1 Overview of the Oracle Communications Order to Cash Integration Pack

About the Test Orchestration Process

If you have deployed the BRM and Siebel CRM pre-built integration options and use your own order management system, you can optionally install the test orchestration process to sanity test the ready-to-use order flow. You must replace the test orchestration process with your order management system.

See the discussion of replacing the test order orchestration with your order management system in Oracle Application Integration Architecture Installation and Upgrade Guide for Pre-Built Integrations for more information.

Pricing Center and Pricing Design Center Terminology

You can use either the Pricing Center or Pricing Design Center (PDC) component of BRM to create the products and discounts that Oracle AIA synchronizes to Siebel CRM with the Order to Cash integration.

Because Pricing Center and PDC are components of BRM, the diagrams and flow descriptions in this guide use BRM to stand in for Pricing Center and PDC.

The PDC term for a component sometimes differs from the Pricing Center term for the same component. This guide uses the Pricing Center term unless otherwise specified. Table 1-2 lists the differences relevant to this guide.

For more information about PDC, including further terminology differences between PDC and Pricing Center, see Oracle Communications Pricing Design Center User's Guide.

Design Time

TruGreen models the free calls, discount, and pool of free minutes using BRM discounts, Siebel CRM special rating products, and Siebel CRM promotion groups. At design time, the TruGreen product administrator does the following:

1. Creates the 25% discount and the free minutes as discount products in BRM and synchronizes them to Siebel CRM through Oracle AIA.

2. Creates a special rating product in Siebel CRM to support free calls within a site.

3. Creates promotion group membership products in Siebel CRM for promotion group owners and members.

4. Creates a promotion group definition in Siebel CRM with the discount products and special rating product as rewards and the group membership products a owner and members

Order Time

Century Systems signs a contract with TruGreen to set up a network that includes each of Century Systems' three sites. To provide VoIP and wireless services for employees, Century Systems subscribes to TruGreen's Corporate Optima offer.

A TruGreen sales representative does the following:

1. Sets up the network with a network order in Siebel CRM. The order includes line items for:

   • The network

   • A network node for each Century Systems office

   • Network connections for each node

   • A subscription to the Corporate Optima offer for each node

2. Creates a bulk request in Siebel CRM that includes:

   • 100 accounts for each site

   • VoIP and wireless services for each account

   • The promotion group with the corporate-level wireless service as the owner and the employee-level wireless services as members

   • Three special rating lists, one for each of Century System's sites, associated with the promotion group's special rating reward product

The bulk request results in a large order with more than 1000 order lines.

Siebel CRM sends the large order to OSM through Oracle AIA. To process the large order efficiently, Oracle AIA splits the order into small segments, transforms it into a format that OSM understands, and then recombines the segments and sense the order to OSM.

OSM manages fulfillment of the order, including sending billing information to BRM through Oracle AIA. To support the promotion group, Oracle AIA automatically creates three sharing groups in BRM; one for the 25% discount product, one for the 20,000 free minutes discount product, and one for the special rating profile product. For each sharing group, the corporate account's wireless service is the owner and the employee accounts' wireless services are members.

After the order is fulfilled, the TruGreen representative uses Siebel CRM to update the London, Paris, and San Francisco special rating lists with the phone numbers for each respective Century Systems site. The employees can make calls that take advantage of the discounts provided by the promotion group on the Corporate Optima offer.

More Information About Large Orders and Promotion Groups

See the following sections for more information about large orders and promotion groups:

• See "Supporting Large Orders" for information about how Oracle AIA supports large orders.

• See "About the Submitting Orders from Siebel CRM to OSM Integration Flow" for information about the integration flow that handles large orders.

• See "Supporting Promotion Groups on Orders" for information about including promotion groups on sales orders.

• See "Synchronizing Promotion Groups" for information about how Oracle AIA uses Siebel CRM promotion groups to create sharing groups in BRM.

• See "Configuring the Process Integration for Order Lifecycle Management" for information about configuration properties and cross references for large orders and promotion groups.

Design Time

TruGreen models the primary, secondary, and add-on wireless lines using Siebel CRM service bundles that include products synchronized from BRM, and the shared data using a BRM discount. The service bundles and discount are included in bundled product promotions.

