Trouble Call Process

This section provides mapping details for the following:

Refer to the Trouble Call Entry Process description for processing details on this integration point.

Trouble Call Entry Process Mapping

Oracle Utilities Network Management System Field	Oracle Utilities Customer Care and Billing Message Element	Notes
Call Source ID call_source_ID		• Integration will get the default value from the configuration properties file and map it to the NMS Call Source ID. • Trouble calls can be created from different external systems like CCB, IVR or web call entry. Each external system sending trouble calls to NMS will have a unique call_source_ID. This determines where the trouble call originated and makes sure the external ID passed to NMS is unique. • NMS prefixes this value to the external ID to make it unique.
Service Point ID service_point_ID	spId
External ID external_ID	outageCallId	CCB passes the Outage Call ID.
Account Number account_number	accounted	This is the customer’s account ID
Trouble Code trouble_code	outageCodes	• Trouble code mapping setup between CCB and NMS must be the same. • In NMS the total length of the string is the total number of distinct groups in the SRS_TROUBLE_CODES table. • In CCB, it is the Number of Outage Code Characteristic.
Call Time call_time	callDateTime
CallbackFlag callback_flag	callbackRequested	In NMS, the possible values include: '0' - callback not requested '1' - callback requested Defaults to '1' if no value are supplied. If Y or N are passed to NMS, it will be translated to: 'Y' is translated to '1'. 'N' is translated to '0' Use DVM OUCCB_OUNMS_CallBackIndicator to translate CCB value to NMS value.
Callback Before Time callback_before_time	callbackDateTime
Alternate Phone Number alt_phone	callbackNumber	When the integration populates this field, it should strip off all delimiters and only pass the numeric values.
Customer Phone phone	contactNumber	• If trouble call is related to an SP, CCB pass customer phone. • If fuzzy call, CCB pass the caller's phone. • When the integration populates this field, it should strip off all delimiters and only pass the numeric values.
Customer Name first_name	contactName	• If trouble call is related to an SP, the integration maps it to the main person on the account. • If fuzzy call, the integration maps it to the caller's name.
Address Street addr_street	address1 or location1	• If trouble call is related to an SP, the integration maps it to the customer's premise address1. • If fuzzy call, the integration maps it to location1 (It must contain a street name or free format location description).
Address Street 2 addr_cross_street	location2	• If fuzzy call, check locationType value. • If Street Intersection, populate with location2 (It must contain a cross street).
Address Building addr_building	blockNumber	• If fuzzy call, check locationType value. • If Street Segment, populate with blockNumber (it must contain a number).
Address City State addr_city_state	city state or locationCity locationState	• If trouble call is related to an SP, CCB pass the premise city and state. Concatenation of City, State. • If fuzzy call, CCB pass the location city and location state. Concatenation of Location City, Location State. • The delimiter provided by the integration is always comma (,). If city or state is blank, no delimiter (,) is needed.
Call ID call_ID	callIdentifier	• This is the call identifier's external reference ID (i.e. 911 Reference Number).
Call Taker call_taker	userFirstName userLastName	• The name of the user who created the outage call also known as trouble call. • Integration will concatenate First name <space> Last Name.
Call Comment call_comment	Comments
Meet Type meet_type	meetType	• In NMS, 1 if new appointment is set and '0' - default value for all other type jobs. • Valid Values: • 0 - for non-meet calls • 1 - create new meet • 2 - reschedule existing meet • 3- cancel existing meet • CCB gets the value from FA Char. • use DVM OUCCB_OUNMS_MeetType to translate CCB value to NMS value.
Meet Time meet_time	meetDateTime	CCB will populate meetDateTime only if meet type = 1.
Call Cancel Flag cancel_flag	Y or null (base on Status)	• If Status is Canceled, the integration populate this field with Y, otherwise it is null. • use DVM OUCCB_OUNMS_CallCancelIndicator to translate CCB value to NMS value.
Update Existing Record Flag update_flag	outageCallAction	• The possible values in NMS are: 0 - insert new call 1 - update existing call • Use DVM OUCC_OUNMS_NewCallIndicator to translate CCB value to NMS value.
Device ID device_ID	transformerId	May be null if trouble call is not related to a specific SP. In CCB from SP Geo Code for Device.

For Fuzzy Calls: If Location is a street intersection, the mapping of the location from CCB to NMS will be p_customer_address = location1 (street name) and addr_cross_street (cross street). If Location is a street segment, the mapping of the location from CCB to NMS will be p_customer_address = location1 (street name) and addr_building (block number, this must only be a numeric value).

If Location is other (free format description), the mapping of the location from CCB to NMS will be customer address = location1 (location description).

All DateTime coming from CCB will be converted to the ISO8601 format which is YYYY-MM-DDHH:MM:SS.

Trouble Call Request Message Mapping

Oracle Utilities Customer Care and Billing Trouble Call Request Message			Oracle Utilities Network Management System Trouble Call Stored Procedure Input
Element Name	Parent Element	Type	Element Name	DVM Mapping
requestMessage		Outermost Tag
outageCallId	requestMessage	Field	external_ID
spId	requestMessage	Field	service_point_ID
premiseId	requestMessage	Field
accounted	requestMessage	Field	account_ID
contactName	requestMessage	Field	first _name
contactNumber	requestMessage	Field	Phone
callIdentifier	requestMessage	Field	call_ID
callDateTime	requestMessage	Field	call_time
OutageCallAction	requestMessage	Field	update_flag	OUCC_OUNMS_NewCallIndicator
Status	requestMessage	Field	cancel_flag	OUCCB_OUNMS_CallCancelIndicator
faComments	requestMessage	Field	call_comment
userId	requestMessage	Field
userFirstName	requestMessage	Field	call_taker
userLastName	requestMessage	Field	call_taker
country	requestMessage	Field
addressLine1	requestMessage	Field	addr_street
addressLine2	requestMessage	Field
addressLine3	requestMessage	Field
addressLine4	requestMessage	Field
houseType	requestMessage	Field
number1	requestMessage	Field
number2	requestMessage	Field
inCityLimit	requestMessage	Field
city	requestMessage	Field	city_state
geographic	requestMessage	Field
county	requestMessage	Field
state	requestMessage	Field	city_state
postal	requestMessage	Field
locationType	requestMessage	Field
blockNumber	requestMessage	Field	addr_building
location1	requestMessage	Field	addr_street
location2	requestMessage	Field	addr_cross_street
locationCity	requestMessage	Field	addr_city_state
locationState	requestMessage	Field	addr_city_state
meetDateTime	requestMessage	Field	meet_time
meetType	requestMessage	Field	meet_type	OUCCB_OUNMS_MeetType
outageCodes	requestMessage	Field	trouble_code
transformerId	requestMessage	Field	device_ID
callbackRequested	requestMessage	Field	callback_flag	OUCCB_OUNMS_CallBackIndicator
callbackDateTime	requestMessage	Field	callback_before_time
callbackNumber	requestMessage	Field	alt_phone
customElements	requestMessage