Contents

• Title and Copyright Information
• Preface

1 What's New in This Release

• Whats New in Siebel Field Service Integration to Oracle Real-Time Scheduler Implementation Guide, Siebel CRM 20.1 Update
• What’s New in Siebel Field Service Integration to Oracle Real-Time Scheduler Implementation Guide, Siebel CRM 19.10 Update
• What’s New in Siebel Field Service Integration to Oracle Real-Time Scheduler Implementation Guide, Siebel CRM 19.1 Update

2 Overview of Siebel Field Service Integration to Oracle Real-Time Scheduler

• Overview of Siebel Field Service Integration to Oracle Real-Time Scheduler
• Direct Process Integration Overview
• Business Process Task Flow
  • Application Process Flows That This Integration Supports
  • Data Flows That This Integration Supports
• Benefits of Using This Integration
• Design Assumptions for Mastering Data
• Documentation Sources for Configuring Oracle Real-Time Scheduler
  • Oracle Real-Time Scheduler Documentation
  • Oracle Fusion Middleware and Oracle SOA Suite Documentation
  • More Resources

3 Appointment Booking Integration

• Appointment Booking Integration
• Overview of Appointment Booking Integration
• Integration Flows That Book an Appointment
  • Integration Flow That Books or Reschedules an Appointment
    • Explanation of Callouts
    • How This Integration Locks Assignments and Schedules
    • Domain Value Map That Books or Reschedules an Appointment
  • Integration Flow That Confirms an Appointment
    • DVM That Confirms an Appointment
  • Integration Flow That Cancels an Appointment
    • DVM That Cancels an Appointment
  • Integration Flow That Schedules an Appointment According to a Contract
    • DVM That Schedules an Appointment According to a Contract
  • Integration Flow That Updates and Inserts an Appointment
    • DVM That Updates and Inserts an Appointment
    • Output XSD That Updates and Inserts an Appointment
  • Integration Flow That Retrieves Activity Details fromOracle Real-Time Scheduler
    • DVM That Gets Appointment Details
  • Integration Flow That Books an Appointment for a Child Activity
• Web Services That Book an Appointment
  • Outbound Web Service That Books an Appointment
  • Integration Objects That Book an Appointment

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

• How the Connector Synchronizes Activity and Related Data from Oracle Real-Time Scheduler to Siebel CRM
• Overview of How the Connector Synchronizes Activity and Related Data from Oracle Real-Time Scheduler to Siebel CRM
  • DVM That Synchronizes Activity and Related Data from Oracle Real-Time Scheduler to Siebel CRM
• Web Services That Synchronize Activity and Related Data from Oracle Real-Time Scheduler to Siebel CRM
  • Inbound Web Service That Synchronizes Activity and Related Data from Oracle Real-Time Scheduler to Siebel CRM
  • Integration Objects That Synchronize Activity and Related Data from Oracle Real-Time Scheduler to Siebel CRM

5 How 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
• Overview of How the Connector Synchronizes a Status from Siebel CRM to Oracle Real-Time Scheduler
• Integration Flows That Synchronize a Status from Siebel CRM to Oracle Real-Time Scheduler
  • Integration Flow That Synchronizes a Shift, Break, or POU Status from Siebel CRM to Oracle Real-Time Scheduler
    • Integration Flow That Synchronizes a Shift Status from Siebel CRM to Oracle Real-Time Scheduler
  • Integration Flow That Synchronizes a Break Status from Siebel CRM to Oracle Real-Time Scheduler
  • Integration Flow That Synchronizes a POU Status from Siebel CRM to Oracle Real-Time Scheduler
  • WSDL Operation That Synchronizes a Shift, Break, or POU Status from Siebel CRM to Oracle Real-Time Scheduler
• Integration Flow That Synchronizes Activity and Related Data from Siebel CRM to Oracle Real-Time Scheduler
  • DVM That Synchronizes Activity and Related Data from Siebel CRM to Oracle Real-Time Scheduler
  • WSDL Operation That Synchronizes Activity and Related Data from Siebel CRM to Oracle Real-Time Scheduler
• Web Services That Synchronize a Status from Siebel CRM to Oracle Real-Time Scheduler
  • Outbound Web Service That Synchronizes Activity and Related Data from Siebel CRM to Oracle Real-Time Scheduler

6 How the Connector Updates Employee Data in Real Time

• How the Connector Updates Employee Data in Real Time
• Overview of How the Connector Updates Employee Data in Real Time
• Integration Flows That Update Employee Data in Real Time
  • Integration Flow That Updates or Inserts an Employee Record
    • Explanation of Callouts
    • Configurations to Determine Source of Leaves and POUs
    • Explanation of Callouts
    • Explanation of Callouts
    • How Oracle Real-Time Scheduler Determines Whether or Not to Synchronize a Schedule
    • How Oracle Real-Time Scheduler Handles the Time Zone
    • How Oracle Real-Time Scheduler Associates an Employee Record with a Service Area
    • How Oracle Real-Time Scheduler Uniquely Identifies an Employee Record
    • How Oracle Real-Time Scheduler Synchronizes Employee Exceptions
    • How Oracle Real-Time Scheduler Synchronizes Employee Skills
    • DVM That Updates or Inserts an Employee Record
    • WSDL That Updates or Inserts an Employee Record
  • Web Services That Update Employee Data in Real Time
    • Outbound Web Service That Updates Employee Data in Real Time
    • Integration Objects That Update Employee Data in Real Time