At design time, the TruGreen product administrator does the following:

1. Creates the components of wireless lines, including voice, data, and text service, as products in BRM and synchronizes them to Siebel CRM.

2. Creates the shared data as a discount in BRM and synchronizes it to Siebel CRM.

3. In Siebel CRM, using the wireless line component products synchronized from BRM, creates a service bundle to represent the primary line, a service bundle to represent the secondary line, and a service bundle to represent the add-on lines.

4. Creates a new Community Member attribute to indicate that a service bundle is a member of the family share plan.

5. Creates a new Community Offer attribute to indicate that a discount is a shared reward in a family share plan

6. Associates the attributes with the product classes of the service bundles representing wireless lines and the discount representing the shared data.

7. Creates a product promotion that includes the primary, secondary, and add-on wireless lines, and the shared data discount.

8. Sets the Community Member attribute on the wireless line service bundles to indicate that they are members in a family share plan.

9. Sets the Community Offer attribute on the shared data discount to indicate that it is a reward in a family share plan.

Order Time

A new customer, Denise, signs up for TruGreen's Family Wireless offer, and wants to purchase two new phones at the same time.

A TruGreen customer service representative (CSR) does the following:

1. Creates accounts for Denise and her two daughters, Michelle and Jessica, setting the parent on the daughters' accounts to Denise's account.

2. Creates an order for the Family Wireless offer. Denise wants to pay for all three wireless lines using a different billing profile for herself and each daughter.

3. Records two new credit card payments for the phones on the order, one using the billing profile for Michelle's service, and one using the billing profile for Jessica's service.

4. Submits the order.

Siebel CRM sends the order to OSM through Oracle AIA. OSM manages fulfillment of the order, including sending billing and payment information to BRM through Oracle AIA. Oracle AIA records the payments received on the order in BRM.

Because the Community attributes are set on the order lines, Oracle AIA creates a sharing group in BRM. The shared data is the reward, Denise's wireless service is the owner, and Michelle and Jessica's wireless services are members.

After the order is fulfilled and they receive their new phones, Denise, Michelle, and Jessica can all use their wireless lines and the shared data.

More Information About Family Share Plans and Payments on Orders

See the following sections for more information about family share plans and payments made at order time:

• See "About Family Share Plans" for information about setting up family share plans at design time.

• See "Supporting Family Share Plans on Orders" for more information about placing orders that include family share plans.

• See "Synchronizing Family Share Plans" for information about how Oracle AIA synchronizes order lines that represent family share plans to BRM as sharing groups.

• See "About Accepting Payments on Orders" for more information about accepting payments at order time.

Design Time

At design time, the TruGreen administrator does the following:

1. In BRM, creates the components of VoIP and wireless lines as products and synchronizes them to Siebel CRM.

2. In Siebel CRM, using the VoIP and wireless line component products synchronized from BRM, creates service bundles to represent the lines.

3. In the AIA configuration properties file, sets the value of the Oracle AIA corporate hierarchy system property to BUSINESS.

Order Time

To support the corporate account hierarchy, the TruGreen administrator does the following:

1. Creates a hierarchy of accounts for Century Systems in Siebel CRM, including a main account for the entire corporation, and billing and service accounts for all departments and employees.

2. Submits orders for the various employees. While processing orders and synchronizing accounts to BRM, Oracle AIA also synchronizes the corporate account hierarchy.

Andrew, a new employee in the sales department, decides to sign up for the VoIP and wireless services. Century Systems will pay for Andrew's VoIP service and Andrew will pay for his wireless service.

To add Andrew to the corporate hierarchy and split the bills, a TruGreen CSR does the following:

1. Creates an account for Andrew with the account type of BUSINESS and sets the parent for Andrew's account to the account for the sales department.

2. From the main Century Systems account, submits an order for the VoIP and wireless services. The CSR uses the following accounts:

   • Andrew's account as the service account for both services

   • Andrew's account as the billing account for the wireless service

   • The sales department's account as the billing account for the VoIP service

When the CSR submits the order, Siebel CRM sends the order to OSM through Oracle AIA. OSM manages fulfillment of the order, including sending billing information to BRM through Oracle AIA.

Because the account types on the order match the value of the Oracle AIA corporate hierarchy system property, Oracle AIA gets the entire linear hierarchy for Andrew's account from Siebel CRM and uses this hierarchy to do the following:

• Create a hierarchical account group for Andrew's account in BRM. This group includes the sales department as the parent.

