Connector for Siebel Implementation Guide - Public Support Login

Unisys e-@ction Workflow Solutions e-Workflow & Imaging Connector for Siebel Implementation Guide

UNISYS

û 2001 Unisys Corporation. All rights reserved.

November 2001

Printed in USA 0000 0000–000

NO WARRANTIES OF ANY NATURE ARE EXTENDED BY THIS DOCUMENT. Any product or related information described herein is only furnished pursuant and subject to the terms and conditions of a duly executed agreement to purchase or lease equipment or to license software. The only warranties made by Unisys, if any, with respect to the products described in this document are set forth in such agreement. Unisys cannot accept any financial or other responsibility that may be the result of your use of the information in this document or software material, including direct, special, or consequential damages. You should be very careful to ensure that the use of this information and/or software material complies with the laws, rules, and regulations of the jurisdictions with respect to which it is used. The information contained herein is subject to change without notice. Revisions may be issued to advise of such changes and/or additions. Notice to Government End Users: The software and accompanying documentation are delivered and licensed as “commercial computer software” and “commercial computer software documentation” as those terms are used in 48 C.F.R. § 12.212 and 48 C.F.R. § 227.7202-1 through 227.7202-4, as applicable. The Government shall receive only those rights provided in the standard commercial software license, or where applicable, the restricted and limited rights provisions of the contract FAR or DFARS (or equivalent agency) clause. Correspondence regarding this publication can be e-mailed to [email protected].

Unisys is a registered trademark and e-@ction is a trademark of Unisys Corporation. All other marks are acknowledged to be the trademarks or registered trademarks of their respective owners. Unisys Corporation cannot attest to the accuracy of this information.

Contents Section 1.

Overview What is Customer Relationship Management?................................... 1–1 About CRM Applications ................................................... 1–1 Interfacing with Customers ............................................... 1–2 What is Client Work Manager?........................................................... 1–3 Client Work Manager Components ................................... 1–3 What Client Work Manager Can Do................................... 1–3 The Browser-based Client Work Manager ......................... 1–4 What Is Connector for Siebel? ........................................................... 1–4 How Client Work Manager Users Use the Connector for Siebel ..................................................... 1–4 How Siebel Users Use the Connector for Siebel................ 1–5 Components ...................................................................................... 1–6 About Index Assistant for Siebel........................................ 1–6 About the Siebel Export Program ...................................... 1–6 About the Document Viewer for Siebel ............................. 1–7 About the Siebel Import Program ...................................... 1–7 About the Siebel Preferences Program.............................. 1–7 Other Components ........................................................... 1–8

Section 2.

Setting up Siebel Call Center to Work with UeWI Extend the Siebel Database Table...................................................... 2–2 Check Out the Projects ..................................................... 2–2 Add the Columns to the Table ........................................... 2–3 Add Fields to the Business Component............................. 2–5 Compile All Projects .......................................................... 2–7 Check In the Newtable Project .......................................... 2–8 Apply Changes to the Server............................................. 2–8 Activate the Table ............................................................. 2–9 Import the SIF File ........................................................................... 2–10 Importing the Siebel Objects from the SIF File ................ 2–10 Add List of Value Entries ................................................. 2–14 Import the Bitmaps ......................................................... 2–16 Check in the Project ........................................................ 2–18 Compile the Projects....................................................... 2–18 Import and Activate the Siebel Workflows ....................................... 2–19 Import the Workflows ..................................................... 2–19 Test the Activity Query Workflow.................................... 2–23

0000 0000–000

iii

Contents

Editing the Configuration Files.......................................................... 2–26 Verify Entries................................................................... 2–26 Add Entries to EAI.CFG ................................................... 2–26 Make the New Views Visible............................................................ 2–27 Configure the Siebel Client............................................................... 2–27 Set Up the Login ID......................................................... 2–28 Create and Configure the DSN......................................... 2–28 Section 3.

Setting up UeWI to work with Siebel Call Center Set Up the Workflow.......................................................................... 3–2 Connector for Siebel Worksteps ........................................ 3–2 Add the Worksteps to an Existing Route............................ 3–4 Install the Route ................................................................ 3–4 Install the Index and Query Forms...................................................... 3–4 Install the Forms................................................................ 3–7 Install the Document Class................................................................. 3–8 Install the Role ................................................................................... 3–8 Set Up Unisys e-Workflow & Imaging Users ...................................... 3–9 Configure the Robot User IDs............................................ 3–9 Configure the Index Assistant and Document Viewer for Siebel Users................................................. 3–9 Configure the Robots ....................................................................... 3–10 Configure the XML Export Gateway Robot ...................... 3–10 Configure the Siebel Import Robot................................... 3–16 Configure the Document Viewer User.............................................. 3–25 Configure the Index Assistant User .................................................. 3–26 Configure the Index Assistant Nicknames ........................................ 3–27

Section 4.

Customizing Connector for Siebel Add a New Form................................................................................ 4–1 Create an XML Mapping Definitions File............................................. 4–2 Before You Begin .............................................................. 4–2 Log onto the Console ........................................................ 4–3 Check for Required Resources .......................................... 4–3 Create a Field Map ............................................................ 4–4 Form Mapping Properties .................................................. 4–8 Map the Fields................................................................... 4–9 What To Do If No Form Field Corresponds to a Siebel Field.................................................................. 4–12 Generate the XML Mapping Definitions File..................... 4–14 Examine the XML Mapping Definitions file ...................... 4–16 Configure the Backoff Logic ............................................................. 4–16 About the Search Logic ................................................... 4–16 About Customizable Search Logic.................................... 4–19 About the Contact Business Object Search Order............ 4–20 Customize the Search Order............................................ 4–21 Customize the Soundslike Logic....................................................... 4–22

iv

0000 0000–000

Contents

Appendix A. Sample Files Central Administration Console ..........................................................A–2 XML Gateway Console ......................................................................A–3 Siebel Tools or Siebel Call Center.......................................................A–4 Other.................................................................................................A–5 Appendix B. Siebel Import File Components

Appendix C. Sample Import and Export Workflow About the Sample Route....................................................................C–1 Worksteps .........................................................................................C–3 Work Introduction .............................................................C–3 Optional OCR....................................................................C–3 Manual Index ....................................................................C–4 Auto Index ........................................................................C–5 Index Assistant .................................................................C–5 Completeness Review ......................................................C–6 Act Exp Exception .............................................................C–8 Remove from Workflow....................................................C–8 CallCenter WorkEntry........................................................C–9 Application Process...........................................................C–9 Approval.......................................................................... C–10 Archive............................................................................ C–10 Completion ..................................................................... C–11 Worksets......................................................................................... C–12 Workset Definitions ........................................................ C–12 Error Workset Definitions ................................................ C–12 Appendix D. Form Fields and Views Form Fields........................................................................................D–1 Form Views .......................................................................................D–3

0000 0000–000

v

Contents

vi

0000 0000–000

Figures 1–1.

