Managing Communication Preferences

You use these two sections of the form to specify whether the contact is notified about specific types of information, and if so, what contact method is used for the notification:

  • Push Communications Preferences: Use this section of the screen to enroll contacts in push communications, which are unscheduled notices the utility sends out. You can specify which contact methods to use for each communication type. You can also see if other related contacts are receiving push communications.
  • Subscription Communications Preferences: Use this section of the screen to enroll contacts in utility subscription-based communications that notify them about updates associated with the utility or their account. You can specify which contact methods to use for each communication type.

To add a contact method to a communication, that contact method must already exist for the contact. You can set communication preferences for any push or subscription-based communication types that are configured in your Oracle Utilities customer information system. Contacts must sign up to receive these notifications.

These are some examples of push communication types that can be implemented:

  • Credit and Collections
  • Programs and Offers
  • Service Advisory

These are some examples of subscription-based communication types that can be implemented:

  • Bill Due
  • Bill Ready
  • Bill Routing Email
  • Late Payment
  • Payment Received

To set up subscription communications, you click the Enroll and add contact link next to an item. You then specify the contact method that should be used for that communication type. To set up push communications, you expand the notification, and then specify the contact method to use for that communication type. You can edit both subscription and push communication preferences.

In some cases, you can turn off a notification by removing the contact method from the communication type. However, some communications are mandatory or they are set up to use default notification preferences if a contact method isn't added. The rules associated with turning off a notification can vary by utility. Contact your manager if you have questions about how your utility manages notifications.

Be aware that some notifications are mandatory and cannot be removed. To learn more about notifications, see Setting Up Notification Preference Options in the Administrative User Guide associated with your Oracle Utilities customer information system. Documentation for these systems is available in the Oracle Utilities Help Center.

Enroll in a Push Communication

To enroll in a push communication:

  1. From Account 360, complete one of these steps:
    • Use the Show Contacts smart action to view a list of contacts. On the contact you want to view, use the Edit linked billing accounts option to open the <Contact Name> Billing Account Summary page, which lists all billing accounts associated with the contact. Use the Update Communication Preferences option from the action menu on the billing account you want to update.
    • Search for and select a billing account. Select View contacts from the action menu, which opens a drawer with a list of contacts. Use the Update Communication Preferences option from the action menu on the contact you want to update.
  2. The system opens the Communication Preferences drawer.
  3. In the Push Communication Preferences section of the screen, expand the communication you want to enroll in.
  4. In the Add Preference field, select from a list of valid contact method records.
  5. If there are related persons who are also enrolled in the notification, a list of the contacts and the contact method are displayed.
  6. Click Save.
  7. Be aware that:
    • If no preferences have been set up for this communication type already, the system might use the default preferences, as defined in your customer information system. The system displays a message and provides a View details link to see any default preferences that have been defined.
    • If the person is not set up to allow communications, this section of the form will not contain any available communications to enroll in. Instead, the system displays a message that you can set preferences after the communications are allowed for the selected person. See Enabling Communications for a Contact for additional information.

Enroll in a Subscription Communication

To enroll in a subscription-based communication:

  1. From Account 360, complete one of these steps:
    • Use the Show Contacts smart action to view a list of contacts. On the contact you want to view, use the Edit linked billing accounts option to open the <Contact Name> Billing Account Summary page, which lists all billing accounts associated with the contact. Use the Update Communication Preferences option from the action menu on the billing account you want to update.
    • Search for and select a billing account. Select View contacts from the action menu, which opens a drawer with a list of contacts. Use the Update Communication Preferences option from the action menu on the contact you want to update.
  2. The system opens the Communication preferences drawer.
  3. In the Subscription Communication Preferences section of the screen, click Enroll and Add Contact next to the communication you want to set up.
  4. In the Send To field, select from a list of valid contact method records.
  5. Be aware that notification types can be configured to enable users to set additional parameters. For example, a notification can be configured to enable the contact to enter a value in the Day(s) before notification field, which controls when the communication is sent. For example, if you want to receive the Bill Due communication 4 days before the billing due date, enter 4 in this field.
  6. Click the Enroll button to save your changes.
  7. Be aware that:
    • If no preferences have been set up for this communication type already, the system might use the default preferences, as defined in your customer information system. If default preferences are being used, the system displays a message and provides a View details link to see what the default preferences are.
    • If the person is not set up to allow communications, this section of the form will not contain any available communications to enroll in. Instead, the system displays a message that you can set preferences after the communications are allowed for the selected person. See Enabling Communications for a Contact for additional information.

Parent topic: Setting Communication Preferences