• Update the existing hierarchical account group for the sales department in BRM. This group includes Andrew as a child.

To let the sales department pay for Andrew's VoIP service, Oracle AIA creates a billing hierarchy for Andrew's account in BRM. The hierarchy associates the VoIP service with the sales department's account and billing profile and the wireless service with Andre's account and billing profile. When BRM generates the bills for Andrew's account, it uses the billing hierarchy to assign the bill for the VoIP service to the sales department and the bill for the wireless service to Andrew.

More Information About Corporate Hierarchies and Split Billing

See the following sections for more information about corporate account hierarchies and split billing:

• See "About Corporate Account Hierarchies" for information about corporate account hierarchies, including conceptual information, how to enable and disable the synchronization of corporate account hierarchies, how to create corporate account hierarchies in Siebel CRM, and how Oracle AIA synchronizes them to BRM as hierarchical account groups.

• See "Supporting Corporate Account Hierarchies on Orders" for information about placing orders to support corporate account hierarchies.

• See Table 26-9, "ProcessAccountHierarchyListSiebelCommsProvABCSImpl Properties" for information about the Oracle AIA configuration property for enabling the synchronization of corporate account hierarchies.

• See "About Account and Billing Hierarchies" for conceptual information about billing hierarchies.

• See "Supporting Split Billing on Orders" for information about placing orders to support split billing.

• See "Supporting Split Billing" for information about how Oracle AIA creates billing hierarchies in BRM.

Design Time

At design time, a TruGreen administrator does the following:

1. In BRM, creates the components of the broadband and the wireless line as products and synchronizes them to Siebel CRM.

2. In Siebel CRM, using the broadband and wireless line component products synchronized from BRM, creates service bundles to represent the broadband and wireless services.

3. In the AIA configuration properties file, sets the value of the Oracle AIA legal group system property to TRUE.

Order Time

To split the bills, a TruGreen CSR places two orders: one for the broadband service, and one for the wireless service. The CSR uses Lisa's account as the billing account for the broadband service and Helen's account as the billing account for the wireless service. To make Lisa the legal owner of the services, the CSR uses Lisa's account as the owner account for both services.

Table 1-7 shows the accounts that the CSR uses for each service on the order.

The CSR submits both orders and Siebel CRM sends them to OSM through Oracle AIA. OSM manages fulfillment of the order, including sending billing information to BRM through Oracle AIA.

On the first order, to let Lisa pay for Helen's broadband service, Oracle AIA creates a billing hierarchy for Helen's account in BRM. The hierarchy associates the broadband service with Lisa's account and billing profile.

On the second order, to let Helen pay for her own wireless service, Oracle AIA updates the billing hierarchy in Helen's account. The hierarchy associates the wireless service with Helen's account and billing profile. When BRM generates the bills for Helen's account, it uses the billing hierarchy to assign the bill for the broadband service to Lisa and the bill for the wireless service to Helen.

To support legal ownership, Oracle AIA creates a collections sharing group in BRM that uses Lisa's /billinfo as the parent and Helen's /billinfo as the child. If Helen fails to pay the bill for her wireless service, BRM uses the data from the collections sharing group to take collections actions against Lisa rather than her daughter.

When Helen reaches the age of majority, the CSR can submit a change order to change the owner account of Helen's wireless service. Oracle AIA removes Helen's /billinfo from the Lisa's collections sharing group in BRM.

More Information About Legal Owners and Split Billing

See the following sections for more information about legal owners and split billing:

• See "About Legal Hierarchies" for conceptual information about legal owners in legal hierarchies.

• See "Supporting Legal Owners on Orders" for information about placing orders to support legal owners.

• See Table 26-4, "Customer Management System-level Properties" for information about the Oracle AIA configuration property for enabling legal owners.

• See "About Account and Billing Hierarchies" for conceptual information about billing hierarchies.

• See "Supporting Split Billing on Orders" for information about placing orders to support split billing.

• See "Supporting Split Billing" for information about how Oracle AIA creates billing hierarchies in BRM.

• See "Synchronizing Promotion Groups" for information about how Oracle AIA uses Siebel CRM promotion groups to create sharing groups in BRM.