Software Configuration
This section is intended to help the user configure the Generic IVR Adapter that was installed on the previous section. This includes the default configuration used, and the modifications to the base configurations that need to be done in order to customize the adapter's behavior. The adapter needs to be restarted for configuration changes to take effect.
Overview
This section will discuss how to map pieces of trouble call information sent by the external application to specific database fields within Oracle Utilities Network Management System via the Trouble Call Mapping Properties Configuration file. Moreover, this section will discuss various SRS rules that could be used for the Generic IVR Adapter.
Trouble Call Mapping Configuration
The fields of the Generic IVR Adapter's TROUBLE_CALLS table could be mapped with the fields of Oracle Utilities Network Management System' INCIDENTS and JOBS table. This is done through column matching of TROUBLE_CALLS fields with JMS Input String (JMS.h), which is the standard product column and user-defined configuration through SRS_RULES.
For more information about the Generic IVR Adapter's TROUBLE_CALLS table, see “TROUBLE_CALLS Table Schema”.
Mapping to the Base Fields in Oracle Utilities Network Management System Tables
The following table explains how the base fields of the INCIDENTS and the JOBS tables of Oracle Utilities Network Management System are mapped with the fields of the TROUBLE_CALLS table of the Generic IVR Adapter.
Below is a description of each column.
• The JMS Input String (first column) is the standard product column found in JMS.h, which is used to create calls with the JMS::sendJMSinput() API, within the Oracle Utilities Network Management System.
• The 'Description' column (second column) describes the content of the field.
• The 'Mapping to Oracle Utilities Network Management System Tables' column (third column) identifies to what fields of the INCIDENTS table or the JOBS table a given JMS Input String is tied up to. In this column, INC.<database field name> indicates that the field name is part of the INCIDENTS table; JOBS.<database field name> indicates that the field name is part of the JOBS table.
• The 'Mapping to TROUBLE_CALLS table' column (fourth column) identifies the TROUBLE_CALLS table column the JMS Input String is currently mapped to.
JMS Input String
Description
Mapping to System Tables
Mapping to TROUBLE_CALLS table
ADDR_BUILDING
Customer building address. The building number portion of the street address of the customer.
INC.ADDR_BUILDING
ADDR_BUILDING
ADDR_CITY
Customer city. The city or city/state portion of the address of the customer.
INC.ADDR_CITY
ADDR_CITY
ADDR_CROSS_
STREET
Intersection cross street name. Name of the second cross street should be in ADDR_STREET field.
INC.ADDR_CROSS_STREET
ADDR_CROSS_
STREET
ADDR_STREET
Customer street address. The full street address of the customer.
INC.ADDRESS
JOBS.ADDR_STREET
ADDR_STREET
ALTERNATE_PHONE
Alternative contact number. Alternate phone number for contacting the customer.
INC.ALTERNATE_PHONE
ALTERNATE_PHONE
APPT_RANGE
Appointment Range.
INC.APPT_RANGE
APPT_RANGE
APPT_TIME
Time of appointment.
INC.APPT_TIME
APPT_TIME
APPT_TYPE
Type of appointment.
INC.APPT_TYPE
APPT_TYPE
CALL_TIME
Input time of call. The input time of the incident. If not provided, the current time will be used.
INC.INPUT_TIME
CALL_TIME
CALL_TYPE
Type of call.
INC.TYPE
CALL_TYPE
CALLBACK_LATE
Callback late indicator. Indicates that it is OK to call back the customer beyond a defined 'late' time. This information is only stored in Oracle Utilities Network Management System. No other action is taken by Oracle Utilities Network Management System.
INC.CALLBACK_LATE
CALLBACK_LATE
CALLBACK_REQUEST
Indicates either a callback is requested or not.
INC.CALLBACK_REQUEST
CALLBACK_REQUEST
CALLBACK_TIME
Time callback requested. Time for which callback or a follow-up call was requested.
INC.CALLBACK_TIME
CALLBACK_TIME
CHECK_CUTOFF
Check cutoff customer indicator. If set to Y, check if the customer is disconnected, using the CES_DISCONNECTS table. If the customer is disconnected, the call will not be saved, an error will be returned and the VERIFY_DISCONNECTS table will be populated.
CHECK_CUTOFF
CID_ALIAS
Not used.
 