7 How the Connector Retrieves Geocodes

• How the Connector Retrieves Geocodes
• Overview of How the Connector Retrieves Geocodes
• Integration Flows That Retrieve Geocodes
  • Integration Flow That Retrieves a Geocode for a Single Address in Real-Time
    • Explanation of Callouts
    • WSDL That Retrieves a Geocode for a Single Address in Real-Time
    • How Siebel CRM Makes Sure Addresses Are Compatible
  • Integration Flow That Retrieves Geocodes for Multiple Addresses
    • Explanation of Callouts
    • WSDL That Retrieves Geocodes for Multiple Addresses
• Web Services That Retrieve Geocodes for a Single Address
  • Outbound Web Services That Retrieve Geocodes for a Single Address
  • Integration Objects That Retrieve Geocodes for a Single Address

8 How the Connector Performs a Service Region Data Transfer

• How the Connector Performs a Service Region Data Transfer
• Overview of How the Connector Performs a Service Region Data Transfer
• Integration Flow That Performs a Service Region Data Transfer
  • Explanation of Callouts
  • How Siebel Field Service Integration to Oracle Real-Time Scheduler Avoids Network Overhead
  • DVM That Performs a Service Region Data Transfer
  • Composite This Integration Uses During a Service Region Data Transfer
• Web Services That Perform a Service Region Data Transfer
  • Outbound Web Service That Performs a Service Region Data Transfer
  • Integration Objects That Perform a Service Region Data Transfer

9 How the Connector Performs a Service Region Rollback

• How the Connector Performs a Service Region Rollback
• Overview of How the Connector Performs a Service Region Rollback
• Integration Flow That Performs a Service Region Rollback
  • Explanation of Callouts
• Web Services That Perform a Service Region Rollback
  • Outbound Web Service That Performs a Service Region Rollback
  • Integration Object That Performs a Service Region Rollback

10 Extending the Connector

• Extending the Connector
• Overview of Extending the Connector
  • Explanation of Callouts
• Process of Extending the Connector
  • Creating Siebel CRM Objects
  • Incorporating Your Extensions in Oracle Fusion Middleware
    • Using Hook Point 1 and Hook Point 3
• Other Examples of Extending the Connector
  • Transforming Fields
• Reference Information for Extending the Connector
  • Predefined Hook Points You Can Use in Integration Flows
    • Hook Points That Book an Appointment
    • Hook Points That Retrieve Activity Details from Oracle Real-Time Scheduler
    • Hook Points That Synchronize a Shift, Break, or POU Status
    • Hook Points That Update Employee Data
    • Hook Points That Perform a Service Region Data Transfer
  • Hook Point Operations That This Integration Calls
  • Parameters You Must Set in the Parameter Definition File

11 Installing SOA Composites and Configuring This Integration

• Installing SOA Composites and Configuring This Integration
• Process of Installing SOA Composites for This Integration
  • Preparing to Install SOA Composites
  • Configuring Data Sources on the Oracle WebLogic Server
  • Configuring the Database Adapter on the Oracle WebLogic Server
  • Configuring the BPEL Timeout Setting on the Oracle WebLogic Server
  • Adding User Credentials to the Credential Store
    • Administering a Credential Key
    • Deleting Policies from WSM Policies
    • Granting Credential Map in System Policies
  • Compiling and Deploying Oracle Fusion Middleware Artifacts
    • Ant Commands You Can Use to Compile and Deploy Composites
    • Oracle Fusion Middleware Projects
    • Projects That the Installation Scripts Deploy
  • Configuring Domain Value Maps
    • 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 a Time Zone from Oracle Real-Time Scheduler To Siebel CRM
    • Mapping Schedule Weekdays from Siebel CRM to Oracle Real-Time Scheduler
    • Mapping Language Code of Siebel CRM to Oracle Real-Time Scheduler
    • Mapping End Point URLs for all Oracle Real-Time Scheduler and Siebel Web Services
    • Mapping Country 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
    • DVMs You Can Edit
  • Importing ORS Certificate and Siebel Certificate into Oracle WebLogic Server
    • Keystore update in EnterpriseManager
    • KeyStore import into DemoTrust Java KeyStore
  • Updating ORS2.3 HTTP Username and Password to ORS Webservices in EnterpriseManager

12 Integration Services

• Integration Services
• WSDL Files That Are Used for the Integration Services

13 Mapping Definitions

• Mapping Definitions
• Mapping Definitions That Manage an Appointment
  • Mapping Definitions That Book, Confirm, Insert, or Reschedule an Appointment
  • Mapping Definitions That Synchronize a Status
  • Mapping Definitions That Synchronize an Activity
  • Mapping Definitions That Synchronize a Shift, Break, or POU
• Mapping Definitions That Update Data in Real Time
  • Mapping Definitions That Update Employee Data in Real Time
  • Mapping Definitions That Update Schedule Data in Real Time
  • Mapping Definitions That Update Exception Data in Real Time
• Mapping Definitions That Retrieve Geocodes for Single Addresses and Multiple Addresses