Overview of Integrated Processes.................................................................. 1–5

C–1.

Sample Loan Processing Workflow ................................................................C–2

0000 0000–000

vii

Figures

viii

0000 0000–000

Section 1 Overview The Connector for Siebel Implementation Guide provides information to implement and customize the Unisys e-Workflow & Imaging and Siebel Call Center components. The following describes the sections in this document: Section 1 provides an overview of the Connector for Siebel, and a description of the components. Section 2 provides instructions implement the Siebel Call Center with Unisys eWorkflow & Imaging. Section 3 provides instructions implement Unisys e-Workflow & Imaging with the Siebel Call Center. Section 4 provides instructions to customize the Connector for Siebel. The appendixes provide additional information to help you set up the Connector for Siebel.

What is Customer Relationship Management? Customer Relationship Management (CRM) is a business strategy that attempts to mobilize an organization toward better serving customers. CRM applications center operations on the customer, and track customer information to provide better insight into customer behavior. Effective CRM implementations merge the front office, direct customer contact functions with back-office support functions to provide a complete view of the organization's relationship with its customers.

About CRM Applications CRM applications handle front-line requests for information, purchases of products and services, order fulfillment, and other customer service requests. For example, a customer might call to ask the status of a loan application, order goods or services, or to request information. The customer service representative (CSR) can provide the customer with information about the overall status of a loan application, process the order and provide information about the status of an order, or provide the requested information. For a loan, this information might include the documentation that has been received or is still pending.

0000 0000–000

1–1

Overview

Early CRM applications were generally not a total solution. Often, different software vendors provided solutions for different parts of an organization. For example, different vendors might provide the customer service and sales systems, with no connection between them. Customer information, such as loan applications, credit reports, or correspondence might be stored in yet another application system, with no direct integration to the CRM application.

Interfacing with Customers With the rise of client/server networks and the Web, companies have become more concerned with integrating their front-office CRM operations with supporting back-office solutions. Since the mid-1990's the rise of the World Wide Web has significantly changed how organizations interface with customers. Customer demand for rapid access to information encouraged organizations to open their information systems to customers and the CSRs who assist them. When required information is not readily available, the CSR experiences a loss of productivity searching for required information. Much of the information the CSR needs has been sent to, received by, and processed by the back office or operations department. When CSRs cannot quickly furnish the required information, they cannot service the request, they must solicit the help of co-workers to locate the information, leave their desk, look in file cabinets, or search other databases. Whenever information is not readily available, the CSR must call back the customer, which decreases customer satisfaction, and can potentially lead to the loss of customers. To service a request and provide responsive customer service, CSRs must to be able to readily obtain information from multiple sources. For example, a customer might call the XYZ Call Center to request a loan application. A CSR takes the call or Web application, and the back office mails or faxes an application to the customer. After completing the application, the customer can mail, fax, or email the application to the XYZ processing center, usually a back office function not part of the Call Center. After scanning paper applications received in volume, or capturing data from fax, or email, XYZ employees in the back office create and index the documents in a workflow process. Unisys eWorkflow & Imaging (UeWI) is one such process very adept at high volume capture. When back office capture processing is completed, the application is then routed through various worksteps until approved or denied. Alternately, the customer may fill out a loan application on a Web page. The data is captured and sent to the back office create for indexing and introduction into a workflow process. At any time during the process, a CSR may interact with the customer to solicit missing information, or the customer may call the Call Center to request the status of the application. When the approval process is completed, the CSR notifies the customer whether the application is approved or denied, verbally, by letter, or both. The Call Center representative must be able to quickly provide the requested information and needs immediate access to the customer correspondence or submitted documents.

1–2

0000 0000–000

Overview

What is Client Work Manager? The Client Work Manager (CWM) is a desktop tool that uses imaging technology to automate the flow of documents and folders through your company. You can organize document image pages, imported files, notes, and markups to automate the document processing and to respond to inquiries.

Client Work Manager Components Client Work Manager consists of these major components: •

Desktop – An Outlook-like interface that organizes the many sources of information. This easily understood user interface provides quick access to information so that in many applications the user can to do all work here. The desktop interface is completely customizable by the user.

•

Document Viewer – A new, high performance tool to manage all of the aspects of document processing. The Doc Viewer adds support for color images.

•

Page Viewer – If needed, a new page viewer is also provided.

•

Form Viewer – A new and enhanced form viewer modernizes the forms interfaces and adds new capabilities such as range queries, and VB user exits to make integration much easier.

•

Scan Manager Basic – Provides the ability to add a scanner to any desktop. Scan Manager is an extremely powerful tool that uses standard TWAIN interfaces. Most modern scanners are supported.

•

Batch Viewer – Provides the tools to manipulate images after they are scanned. Based on the same technology as the Document Viewer, Batch Viewer provides a modern indexing and processing interface.

