Installed or Planned Equipment
  • Adding Related Infrastructure

4 Profiles in Siebel Communications

• Profiles in Siebel Communications
• About Profiles in Siebel Communications
  • Profile Types
  • Profile Roles and Responsibilities
• 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)
  • Validating an Address
  • Revalidating an Address
• 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

5 Contacts in Siebel Communications

• Contacts in Siebel Communications
• About Contacts in Siebel Communications
• Scenario for Using Contacts in Siebel Communications
• Creating a Contact in Siebel Communications (End User)
  • Adding a Contact Record
• 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
  • Contacts and Opportunities
  • Contact Correspondence

6 Agreements and Entitlements in Siebel Communications

• Agreements and Entitlements in Siebel Communications
• About Agreements and Entitlements in Siebel Communications
  • Agreements
  • Entitlements
  • Agreement and Entitlement Relationships
  • Types of Agreements
  • Master Agreements and Subagreements
• Scenarios for Using Agreements and Entitlements in Siebel Communications
  • Managing Agreements for a Commercial Customer
  • Managing Agreements for a Residential Customer
• Setting Up Templates for the Auto Document Feature of Siebel Communications
  • Verifying Templates Appear as Agreement Templates
• 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)

7 Premises in Siebel Communications

• 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)
  • About Adding a Premises Record
  • Creating a Premises Before the Account Exists
  • Creating a Premises When the Account Exists
• Registering a Premises Hookup in Siebel Communications (End User)
  • Premises can be associated with one or more service points. Adding Service Points to Premises
• 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
  • Caller Verification
  • Customer Accounts
  • Sales Orders
  • Premises and Attachments
  • Premises and Notes

8 Assets in Siebel Communications

• 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)

9 Opportunities in Siebel Communications

• 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
  • Account and Contact Creation

10 Billing in Siebel Communications

• 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
  • Bill Statement Host
  • Web Center Content Host
• About Accessing or Updating Billing Information in Siebel Communications
  • End-User Views
  • Time Zones in Date-Time Fields
• 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
    • Accessing Invoice Views
    • Viewing Invoice Line Items
    • Viewing Invoice Images From the Invoices Screen
    • Viewing Invoice Images From a Billing Profile
    • Viewing Invoice History
• Process of Entering Payment Against an Outstanding Balance in Siebel Communications (End User)
  • Recording Account-Level Payments
  • Recording Invoice-Level Payments
    • Recording Payments for One Invoice
    • Recording Payments for Multiple Invoices
  • 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
    • Requesting Adjustments for Entire Invoices
    • Requesting Adjustments for Invoice Line Items
  • Creating Adjustments for Bills
    • Creating Adjustments for Unbilled Usage
    • Creating Adjustments for Unbilled Usage for Child Accounts
  • Viewing an Adjustment Request Outcome
    • Viewing Outcomes of Adjustment Requests
    • Viewing History of Adjustment Requests
  • 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
    • Viewing Outcomes of Payment Arrangement Requests
    • Viewing History of Payment Arrangements
  • 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
  • Caller Verification
  • Billing for Services

11 Work Orders in Siebel Communications

• 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)
  • Associating Activity Plans With Work Orders
  • Creating Activity Plans for Work Orders
• Creating Work Order Line Items in Siebel Communications (End User)
  • Creating Line Items for Work Orders
  • Adding Line Item Actions to Work Orders
• Adding Work Order Terms in Siebel Communications (End User)
• Additional End-User Tasks for Work Order Management in Siebel Communications
  • Work Orders and Attachments

12 Service Requests and Trouble Tickets in Siebel Communications

• Service Requests and Trouble Tickets in Siebel Communications
• About Service Requests and Trouble Tickets in Siebel Communications
  • Initiation of Service Requests and Trouble Tickets
  • Creation of Service Requests and Trouble Tickets
  • Trouble Ticket Referral
  • Additional Information About Service Requests
• 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)
  • Associating Child Trouble Tickets With Parent Trouble Tickets
  • Verifying Entitlements for Trouble Tickets
• Viewing Fallout Orders for Trouble Tickets
• About Trouble Ticket Solutions
  • Solutions Defined
  • Further Information
• Resolving Trouble Tickets in Siebel Communications (End User)
  • Adding an Activity to a Trouble Ticket
  • Associating Activity Plans With Trouble Tickets
  • Closing a Trouble Ticket
• 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
  • Customer Verification
  • Entitlement Verification
  • Communication with Field Service Agents
  • Trouble Tickets and Attachments

13 Credit Management in Siebel Communications

• 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
    • Submitting Requests for Account Adjustments
    • Submitting Requests for Payment Arrangement Plans
    • Viewing History of Payment Arrangements
  • Viewing Account Adjustment or Payment Plan Request Outcomes
    • Viewing Outcomes of Account Adjustment Requests
    • Viewing Outcomes of Payment Plan Requests
  • Recording Customer Decisions About Account Adjustments or Payment Plans
    • Recording Customer Decisions About Account Adjustments
    • Recording Customer Decisions About 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
  • Financial Information Checks

14 Fraud Management in Siebel Communications

• 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)
  • Viewing Fraud Alerts
  • Viewing Fraud Alert Details
• 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
  • Disconnecting Service

15 Defining Integration Workflows for Siebel Communications

• Defining Integration Workflows for Siebel Communications
• About Integration Workflows in Siebel Communications
• Terminology for Integration Workflows in Siebel Communications
  • Synchronizing Phone Number Data with an External System
  • Synchronizing External Phone Number Data with Siebel Communications
  • Responding to an External Inquiry for Phone Number Data
• Sample Integration Workflows for Siebel Communications
  • CUT Send Account Data Workflow
  • CUT Get Account Data Workflow
  • CUT Receive Account Data Workflow
  • CUT Send Service Profile Data Workflow
  • CUT Get Service Profile Data Workflow
  • CUT Receive Service Profile Data Workflow
  • CUT Send Sales Order Data Workflow
  • CUT Get Sales Order Data Workflow
  • CUT Receive Sales Order Data Workflow
  • CUT Send Work Order Data Workflow
  • CUT Get Work Order Data Workflow
  • CUT Receive Work Order Data Workflow
  • CUT Send Trouble Ticket Data Workflow
  • CUT Get Trouble Ticket Data Workflow
  • CUT Receive Trouble Ticket Data Workflow
  • CUT Receive Fraud Alert Data Workflow
  • CUT Receive Credit Alert Data Workflow
  • CUT Send Phone Number Data Workflow
  • CUT Get Phone Number Data Workflow
  • CUT Receive Phone Number Data Workflow
• Sample Integration Workflow: CUT Send Account Data
  • CUT Send Account Data Workflow Properties
• Sample Integration Workflow: CUT Get Account Data
• Sample Integration Workflow: CUT Receive Account Data
  • CUT Receive Account Data Workflow Properties

16 Defining Billing Profile Workflows for Siebel Communications

• 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