CID_ALIAS
CLUE
Indicates if call is clue if set to Y.
INC.CLUE
CLUE
COMBINE_PRI
Total priority of call.
 
COMBINE_PRI
COMMENT
Call-taker Comments. Comments provided by the customer or call-taker about the incident.
INC.OP_COMMENT
CALL_COMMENT
CUST_CALL_CANCEL
Call cancel indicator.
Valid values:
• Y - cancel call by external id
• A - cancel calls by customer id
• empty string - do not cancel call
INC.CALL_CANCEL
CUST_CALL_CANCEL
CUST_CRITICAL
Critical customer indicator. This is added to the critical C count of the outage.
INC.CRITICAL_CUST
CUST_CRITICAL
CUST_DEVICE_ALIAS
The name of the device to which the customer is connected. This must be the alias of the device handle provided with CUST_DEVICE_CLS and CUST_DEVICE_IDX. If not provided, the service will query ODService to get this information, incurring a performance penalty in call processing.
INC.OBJECT
CUST_DEVICE_ALIAS
CUST_DEVICE_CLS
Customer device class. The class part of the handle for the device to which the customer is connected. If CUST_ID is provided, but the device is not, JMService will look up the customer device in the CES_CUSTOMERS table. If the provided device is a supply node, it will be put in SUPPLY_CLS & SUPPLY_IDX and the first stage device will be put in H_CLS & H_IDX.
INC.H_CLS
CUST_DEVICE_CLS
CUST_DEVICE_IDX
Customer device index. The index part of the handle for the device to which the customer is connected. See CUST_DEVICE_CLS above.
INC.H_IDX
CUST_DEVICE_IDX
CUST_DEVICE_NCG
NCG of customer device.
INC.NCG
CUST_DEVICE_NCG
CUST_DEVICE_
PARTITION
Partition of customer device.
INC.PARTITION
CUST_DEVICE_PARTITION
CUST_FIRST_NAME
Customer first name. The first name of the customer. If CUST_FIRST_NAME and CUST_LAST_NAME are both provided, they will be appended together with a space. The concatenated customer first and last name (with a space in the middle) may not be larger than 75 characters. This may be used for the full name of the customer if CUST_LAST_NAME is omitted.
INC.CUSTOMER_NAME
JOBS.CUSTOMER_NAME
CUST_FIRST_NAME
CUST_ID
Unique identifier of a customer record in NMS. See CUST_DEVICE_CLS above.
INC.CID
CUST_ID
CUST_INTERSECT_
CLS
Intersecting device class.
 
CUST_INTERSECT_
CLS
CUST_INTERSECT_
IDX
Intersecting device index.
 
CUST_INTERSECT_
IDX
CUST_INTERSECT_
NCG
Intersecting NCG.
 