What Client Work Manager Can Do From the Client Work Manager desktop you can •

Convert hard-copy documents to electronic images

•

Receive work for processing

•

Organize and file documents into folders

•

Enter data

•

Import related information, such as pictures, spreadsheets, or letters from external applications

•

Add notes, annotations, highlights, or stamps to pass information to others who view or process a document

•

Print copies of documents

•

Route documents to other users or queues for processing

•

Find and view documents to answer customer or internal inquiries

•

Define desktop views

0000 0000–000

1–3

Overview

The Browser-based Client Work Manager A browser-based Client Work Manager (iCWM) includes all of the functions of the Client Work Manager, except defining desktop view functions. This browser-based iCWM uses the Active Document technology in Microsoft Internet Explorer 5.0 or later, that enables you to deploy CWM directly to the client. The user interface is identical once iCWM is installed except that the desktop runs within the browser. End-users execute the Client Work Manager from a web server where the iCWM product is installed. The main advantage of iCWM is in deployment.

What Is Connector for Siebel? Siebel applications are the most stable, widely deployed platform for CRM solutions. Used in call centers worldwide, Siebel provides integrated solutions for sales, marketing, customer service, and field service. Connector for Siebel effectively integrates front office call center operations with back-office processing, providing •

Access to documents kept in the back office

•

Efficient input, storage, and retrieval

•

Sequential processing through a defined workflow

•

Enhancement of efficiency and responsiveness of CSRs

Using Connector for Siebel to service customers, CSRs can view documents related to a customer activity—documents, notes, and other information processed by back-office operations or processing centers, and resident in the Unisys e-Workflow and Imaging domain or storage archive. They can also initiate activities that result in sequential processing through a defined workflow.

How Client Work Manager Users Use the Connector for Siebel Documents are stored in the Unisys e-Workflow and Imaging system. Back office personnel use the Client Work Manager to cross-reference each document to a contact, account, opportunity, or agreement. An index form enables the user to look up and link each document to the related customer objects, and then route the document through the various worksteps. The integration interface is called the Unisys Index Assistant for Siebel. Further gains in processing efficiency can be obtained if the document was preprinted with identifying information that Unisys e-Workflow and Imaging can automatically capture from custom barcodes, or from OCR or ICR integration, thus bypassing the manual indexing step.

1–4

0000 0000–000

Overview

How Siebel Users Use the Connector for Siebel Connector for Siebel provides easy front-office access to customer documents for all CRM market segments through the Siebel Call Center. Connector for Siebel links Unisys e-Workflow and Imaging documents to Siebel objects—activities, opportunities, contacts, accounts, and agreements, using a simple pointer, that enables the CSR to seamlessly view the documents associated with the activity. An icon that displays in their activity list signals the CSR that a document is associated with the activity. At any time during the process, if the customer requests information, a CSR can immediately provide the customer with answers about the status of their contact, account, or agreement, improving customer service.

Figure 1–1. Overview of Integrated Processes

0000 0000–000

1–5

Overview

Components The Connector for Siebel includes five major components: •

Index Assistant for Siebel

•

Siebel Export program

•

Document Viewer for Siebel

•

Siebel Import program

•

Siebel Preferences

Other major components and sample files packaged with Connector for Siebel include: •

Siebel XML Reference Schema

•

Siebel Import File (SIF)

•

Siebel XML Template

•

Unisys e-Workflow and Imaging and Siebel sample workflows

•

Siebel CSR views

•

Other sample files

About Index Assistant for Siebel The Index Assistant for Siebel enables the Client Work Manager user to look up and match Siebel Business Objects (Contact, Account, Opportunity, and Service Agreements) to Client Work Manager documents. An easy keyboard shortcut invokes a search for matching documents. With the Index Assistant for Siebel, the Client Work Manager user can seamlessly transfer data between the Unisys e-Workflow and Imaging index form and the Siebel screens, and query the Siebel database for related contacts, accounts, opportunities, and service agreements. The interface includes a feature that locates all Siebel objects associated with the contact name. Alternately, the user can look up any one of the individual Business Objects, as needed. When looking up individual objects, Index Assistant uses intelligent Backoff logic for each of the four Siebel Business Objects. In addition to the Backoff logic, Index Assistant uses a "sounds like" search operation to look up both Contact last name and Contact first name. For more information about the Backoff and Soundslike logic, refer to Section 4, Customizing Connector for Siebel.

About the Siebel Export Program The Siebel Export program, also called the XML Export Gateway Robot, transfers index form data from captured documents to the Siebel Call Center as a new Activity. New Activities are marked for action by a CSR using the Siebel client. Activities can be assigned to Siebel CSRs using one of the Siebel assignment methods. The Siebel Export program periodically wakes and polls a Unisys e-Workflow & Imaging workstep (typically the Activity Export workstep) for documents queued for export to Siebel.

1–6

0000 0000–000

Overview

If there are documents in the queue, the program •

Converts the index form of each document and other default data, such as the date and time, to XML

•

Transports the XML data to the EAI Siebel Adapter using the Siebel HTTP Transport and Web Engine

•

Converts the XML data to a Siebel Activity record using EAI Siebel Adapter

About the Document Viewer for Siebel The Document Viewer for Siebel enables the CSR to retrieve and view Unisys eWorkflow and Imaging documents related to an activity. A document icon is displayed in the Siebel Activities list, whenever there are related documents. The icon is the same used in the Client Work Manager interface to symbolize a document. Clicking the icon in the list applet, and clicking on View Doc button in the form applet produces the same result. It retrieves the document and opens the first page in the Document Viewer. Behind the scenes, this is accomplished using the Unisys e-Workflow and Imaging CAL component with its built-in document viewer. The CSR can then annotate or manipulate the page as needed.

About the Siebel Import Program After the CSR modifies or creates an Activity record (to enter an item into the processing center workflow), the Siebel Import Program transfers data from a Siebel Activity record to Unisys e-Workflow & Imaging, and creates a shell document that will hold the documents related to the activity. The Siebel Import Program sends a request to a specific URL. The Siebel Web Engine (SWE) then triggers a workflow that looks for Activity records flagged for Unisys eWorkflow and Imaging. The program retrieves the Siebel data, then converts the Activity record data to Siebel XML, transports the XML data to Unisys e-Workflow and Imaging using the HTTP Transport mechanism, and then converts the XML to a Unisys eWorkflow & Imaging document.

