Supported Functionality

The following diagram depicts processing when customer information is updated in Oracle Utilities Work and Asset Management v1.9.1.x and passed to Oracle Utilities Customer Care and Billing:

When customer information is updated in Oracle Utilities Work and Asset Management v1.9.1.x, Oracle Utilities Work and Asset Management v1.9.1.x initiates an outbound message to Oracle Utilities Customer Care and Billing. This request creates a Customer Contact and To Do records in Oracle Utilities Customer Care and Billing.

Assumptions and Constraints for Customer Update Processing

• Oracle Utilities Work and Asset Management v1.9.1.x is the requester and Oracle Utilities Customer Care and Billing is always the provider.

• Oracle Utilities Work and Asset Management v1.9.1.x must know when the customer data has changed and that this data is linked to an external system.

• Due to a design constraint where Oracle Utilities Work and Asset Management v1.9.1.x sends the request out asynchronously and waits for a response (Asynchronous with Delayed Response pattern), the Customer Update Process will not work properly in a clustered environment in the current integration.

Integration Processes for Customer Updates

This section includes graphical representations of the functionality included for this integration point and describes some of the processing details.

Customer Information Update

The following technical diagram depicts processing when customer information is updated between Oracle Utilities Work and Asset Management v1.9.1.x to Oracle Utilities Customer Care and Billing:

Processing Details

• Oracle Utilities Work and Asset Management v1.9.1.x assembles the request message for Customer Update. This request message is sent to the Oracle Utilities Work and Asset Management v1.9.1.x Requester ABCS (synchronous BPEL process) where the message is transformed and enriched into Customer Interaction for Utilities EBO format.

• The message is routed through a Mediator process, UtilitiesCustomerInteractionEBS to the provider ABCS (Oracle Utilities Customer Care and Billing).

• Once the message is correctly routed to the Oracle Utilities Customer Care and Billing provider ABCS (Asynchronous BPEL process with Delayed Response), the message is transformed from Customer Interaction EBO format to a format that Inbound Web Service (C1CustomerContactMaintenance) requires in Oracle Utilities Customer Care and Billing.

• Oracle Utilities Customer Care and Billing creates the Customer Contact and a To Do entry and sends back a response to the Oracle Utilities Customer Care and Billing Provider ABCS. The Provider ABCS transforms it back to the EBO format and invokes the Mediator process UtilitiesCustomerInteractionResponseEBS that routes the response to the Oracle Utilities Work and Asset Management v1.9.1.x Requester ABCS that receives the response.

• The Requestor ABCS transforms the message from EBO format into a format that Oracle Utilities Work and Asset Management v1.9.1.x understands. Errors are handled in the integration layer.

Note: Correlation sets are used to correlate the instance ID of the outbound Invoke Request from Requester ABCS and the inbound receive on the Requester ABCS.

Updating Customer Contact Information

1. Open a service request that References an External Order ID either online or from the Oracle Utilities Work and Asset Management v1.9.1.x mobile application.

2. Change any updated Customer contact data collected (such as a phone number or mailing address), as needed.

Information is stored in the SA_CREW_WORK_LOG table as changes to the service request prior to sending to Oracle Utilities Customer Care and Billing.

The system initiates an outbound service to Oracle Utilities Customer Care and Billing that creates a Customer Contact and To Do records in Oracle Utilities Customer Care and Billing.