Siebel Communications Guide - Downloads - Oracle
Siebel Communications Guide - Downloads - Oracle
Siebel Communications Guide - Downloads - Oracle
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Overview of <strong>Siebel</strong> <strong>Communications</strong> ■ About Prebuilt Integration with <strong>Siebel</strong><br />
<strong>Communications</strong><br />
Table 7. <strong>Siebel</strong> <strong>Communications</strong> and <strong>Siebel</strong> Media Screens and Views<br />
Screen Functions For More Information<br />
Quotes Create, view, and update quotes. Update<br />
opportunities and configure solutions for<br />
quotes.<br />
Service<br />
Requests<br />
About Prebuilt Integration with <strong>Siebel</strong><br />
<strong>Communications</strong><br />
<strong>Oracle</strong>® Application Integration Architecture is a set of products that enables you to set up and<br />
orchestrate cross-application business processes so that multiple applications can work together.<br />
<strong>Oracle</strong> Application Integration Architecture runs on <strong>Oracle</strong>® Fusion Middleware.<br />
<strong>Oracle</strong>® <strong>Communications</strong> Process Integration Packs (PIPs) are prebuilt packaged process<br />
integrations between <strong>Siebel</strong> <strong>Communications</strong> and <strong>Oracle</strong>® <strong>Communications</strong> Billing and Revenue<br />
Management, based on <strong>Oracle</strong> Application Integration Architecture.<br />
Administrators can implement the following PIPs to integrate <strong>Siebel</strong> <strong>Communications</strong> with an<br />
application for managing billing and revenue, such as <strong>Oracle</strong> <strong>Communications</strong> Billing and Revenue<br />
Management:<br />
■ “<strong>Oracle</strong> <strong>Communications</strong> Integration Pack for Order to Bill” on page 25<br />
■ “<strong>Communications</strong> Agent Assisted Billing Care” on page 25<br />
The following topics provide additional information about integrating <strong>Siebel</strong> <strong>Communications</strong> with an<br />
application for managing billing and revenue:<br />
24<br />
Create, display, and update customer<br />
requests for information about or<br />
assistance with products or services.<br />
SmartScripts Define the application workflow for an<br />
interactive situation in a script. These<br />
interactive situations could include<br />
inbound communications (such as<br />
customer service) and outbound contacts<br />
(such as telemarketing).<br />
Solutions Search, organize, and add to a knowledge<br />
base of answers to service requests and<br />
trouble tickets.<br />
Trouble Tickets Create, display, and update customer<br />
requests for information about or<br />
assistance with products or services.<br />
Work Orders Manage the work components associated<br />
with activating or turning off service for a<br />
customer.<br />
<strong>Siebel</strong> <strong>Communications</strong> <strong>Guide</strong> Version 8.1 Rev. D<br />
See <strong>Siebel</strong> Order Management<br />
<strong>Guide</strong> and <strong>Siebel</strong> Order<br />
Management <strong>Guide</strong> Addendum for<br />
<strong>Communications</strong><br />
See Chapter 12, “Service Requests<br />
and Trouble Tickets in <strong>Siebel</strong><br />
<strong>Communications</strong>,” in this guide<br />
See <strong>Siebel</strong> SmartScript<br />
Administration <strong>Guide</strong><br />
See <strong>Siebel</strong> Field Service <strong>Guide</strong><br />
See Chapter 12, “Service Requests<br />
and Trouble Tickets in <strong>Siebel</strong><br />
<strong>Communications</strong>,” in this guide<br />
See Chapter 11, “Work Orders in<br />
<strong>Siebel</strong> <strong>Communications</strong>,” in this<br />
guide
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