About the Siebel Preferences Program Siebel Preferences enable you to •

Set the Unisys e-Workflow and Imaging user logon information for a workstation

•

Enable the Index Assistant for Siebel

•

Set the Siebel user logon information for a workstation

•

Select the Siebel configuration file to use

•

Set the path and file names for the mapping file

•

Set the number of Document Viewer windows the user can open simultaneously

The Siebel Preferences information is stored in the Windows Registry.

0000 0000–000

1–7

Overview

Other Components The Siebel XML Reference Schema The Siebel XML Reference Schema, Siebel XML Reference Schema.xml is used to generate the XML Mapping Definitions files required by the Siebel Import and Export programs, and for the Index Assistant for Siebel. The Siebel Import File The Siebel Import File, UeWI Siebel Integration Objects.sif, contains the Business Component, Integration Object, applets, views, screens, and other information required to integrate Siebel Call Center with Unisys e-Workflow and Imaging. For the detailed contents of this file, see Appendix B. Siebel XML Template The Siebel XML Template contains the header information required to generate the XML Mapping Definitions file. Header information identifies •

The objects and fields to populate with the XML data

•

The root attribute

•

Illegal character conversion information

The Siebel Views Connector for Siebel provides several Siebel views. •

My Activities + Docs This view displays two applets that reference a Siebel Activity (Action) Business Component—the Siebel Activity Document Retrieval List Applet (or List Applet), and the Siebel Activity Document Retrieval Option Applet (or Option Applet).

The List Applet is a Visual Basic applet that contains a column that identifies the existence of a document, and displays the Unisys e-Workflow and Imaging document icon. Clicking on the document icon invokes the Document Viewer for Siebel. The CSR can successively select other documents from the Activity list view to display in the same Document Viewer. The Option Applet is a form applet with a new command button, called View Doc. Clicking the button displays the first page of the document, as with the List Applet, using the Document Viewer for Siebel. •

Contact List This view is used by the Index Assistant to look up the contact personal address.

•

Account Detail – UeWI Activities This view displays Accounts and their associated activities.

•

Contact Detail – UeWI Activities This view displays Contacts and their associated activities.

1–8

0000 0000–000

Overview

•

Correspondence These views display correspondence for a given Contact, Account, Agreement, or Opportunity, and indicate whether an Activity record exists. The Correspondence views combine Siebel fields with Unisys e-Workflow and Imaging fields from the attribute table. The RowID for each object that are stored in both systems is the mechanism that ties the records together. The List Applet contains fields from the Index database table. Clicking on the document icon opens the Document Viewer for Siebel and displays the selected document.

Workflows A sample Unisys e-Workflow & Imaging workflow, usiebel.rte, provides a basic processing flow to export and import data to and from Siebel Call Center, with placeholders and suggestions for further automation of an application-processing center. You can use the sample route as is, or customize it to meet your site requirements. Refer to Appendix C for a detailed description of the sample route. Two sample Siebel workflows are also provided, Activity Query and Activity Upsert. These workflows are included in the Siebel Import File (.SIF). Other Sample Files The sample files enable you to use the Connector for Siebel right out of the box. You can use the files as is, or you can customize the files to meet your site requirements. Samples include •

Desktop definition file

•

Index and query forms

•

XML Mapping files

•

HTTP configuration file

For more information about the sample files, refer to Appendix A.

0000 0000–000

1–9

Overview

1–10

0000 0000–000

Section 2 Setting up Siebel Call Center to Work with UeWI This section contains instructions to set up Siebel Call Center to work with Unisys eWorkflow and Imaging. Before using these instructions you must have installed •

Siebel Call Center

•

Siebel Web Engine

•

Siebel Tools

The steps required to implement Siebel Call Center to work with Unisys e-Workflow and Imaging include •

Extend the Siebel Database Table, S_EVT_ACT.

•

Import the new objects from the UeWI Siebel Integration Objects.sif archive file.

•

Import and activate the Siebel workflows from the XML files.

•

Compile the Siebel projects to generate a new siebel.srf file for both the Server and the clients.

•

Make the new views visible to the users.

•

Edit the eai.cfg and eapps.cfg files.

•

Configure a DNS and ODBC-SQL UserID and password on each Siebel client where you installed the Document View for Siebel.

To follow these instructions you must •

Be familiar with the Siebel system administration functions, including workflow, SWE, EAI, and Siebel VB

•

Know how to navigate through Siebel Tools

•

Know how to perform operations such as adding new records and querying

0000 0000–000

2–1

Setting up Siebel Call Center to Work with UeWI

Extend the Siebel Database Table These instructions illustrate how to add four new fields to the Activity Business Component called Action and the table named S_EVT_ACT. These four fields are:

Field

Description

X_OBJECT_ID

Provides the link to UeWI to retrieve the document.

X_DOC_NAME

Available but currently not displayed on the applet. The document name is created and stored in the description field using a User Exit routine with the index form.

X_DOC_DATE

Displayed on the applet as Document Date and represents the date on the document.

X_DOC_EXISTS

Displays the document icon on the list applet and activates the View Doc button on the form applet to indicate the existence of a document. Clicking on the icon or the View Doc button retrieves and displays the document.

Check Out the Projects 1. Log on to Siebel Tools using your Siebel Tools logon: User Name: Your Siebel Tools userid Password: Your Siebel Tools password Connect To: Local 2. From the Repository menu, click Check Out.

2–2

0000 0000–000


3. Highlight both the Newtable and Activity projects, click Selected projects, and then click Check Out.

Note: The Check Out process may take approximately 2 hours.

Add the Columns to the Table 1. In the Project Object Explorer, click Table on the Type tab to display a list of tables. 2. Locate and select the S_EVT_ACT table.

0000 0000–000

2–3


3. In the Object Explorer Type tab, select Table. 4. Right-click Column, and then click New Record. 5. Use the following table to enter the Name, Type, Length, and Comments for each of the four new columns. Name

Physical Type

Length

X_OBJECT_ID

Varchar

44

X_DOC_NAME

Varchar

44

X_DOC_DATE

Date

10

X_DOC_EXISTS

Character

1

6. Click Apply to make the physical database changes. 7. When the warning message displays, click OK.

8. When the Apply Schema dialog box opens, verify the ODBC data source, and then click Apply.

2–4

0000 0000–000


9. Click OK when you see the message Changes successfully applied: This might take a few minutes.

Add Fields to the Business Component Next, you add the four fields to the Action Business Component. 1. In the Object Explorer Type tab, select Business Component.

