1. Field Service Integration to Oracle Real-Time Scheduler Implementation Guide
  2. Overview of 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

During a search to find the best solution to minimize costs, Oracle Real-Time Scheduler continually changes certain activity parameters. Oracle Real-Time Scheduler performs these changes on the following items:

  • Status column

  • Time fields

  • Owner Id field

Siebel Field Service Integration to Oracle Real-Time Scheduler does the following:

  • If the activity status is set to Dispatched or Inactive (Cancelled Activity by Scheduler) in Oracle Real-Time Scheduler, then this integration synchronizes activity details to Siebel CRM. When this integration synchronizes the Cancelled Activity By Scheduler, the Activity Status in Siebel CRM will be updated to Cancelled and the Status Reason from Oracle Real-Time Scheduler is mapped to the Error Description field in Siebel CRM to distinguish the Activity being Cancelled by Scheduler compared to the Activity being Cancelled by a customer service representative directly in Siebel CRM.

  • If a shift is created, updated, or deleted in Oracle Real-Time Scheduler, then this integration sends shift data to Siebel CRM.

  • If a break is dispatched in Oracle Real-Time Scheduler, then this integration sends break data to Siebel CRM.

  • If a POU is dispatched in Oracle Real-Time Scheduler, then this integration sends POU data to Siebel CRM.

This integration performs this work without physical intervention from a CSR (customer service representative).

When an Activity is dispatched or a Shift, Break, or POU is created or updated, Oracle Real-time Scheduler invokes a Web Service to pass the relevant data to the integration component. The data is sent to Siebel CRM from the integration component by invoking Web Services.

The following image shows the integration flow to synchronize the status for a shift, break, POU, or activity from Oracle Real-Time Scheduler to Siebel CRM.

Integration flow to synchronize the status for a shift, break, POU, or activity from ORS to Siebel CRM. This image is described in the surrounding text.
The following image shows the integration flow to synchronize the status for an activity from Oracle Real-Time Scheduler to Siebel CRM. The key steps involved are as follows:

  • Input is received from the ORS application.

  • The activity data is transformed into Siebel Web Service input.

  • The Siebel Web Service Partner Link for the activity update synchronizes the changes with the Siebel application.

Integration flow to synchronize the status for an activity from ORS to Siebel CRM. This image is described in the surrounding text.