Call Center Data File Specifications

This section describes the distinct data fields that you must provide in the call center data file. It also provides information about the data file format and file name conventions. If your utility only has some of the data listed below, or has the data in a different format, we will work with your utility to meet your specific needs. Contact your Oracle Utilities Delivery Team to discuss these circumstances.

Warning: Although the customer_id and premise_id fields listed below are marked as optional, the utility should plan to provide this data to Oracle Utilities for any row for which it is available.

Field	Description
customer_id	The utility’s unique identifier for the customer. This customer ID should be the same customer ID that is sent in the billed usage files, as described in Customer Fields. Although it is marked as optional, the utility should plan to fill in this field wherever it is available. Type: VARCHAR Can Be Empty?: Yes.
premise_id	An identifier for a site occupied by an individual customer.This premise ID should be the same premise ID that is sent in the billed usage data files, as described in Customer Fields. Although it is marked as optional, the utility should plan to fill in this field wherever it is available. Type: VARCHAR Can Be Empty?: Yes.
phone_number	The phone number used by the customer to contact the utility. Example US formats: (xxx) xxx-xxxx, xxxxxxxxxx, xxx-xxx-xxxx, x-xxx-xxx-xxxx Type: STRING Can Be Empty?: No.
start_tstamp	Timestamp with the date and time of when the call began. Data should be transmitted in the format YYYYMMDD hhmmss. Type: DATETIME Can Be Empty?: No.
end_tstamp	Timestamp with the date and time of when the call ended. Data should be transmitted in the format YYYYMMDD hhmmss. This can be left empty only if duration is filled in. Type: DATETIME Can Be Empty?: No. Note: This can be left empty if only the `duration` field is populated.
duration	Duration of the call in seconds. The maximum value is 99999. This is not needed if you provide the `start_tstamp` and `end_tstamp`. Type: INT Can Be Empty?: Yes. Note: If `end_tstamp` is not provided, then this field is required.
wait_time	Duration customer was on hold before a representative first answered the call, in seconds. The maximum value is 99999. Type: INT Can Be Empty?: Yes.
talk_time	Duration representative and customer were in conversation, in seconds. The maximum value is 99999. Type: INT Can Be Empty?: Yes.
wrap_time	Duration representative spent after the customer hung up to perform closing activities, in seconds. The maximum value is 99999. Type: INT Can Be Empty?: Yes.
hold_time	Duration customer was put on hold during the call, after the first answer, in seconds. The maximum value is 99999. Type: INT Can Be Empty?: Yes.
csr_id	Unique identifier of responding customer service representative (CSR). Type: VARCHAR(100) Can Be Empty?: Yes.
type	A reason code or call disposition code consistent across all calls so that Oracle Utilities can interpret the reason for the call. This must be in a human comprehensible format, or a decoding must be provided. Type: VARCHAR(100) Can Be Empty?: No.
notes	Any notes the CSR recorded during the call. Type: VARCHAR(5000) Can Be Empty?: Yes.

File Format

The following conventions apply to all files generated for transfer:

Oracle Utilities prefers to receive all data as tab-separated value (TSV) files. CSV format is also supported.
Files must use UTF-8 encoding so that both Latin and non-Latin characters can be supported.
All files should include a header line containing column names from the tables specified in this document.
Rows can use "line feed" and "carriage return / line feed" as valid end-of-line separators.
Do not remove columns or add columns to the middle of the file.

File Name Conventions

All files transferred to Oracle Utilities must follow the standard naming convention. File name components enclosed in angle brackets (<>) must be populated. File name components enclosed in square brackets ([]) are optional and can be included or left out. Any components without brackets must be part of the file name and should not be changed.

opwr_<utility>_res_<specification version number>_callcenter_<yyyyMMddHHmmss>.gz

This naming convention is made up of the following components:

Prefix: The opwr prefix, which is the standard abbreviation for Oracle Utilities Opower.
Utility Identifier: A three- or four-character code that identifies the utility sending the file. Your Delivery Team will work with you to choose the utility code early in the implementation process. The code needs to be a unique identifier for the utility in the Oracle Utilities Opower system. For example, “The Great Energy Company” might have an identifier of gec.
Population Token: An abbreviation that indicates whether the data is applicable to residential (res) or non-residential (nonres) customer populations. For the non-residential category, there are additional segmentations available to designate Small and Medium Business populations (nonres-smb) or Large Commercial Industrial populations (nonres-lci). Consult your Service Delivery Manager to determine which is the most appropriate population token if you need to use additional segmentations.
Specification Version Number: A three-digit version number of the data transfer specification. Each digit must be separated by a hyphen (-) and not a period or an underscore. This must match the latest number shown in the Specification Version Number column in Call Center Data Version History.
Data Type: The filename must include the term callcenter to indicate the type of data included.
Date: The date that the file was generated, in the format yyyyMMddHHmmss.
File Extension: All files should be gzipped and should end with .gz, or be zipped and end with .zip. If you choose to PGP encrypt your files, then the .pgp extension should be used. In the case of PGP encryption, compression is not required since the encryption process includes file compression. Files can be up to one gigabyte compressed, or up to four gigabytes uncompressed.

File Name Examples

Suppose the specification version number of the document is v1-0-0 and your utility is named "The Great Energy Company.” An example of your utility’s file name would be as follows:

opwr_gec_res_v1-0-0_callcenter_20210316131415.gz

Suppose your utility is using PGP-encrypted files. An example of your utility’s file name would be as follows:

opwr_gec_res_v1-0-0_callcenter_20210316131415.pgp

Additional Notes

The filename must not exceed 183 characters and must not contain a period (.) unless the period comes right before the file extension. The Oracle Utilities Opower file reception system considers the first period in the file name to be the beginning of a file extension. For example, the following file name is invalid and cannot be processed:

opwr.gec.res.v1.0.0.callcenter.20210316131415.gz