0000 0000–000

2–5


2. In the Object List Editor, select Action.

3. In the Object Explorer Type tab, select Field under Business Component. 4. In the Object List Editor, right-click and then click Add New Record. 5. Add the following records:

2–6

•

X_OBJECT_ID

•

X_DOC_NAME

•

X_DOC_DATE

•

X_DOC_EXISTS

0000 0000–000


6. In the Column Property, highlight the appropriate column names, and then click Pick.

Compile All Projects 1. Click Compile on the on Repository menu, and then click All projects. 2. Input the Siebel repository file name, C:\sea601\tools\OBJECTS\UeWISiebel.srf. 3. Click Compile. Note: The All Projects compile takes approximately 1 hour.

0000 0000–000

2–7


Check In the Newtable Project 1. Click Check In on the on Repository menu. 2. Select the Newtable project, and then click Check In.

Apply Changes to the Server At this point, the Siebel repository is aware of the physical database changes on the local database and the Business Component changes. These physical changes must now be made to the server database. For more information, refer to the Siebel documentation in Siebel Tools Volume 1, Section: Applying the Changes to the Server Database. 1. Log on to Siebel Tools using your Siebel Tools log on: User Name: Your Siebel Tools userid Password: Your Siebel Tools password Connect To: Server 2. In the Project Object Explorer, click Table on the Type tab to display a list of tables. 3. Locate and select the S_EVT_ACT table. 4. Click Apply to open the Apply Schema dialog box.

2–8

0000 0000–000


5. If required, enter the Table owner password, and then click Apply, otherwise click Cancel.

6. Click OK when you see the following warning.

7. Click OK each time you see the message Changes successfully applied, four times altogether, once for each of the columns added.

Activate the Table 1. In the Project Object Explorer, click Table on the Type tab to display a list of tables. 2. Locate and select the S_EVT_ACT table. 3. Click Activate.

0000 0000–000

2–9


4. Click Yes when you see the following message.

5. Click Yes to activate your changes.

Import the SIF File The SIF file is required to implement the Document Viewer with the Siebel Call Center.

Importing the Siebel Objects from the SIF File 1. Log on to Siebel Tools using your Siebel Tools log on: User Name: Your Siebel Tools userid Password: Your Siebel Tools password Connect To: Local 2. From the Repository menu, click Import from Archive.

2–10

0000 0000–000


3. Locate and select the UeWI Siebel Integration Objects.sif in the \Program Files\UeWI\Samples\Siebel directory. The file is placed in this directory during the UeWI Connector for Siebel installation.

4. Select all objects.

5. In the Import Wizard Preview, click Merge the object definition from the archive file with the definition in the repository. 6. Select the Accounts, Contacts, and Activity Screen types.

0000 0000–000

2–11


7. Click Next. The Import wizard checks for, and should find no conflicts. Should you find conflicts, refer to the Siebel Bookshelf, Siebel Tools Users Guide, Managing Repositories, Adjusting the Details of Conflict Resolution.

8. Select Next in the Import Wizard – Review Conflicts and Actions window. An information message similar to the one shown below displays. The number of objects inserted varies on the actual number inserted.

9. Click Yes to proceed.

2–12

0000 0000–000


10. When finished, the following window displays. Note the message Done applying changes to repository at the bottom of the screen.

11. Click Finish. 12. To verify that the new project was imported, from the Siebel Tools window, locate the UeWI / Siebel Integration project in the Project drop-down box.

0000 0000–000

2–13


Add List of Value Entries 1. From the Siebel Call Center, click Application Administration on the Screens menu, and then click List of Values. 2. Query on the string TODO*, and then press Enter.

3. Right-click in the List of Values, and then click New Record. 4. Use the following table to enter the values in the List of Value columns for TODO_TYPE. Column Name

2–14

Value

Type

TODO_TYPE

Display value

Unisys Capture Process

Order

Any numeric value, for example 51

Translate

Checked

Language Independent Code

Unisys Capture Process

Active

Checked

Language Name

English American

0000 0000–000


The following picture shows the new TODO_TYPE record.

5. Query on the string EVENT_STATUS*, and then press Enter.

6. Right-click in the List of Values applet, and then click New Record.

0000 0000–000

2–15


7. Use the following table to create two new records and enter the values in the List of Value columns for EVENT_STATUS. Column Name

First Record Value

Second Record Value

Type

Event_Status

Event_Status

Display Value

Sent To Unisys Workflow

Send To Unisys Workflow

Order

The next consecutive number. For example, if there are currently 7 Event_Status records in the list, then assign a value of 8 to this one.

The next consecutive number. For example, if there are currently 8 Event_Status records in the list, then assign a value of 9 to this one.

Translate

Checked

Checked

Language Independent Code

Sent To Unisys Workflow

Send To Unisys Workflow

Active

Checked

Checked

Language Name

English-American

English-American

The following picture shows the two new EVENT_STATUS records.

Import the Bitmaps Add a Doc_Link bitmap icon to the Button Icons record. 1. From the Siebel Tools Repository menu, click Check Out, and then open the Bitmap project from the Selected Projects list. 2. From the Siebel Tools Object Explorer, select Bitmap Category, and then select Bitmap. 3. Select the UeWI Icons bitmap.

2–16

0000 0000–000


4. Highlight the Doc_Link bitmap, then right-click and select Export Bitmap.

5. Save the bitmap as filename Doc_Link.bmp. 6. From the Siebel Tools Object Explorer, select Bitmap Category, and then select Bitmap. 7. Locate and select Button Icons in the Button Categories frame. 8. Right-click anywhere in the Bitmaps frame, and then select New Record.