CUST_INTERSECT_
NCG
CUST_INTR_X
Intersecting X coordinate. X coordinate used for intersection grouping. See streetXsectionOffset SRS Rule for more information.
CUST_INTR_X
CUST_INTR_Y
Intersecting Y coordinate. Y coordinate used for intersection grouping. See streetXsectionOffset SRS Rule for more information.
CUST_INTR_Y
CUST_KEY
Customer account number.
INC.ACCOUNT_NUM
CUST_KEY
CUST_LAST_NAME
The last name of the customer. See CUST_FIRST_NAME above.
INC.CUSTOMER_NAME
JOBS.CUSTOMER_NAME
CUST_LAST_NAME
CUST_LIFE_SUPPORT
Life support customer. If set to 'Y', indicates a life support customer. This is added to the critical K count of the outage.
INC.LIFE_SUPPORT
CUST_LIFE_SUPPORT
CUST_ORDER_NUM
Customer order number. Not used in the Oracle Utilities Network Management System.
INC.ORDER_NUMBER
CUST_ORDER_NUM
CUST_PHONE
Customer phone number. The non-area code portion of the customer phone number. If both CUST_PHONE and CUST_PHONE_AREA are provided, they will be appended according to the customerPhoneParentheses SRS rule. The concatenated customer phone number and area (including parentheses) may not be larger than 32 characters. This field may be used for the full customer phone number if CUST_PHONE_AREA is omitted. See customerPhoneParentheses SRS Rule for more information.
INC.CUSTOMER_PHONE
JOBS.CUSTOMER_PHONE
CUST_PHONE
CUST_PHONE_AREA
Customer phone area code. The area code portion of the customer phone number. See CUST_PHONE above.
INC.CUSTOMER_PHONE
JOBS.CUSTOMER_PHONE
CUST_PHOHE_AREA
CUST_PHONE_
UPDATE
Whether to update customer phone. If set to Y, the customer phone number will be updated in the CUSTOMER_PHONE_OVERRIDE table.
CUST_PHONE_
UPDATE
CUST_PRIORITY
Customer priority. This string is used to determine the critical customer type and priority of the customer.
INC.CUSTOMER_TYPE
CUST_PRIORITY
CUST_STATUS
Condition status of call.
 
CUST_STATUS
CUST_TROUBLE_
CODE
Customer complaint. The customer complaint (trouble code). This is a required field and must correspond with values in the SRS_TROUBLE_CODES table.
INC.COMPLAINT
CUST_TROUBLE_
CODE
CUST_TROUBLE_
QUEUE
Customer trouble queue.
INC.TROUBLE_QUEUE
JOBS.TROUBLE_QUEUE
CUST_TROUBLE_
QUEUE
DRV_INST
Driving instructions.
INC.DRV_INSTR1
DRV_INST
EXTERNAL_ID
Unique call identifier. The unique identifier for the incident.
INC.EXTERNAL_ID
JOBS.EXTERNAL_ID
EXTERNAL_ID
FUZZY_NCG_CLS
Fuzzy control zone class.
 
FUZZY_NCG_CLS
FUZZY_NCG_IDX
Fuzzy control zone index.
 
FUZZY_NCG_IDX
GENERAL_AREA
General Area. Not Used in the Oracle Utilities Network Management System.
INC.GENERAL_AREA
GENERAL_AREA
GROUP_BY_NAME
Fuzzy control zone name.
 
GROUP_BY_NAME
GROUPABLE
If set to Y, the call is groupable.
INC.GROUPABLE
GROUPABLE
MEET_TIME
Time of customer meet. If provided, meet created will be a future meet for the given time. Otherwise, if a meet is created it will be a critical meet. MEET_TYPE must be provided to create a meet.
INC.MEET_TIME
MEET_TIME
MEET_TYPE
Customer meet type. If set to 1, a new meet will be created. If set to 2, an existing meet will be rescheduled. If set to 3, an existing meet will be canceled. If any other value is provided, no meet will be created. May be used in conjunction with MEET_TIME.
INC.MEET_CODE
MEET_TYPE
METER_ID
Customer meter number.
INC.METER_ID
METER_ID
POWER_UP
Power-up call. Used for power-up messages from CellNet. Used for AMR.
POWER_UP
RELATED_EVT_APP
Related event application.
 
