1. System Administrator's Guide
  2. Implementing Security
  3. Logging Customer Service Representative Activity Events

20 Logging Customer Service Representative Activity Events

Learn how to log CSR activity events in your Oracle Communications Billing and Revenue Management (BRM) system.

Topics in this document:

Logging CSR Activity Events

You can log CSR activity events in the BRM database. The log information includes the type of activity, the date and time the CSR performed the activity, and the IP address of the client computer. This data is stored in the /user_activity storable class.

To log CSR activities, session-event logging must be enabled. Session-event logging is enabled by using the CM pin.conf file login_audit entry. See "Turning Off Session-Event Logging" for more information.

If you are using an external customer relationship management (CRM) application to connect to BRM, BRM also logs the external CSR user ID along with the user activity in the /user_activity object. You can use the external CSR ID during auditing to trace any actions performed by the external CSR in BRM. If the external CRM application does not send the external CSR user ID to BRM, BRM logs NULL values in the /user_activity object.

You can log CSR activities only if you have included them in the pin_notify file. For more information on using the pin_notify file for event notifications, see "Merging Event Notification Lists" in BRM Developer's Guide. Use the load_pin_notify utility to load the events specified in the pin_notify file into the BRM database. See "load_pin_notify" in BRM Managing Customers.

Note:

To generate a report displaying the log data, you must write your own query and GUI custom code.

You can log the following CSR activities:

  • Account creation

  • Account hierarchy changes

  • Bill adjustments

  • Bill Now operations

  • Changes to billing day of month

  • Changes to billing frequency

  • Changes to credit card information

  • Creation of charge, discount, monitor, and profile sharing groups

  • Creation of deferred action schedules

  • Credit limit changes

  • Deletion of charge, discount, monitor, and profile sharing groups

  • Disputes

  • Event adjustments

  • Item adjustments

  • Modifications to charge, discount, monitor, and profile sharing groups

  • Payments

  • Password change

  • Charge offer cancellation

  • Charge offer modification

  • Charge offer purchase

  • Refunds

  • Service login name change

  • Settlements

  • Top-ups

  • Write-offs

To customize how to log CSR activity, use the PCM_OP_ACT_POL_LOG_USER_ACTIVITY policy opcode. This opcode enables you to add details for the events that need to be logged. If you add information, you need to add it to the /user_activity storable class by using PIN_FLD_INHERITED_INFO in the input flist.