0000 0000–000

2–17


9. Add the following information to the new record. Column

Value

Name

Doc_Link

Transparent Color

192 192 192

Comment

Added for UeWI Integration

10. Right-click the new record, Doc_Link, and then select Import Bitmap. 11. Locate the previously saved Doc_Link.bmp file. Check that the Height and Width columns should are set to 12. 12. Open the uagent.cfg file located in the …Samples\Siebel directory. 13. Change the following three lines in your uagent.cfg file to match the sample uagent file: ApplicationName ApplicationTitle ApplicationSplashText

= Unisys Siebel Universal Agent = UeWI Call Center = UeWI Call Center

You can change value of ApplicationTitle and ApplicationSplashText. However, ApplicationName must remain the same unless you plan to compile a different application name within Siebel.

Check in the Project The first time you check in the UeWI/Siebel Integration project, follow these steps. After you compile the project for the first time, you can skip this subsection for future compiles. 1. From the Object Explorer window, select the Types tab, and then click Projects. 2. From the project list, select UeWI/Siebel Integration, and then check the Locked column.

Compile the Projects 3. Check in all projects. 4. From the Siebel Tools window, click Compile on the Repository menu.

2–18

0000 0000–000


5. Click All projects, and then enter the name of the Siebel repository file, C:\sea601\tools\OBJECTS\UeWISiebel.srf.

6. Click Compile. The full compile takes approximately 1 hour.

Import and Activate the Siebel Workflows Import the Workflows 1. Log on to Siebel Call Center using your Siebel Call Center log on. User Name: Your Siebel Call Center userid Password: Your Siebel Call Center password Connect To: Server 2. From the Screens menu, select Siebel Workflow Administration, and then Workflow Processes, and then All Processes.

0000 0000–000

2–19


3. Click Import.

4. Locate and select the file ActivityQuery.xml in the C:\Program Files\UeWI\Samples\Siebel directory. The import creates one workflow record.

2–20

0000 0000–000


5. Click the ActivityQuery name to view the workflow and display the workflow process.

6. Repeat the steps 3 through 5 to import the ActivityUpsert workflow, using the file ActivityUpsert.xml in the same location.

0000 0000–000

2–21


7. Click the ActivityUpsert name to view the workflow and display the workflow process.

8. For each process, if the Status is not Active, select the record, and then click Activate. Once activated, the Siebel Import and XML Export Gateway robots can access the new workflows.

2–22

0000 0000–000


Test the Activity Query Workflow Test the ActivityQuery workflow using the Siebel Process Simulator. 1. Navigate to the Workflow Process Definition view in Siebel Call Center, and select the ActivityQuery workflow record. 2. Select Process properties.

.

3. For the IncomingXML property, click the ellipse in the Default String field to open the textbox.

0000 0000–000

2–23


4. Paste the following XML contents into the text box. * The resulting query should return all Activity records. Make sure the pasted text matches the above text. Text is case sensitive, and is indented only for readability. Entering carriage return and line feed characters are not required and may cause errors. 5. Select the Process Simulator view, and then click Start.

6. Click Next Step until you complete the workflow simulation. Each step is outlined as you progress through the workflow steps. If you complete the simulation successfully the workflow is at the End - Query Successful step.

2–24

0000 0000–000


7. Switch to Step Details view.

8. For the End - Query Successful record, select the ellipse in the Process Property Name column. The PropertySetProperty view opens.

0000 0000–000

2–25


9. Click the ellipse in the Value column of the record to display and review the XML SiebelMessage that results from the successful completion of the Workflow process simulation. If any records are found, you will see the XML data stream for those records.

Editing the Configuration Files Verify Entries 1. Locate the eapps.cfg file on the Siebel server (in the \sea601\SiebSrvr\BIN directory) and open it using the text editor of your choice. 2. Verify that the [eai] section contains a ConnectString definition and the EnableExtServiceOnly entry is set to True, as in the following example. [/eai] ConnectString = siebel.HTTP.none.none://HostName:2320/siebel/EAIObjMgr/HostName EnableExtServiceOnly = TRUE 3. Locate the eai.cfg file on the Siebel server (in the \sea601\SWEApp\bin directory) and open it using the text editor of your choice. 4. Verify the following information is in the eai.cfg file. [HTTP Services] siebel = SiebelService [SiebelService] Mode = PropertySet XML Converter Service = EAI XML Converter Service = EAI Siebel Adapter Method = Query

Add Entries to EAI.CFG 1. Add the following entries to the [HTTP Services] section. ActivityQuery = ActQuery ActivityUpsert = ActUpsert 2. After the [HTTP Services] section, add the following sections and entries. [ActUpsert] Mode = Document Service = ActivityUpsert Method = RunProcess [ActQuery] Mode = Document Service = ActivityQuery Method = RunProcess

2–26

0000 0000–000


Make the New Views Visible 1. Log on to Siebel Call Center using your Siebel Call Center log on. User Name: Your Siebel Call Center userid Password: Your Siebel Call Center userid Connect To: Server 2. From the Screens menu, select Application Administration, and then click Views. 3. In the View Applet, right-click the applet, and then select New Record. 4. In the View Name column, enter (or cut and paste) the names of the following new views you defined earlier in Siebel Tools. •

Activity Document Retrieval List View

•

Account Detail - UeWI Activities View

•

Contact Detail - UeWI Activities View

•

Contact List View (UeWI)

•

Contact - UeWI Correspondence View

•

Account - UeWI Correspondence View

•

Agreement - UeWI Correspondence View

•

Opportunity - UeWI Correspondence View

5. From the Screens menu, select Application Administration, and then click Responsibilities. 6. In the Responsibilities Applet in the View, query for the Responsibility to which you want to assign the new view. 7. In the Views applet, right-click the applet, and then select New Record. A list of all views is displayed. 8. Highlight the View Names you entered in step 4 above, and then click Add in the Add Views pick list. The new view is now assigned to a specific responsibility.

Configure the Siebel Client To use the correspondence views with Siebel Call Center, you must •

Set up a UeWI Index database Login ID.

•

Create and configure a new Data Source Name (DSN) on each client where you installed the Document Viewer for Siebel. This system ODBC connection provides a connection to the Index database and enables you to query the ATTRIBUTES table data. This access to the Siebel Object ID fields in the ATTRIBUTES table enables you to view the contents of all related Unisys e-Workflow & Imaging document.