RELATED_EVT_APP
RELATED_EVT_CLS
Related event class.
INC. RELATED_CLS
RELATED_EVT_CLS
RELATED_EVT_IDX
Related event index.
INC. RELATED_IDX
RELATED_EVT_IDX
REPORTED_ERT
Est rest time reported to caller.
INC. REPORTED_EST_REST_TIME
REPORTED_ERT
SHORT_DESC
Short description of trouble.
INC.SHORT_DESC
SHORT_DESC
TROUBLE_LOC
Incident's trouble location.
INC.TROUBLE_LOC
TROUBLE_LOC
UPDATE_EXISTING_
INC
Whether to update an existing incident. If set to 1, then JMService will replace an existing incident for the same customer with the values passed in this call.
UPDATE_EXISTING_
INC
USER_NAME
Call-taker user name. The name of the call-taker or interface that created the call.
INC.USER_NAME
USER_NAME
X_REF
Customer X coordinate. X coordinate of customer or customer device.
INC.X_COORD
X_REF
Y_REF
Customer Y coordinate. Y coordinate of customer or customer device.
INC.Y_COORD
Y_REF
 
 
During initialization of IVRAdapter, TROUBLE_CALLS column are matched with the standard product column (JMS.h). If TROUBLE_CALLS field does not match, error will be logged and IVRAdapter will exit.
The following are some exceptions when matching TROUBLE_CALLS columns with JMS Input String:
• TROUBLE_CALLS.CALL_COMMENT – JMS Input String COMMENT
• TROUBLE_CALLS.CALL_STATUS – special column in TROUBLE_CALLS table that indicates that the call is new (N) or already processed (C).
• TROUBLE_CALLS.SUPPLY_ID – if this column exists, it replaces the value of TROUBLE_CALLS. CUST_DEVICE_IDX and TROUBLE_CALLS. CUST_DEVICE_CLS is set to 994.
Mapping to Customer-Defined Fields in the INCIDENTS Table
A configurable TROUBLE_CALLS column can also be done through SRS_RULES.
The following are the steps to map a new field in the TROUBLE_CALLS table with a new field in the INCIDENTS table:
1. Change the TROUBLE_CALLS table schema to include the customized field, for instance, TC_FIELD_ONE.
2. Change the INCIDENTS table schema to include a new field that will be mapped to TC_FIELD_ONE. For instance the new field on the INCIDENTS table would be INC_FIELD_ONE.
3. Create a new SRS Rule that maps the '201' (TROUBLE_CALLS reserve name) with the new field in the INCIDENTS table, INC_FIELD_ONE. See the “Map Customer-Defined Fields in the INCIDENTS Table” SRS rule for more information.
4. Restart JMService and the Generic IVR Adapter.
Note: Before considering the option of introducing new fields in the TROUBLE_CALLS table and the INCIDENTS table, it is advisable to discuss such option with your Project Engineer.
Updating Existing Calls
In order to update an existing call a row in the TROUBLE_CALLS table, the UPDATE_EXISTING_INC column needs to have a value '1' and the value in the EXTERNAL_ID column should match an existing call.
Only subset of information in an existing call can be updated. The following TROUBLE_CALLS table columns can be used to update existing call.
 
• ADDR_BUILDING
• ADDR_CITY
• ADDR_CROSS_STREET
• ADDR_STREET
• ALTERNATE_PHONE
• APPT_RANGE
• APPT_TIME
• APPT_TYPE
• CALL_COMMENT
• CALLBACK_EMAIL
• CALLBACK_LATE
• CALLBACK_METHOD
• CALLBACK_REQUEST
• CALLBACK_TEXT
• CALLBACK_TIME
• CLUE
• COMBINE_PRI
• CUST_TROUBLE_CODE
• CUST_CRITICAL
• CUST_FIRST_NAME
• CUST_LAST_NAME
• CUST_LIFE_SUPPORT
• CUST_ORDER_NUM
• CUST_PHONE
• CUST_PHONE_AREA
• CUST_PRIORITY
• CUST_TROUBLE_QUEUE
• DRV_INST
• GENERAL_AREA
• GROUPABLE
• REPORTED_ERT
• SHORT_DESC
• TROUBLE_LOC
• URL_ATTACHMENT_1
• URL_ATTACHMENT_2
• USER_NAME
•  
Project-specific call fields can also be updated.