3 Assigning Collections Personnel Roles
You set up roles in Oracle Communications Billing and Revenue Management (BRM) Collections Manager to control which employees can perform collections actions and view collections details for your customers.
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Assigning Collections Personnel Roles
If you use Collections Center to manage collections activity, you need to assign personnel roles to collections agents and collections managers. You assign collections roles in Collections Configuration. The tasks that collections personnel can perform and the information they can see depend on their role.
Collections Configuration displays a list of all CSR accounts. You select the accounts that should have a collections role.
To customize how agents are assigned, use the PCM_OP_COLLECTIONS_POL_ASSIGN_AGENT and PCM_OP_COLLECTIONS_POL_ASSIGN_DCA opcodes. See BRM Opcode Guide.