0000 0000–000

2–27


Set Up the Login ID A DBA must set up one or more Login IDs with permissions to access certain Index database information. Refer to the UeWI Installation and Configuration Guide for information to set up Index database Login IDs. 1. Set up one or more Login IDs that have permissions to query the following Index database information: •

Table column names of the ATTRIBUTES table

•

ATTRIBUTES table data

2. As a precaution, do not allow update capability from this Login ID, even though the UeWI Correspondence functionality does not perform updates.

Create and Configure the DSN Use the Windows NT or Windows 2000 Administrative Tools to create and configure a Data Source (DSN), as follows: •

Select the ODBC driver for your site.

•

Use the following information to configure the DSN. Database Option

2–28

Value

Name

The name must be UeWICorrespondence and is case sensitive. There are no spaces in the name.

Description

Any description, such as UeWI Correspondence.

Server

The name of the SQL server where your Index database resides.

Login ID

The Index database userid.

Password

The password that corresponds to the Index database userid.

Default Database

The name of your Index database.

0000 0000–000

Section 3 Setting up UeWI to work with Siebel Call Center This section contains instructions to set up Unisys e-Workflow & Imaging to integrate with the Siebel Call Center. Before using these instructions you must have installed •

Unisys e-Workflow & Imaging server

•

Central Administration Console

•

Robot Manager, Siebel Import Robot, and XML Export Gateway Robot

•

Connector for Siebel Samples

The steps required to implement Unisys e-Workflow and Imaging with the Siebel Call Center include •

Setting up the workflow

•

Installing the index and query forms

•

Install the document class

•

Installing the user role

•

Setting up the Unisys e-Workflow & Imaging users

•

Configuring the Index Assistant and Document Viewer for Siebel

To follow these instructions you must •

Be familiar with Unisys e-Workflow & Imaging system administration functions, including Workflow Designer, Forms Creator, and Central Administration Console

•

Know how to perform operations such as adding functional security, creating and maintaining document classes, forms, routes, and roles.

0000 0000–000

3–1

Setting up UeWI to work with Siebel Call Center

Set Up the Workflow Connector for Siebel includes a sample workflow, Usiebel.rte, that you can use as is. Usiebel.rte includes the three worksteps used by the robots to export document data to Siebel and import Activity data from Siebel. If you already have an established workflow you can add the worksteps to your route. The sample route is tightly coupled with the sample index form, Applicat.frm. Usiebel.rte uses the following Applicat.frm fields •

Review_Complete

•

error_stat

•

New_doc

Connector for Siebel Worksteps Three worksteps are required for integration with the Siebel Call Center: •

Activity Export – used by the XML Export Gateway Robot

•

Act Exp Exception – used by the XML Export Gateway Robot

•

Call Center Work Entry – used by the Siebel Import Robot

Activity Export Workstep Type

Custom

Attributes

Inbox View

Worksets

Activity Export Activity ExportError

Sort

Normal, ascending by entry time

The Activity Export workstep is the queue from which the XML Export Gateway Robot retrieves incoming work. The robot then converts the form data into XML and sends it to Siebel. Incoming workitems to the Activity Export Workstep come from a single source, the Application Review workstep, and are routed to Activity Export only if information on the application is missing, inaccurate, or unreadable. If the Review Complete? check box on the index form is not checked, the item is sent to Siebel Call Center so a customer service representative can check the information. Next, the robot evaluates the success of the XML transmittal, updates the Applicat Form Field error_stat accordingly, and sends the workitem to the default. If the transmittal was successful, the error_stat field remains blank, and the postprocessing rule sends the workitem to the Remove from Workflow step. If the transmittal was unsuccessful, the robot updates the error_stat field, which invokes the postprocessing rule that sends the workitem to the Act Exp Exception workstep, where an administrator can identify the problem, repair, and reroute the workitem.

3–2

0000 0000–000


Act Exp Exception Workstep Type

Custom

Attributes

Inbox View

Worksets

Activity ExpException Activity ExpExceptiError

Sort


The Act Exp Exception workstep holds the documents that cannot be processed by the XML Export Gateway Robot. The process may fail because of errors or invalid XML syntax. An administrator reviews and resolves the workitems sent to Act Exp Exception workstep from the Activity Export workstep. The Act Exp Exception workstep has no pre- or postprocessing rules, and no destination worksteps. CallCenter WorkEntry Workstep Type

Custom

Attributes

Work Introduction Inbox View

Worksets

None

Sort


The CallCenter WorkEntry workstep is the queue to which the Siebel Import Robot delivers workitems coming from Siebel Call Center. These are either updates to existing Unisys e-Workflow & Imaging documents, or new workitems created by the Siebel Call Center activities. When processing incoming XML data, the Siebel Import Program identifies a workitem as a new or existing UeWI workitem by updating the New_doc field of the Applicat.frm and sending it to the default workstep. If the workitem already exists in Unisys e-Workflow & Imaging (an OBJECTID already exists), the preprocessing rule Route to Application Process If New_doc In APPLICAT = “N” sends the workitem to the Application Processing workstep. If the workitem is new, (an OBJECTID does not exist), the preprocessing rule Route to Completeness Review If New_doc In APPLICAT = “Y” sends the workitem to the Completeness Review workstep. There are no postprocessing rules in the CallCenter WorkEntry step.

0000 0000–000

3–3


Add the Worksteps to an Existing Route If you have an existing route, add the Activity Export and Call Center Work Entry worksteps to your route. Optionally, add the Act Exp Exception workstep to be used by the XML Export Gateway Robot for exception processing similar to the way it is used in the sample route. You can customize the names for these worksteps, but if you do, be sure to specify these names when you configure the Siebel Import and Export robots in the Robot Manager. For information about adding steps to an existing route, refer to the Workflow Designer help file.

Install the Route You can install the route on the enterprise or the domain. For more information about install routes, refer to the System Administration help file, sysadmin.chm. To install the route on the enterprise 1. Using the Central Administration Console client, select the Console Root, then select Workflow & Imaging, Administration, Enterprise, and then Routes. 2. On the General tab, locate and select Usiebel.rte. 3. On the Domain tab, select the domain that will use this route. To install the route on the domain 1. Using the Central Administration Console client, select the Console Root, then select Workflow & Imaging, Administration, the domain name, and then Routes. 2. Locate and select Usiebel.rte.

Install the Index and Query Forms Connector for Siebel Includes two sample forms and several views that you can use as is. The forms are •

Applicat.frm

•

Applicationquery.frm

Refer to Appendix D for a description of the fields and views on these forms.

3–4

0000 0000–000


Applicat.frm Applicat.frm has two pages. The first page contains •

Customer data relevant to the contact and accounts,

•

Information about the document

•

Fields used by the Unisys e-Workflow & Imaging workflow

•

Siebel Call Center Row IDs

•

Opportunity and Agreement Name

The Row IDs, Opportunity and Agreement Name are used by Index Assistant for Siebel to look up and identify the Siebel Business Objects.

0000 0000–000

3–5


The second page contains data used by the Index Assistant and the XML Export Gateway Robot. This information is typically input by the indexer or automatically data captured.

There are four form views in Applicat.frm: •

FULLVIEW contains all fields

•

SQL view contains the fields that are written in the Attributes table. Creating the SQL view is easily done by running the SQLVIEW utility program.

•

INBOX view contains the fields that are displayed when the user opens their inbox.

•

HIDDEN view, in combination with the FULLVIEW, is used by the XML Export Gateway Robot (user name is erobot) to determine the fields that are sent to Siebel to create the activity record. Any field not specified in the HIDDEN view and specified in the FULLVIEW is sent to Siebel.

You can assign form views to users based on the your requirements. Note that the XML Export Gateway Robot administrative user (erobot) must have views assigned such that fields identified in these views are the fields that make up the XML data stream. In the Applicat.frm, the form views assigned to erobot are: FULLVIEW and HIDDEN.

3–6

0000 0000–000


Applicationquery.frm Applicationquery.frm is a sample query form associated with Applicat.frm that enables you to search for documents related to Siebel Call Center activities.

Install the Forms Install the index form at the enterprise level, and the query form at either the enterprise or domain level. For information about creating and maintaining forms, refer to the Forms Creator help file. For more information about installing the forms, refer to the System Administration help file, sysadmin.chm. To install Applicat.frm on the enterprise 1. Using the Central Administration Console client, select the Console Root, then select Workflow & Imaging, Administration, Enterprise, and then Forms. 2. On the General tab, do the following: •

Locate and select Applicat.frm.

•

Type Applicat in the Name field.

•

Locate and select Applicat.vba.

3. On the Class tab, if present, select Application. 4. On the Domain tab, select the domain. To install the Applicationquery.frm on the enterprise 1. Using the Central Administration Console client, select the Console Root, then select Workflow & Imaging, Administration, Enterprise, and then Queries. 2. On the General tab, locate and select Applicationquery.frm. 3. On the Domain tab, select the domain.

0000 0000–000

3–7


To install the Applicationquery.frm on the domain 1. Using the Central Administration Console client, select Console Root, then Workflow & Imaging, Administration, the domain name, and then Queries. 2. On the General tab, locate and select Applicationquery.frm.

Install the Document Class You must set up a document class called Application for the Applicat.frm to use. For more information about creating and installing document classes, refer to the Sytem Administration help file, sysadmin.chm. To install the document class on the enterprise 1. Using the Central Administration Console client, select the Console Root, then select Workflow & Imaging, Administration, Enterprise, and then Classes. 2. On the General tab, type Application in the Name field. 3. On the General tab – Form, select Applicat. 4. On the Attributes tab, in the Document field name, select Description. The description field, populated by the Index Assistant, contains Contact Last Name, Document Date, and Document Type. 5. On the Domain tab, select the domain that will use this class To install the document class on the domain 1. Using the Central Administration Console client, select the Console Root, then select Workflow & Imaging, Administration, the domain name, and then Classes. 2. On the General tab, type Application in the Name field. 3. On the General tab – Form, select Applicat. 4. On the Attributes tab, in the Document field name, select Description. The description field, populated by the Index Assistant, contains Contact Last Name, Document Date, and Document Type.

Install the Role To enable a Client Work Manager user to look up and cross reference Unisys e-Workflow & Imaging documents to Siebel Business Objects, you must create a desktop for these users. You can use the new role, siebeluser, which uses the sample desktop, siebeluser.dsk, as is, or you can use the siebeluser.dsk as a base for customizing the Client Work Manager Desktop. The siebeluser Deskop contains the Siebel Preferences shortcut. Before using a role, you must install the role on the enterprise. For more information about installing roles refer to the System Administration help file sysadmin.chm. For information about customizing a Desktop, refer to the Client Work Manager help file, WorkMgr.chm.

3–8

0000 0000–000


To install the role on the enterprise 1. Using the Central Administration Console client, select the Console Root, then select Workflow & Imaging, Administration, Enterprise, and then Classes. 2. On the General tab, locate and select the sample Desktop siebeluser.dsk. 3. On the User tab, select the users who will use the siebeluser Desktop. 4. One the Domain tab, select the domain of the users who will be using the siebeluser Desktop.

Set Up Unisys e-Workflow & Imaging Users You must set up administrative users for the Siebel Import and Export Robots, and users for Index Assistant and Document Viewer for Siebel. For more information about setting up users, refer to the System Administration help file, sysadmin.chm.

Configure the Robot User IDs The XML Export Gateway Robot and the Siebel Import Robot each require a User ID and password. You set these up using the Central Administration Console User Properties dialog box. You must identify these users when you configure the robots in the Robot Manager. 1. Using the Central Administration Console client, select the Console Root, then select Workflow & Imaging, Administration, Enterprise, and then Users. 2. Assign the following as indicated. These two worksets are in the Usiebel.rte •

On the Inbox tab, assign the Activity Export workset and the form views called FULLVIEW and HIDDEN to the XML Export Gateway Robot.

•

On the Outbox tab, assign the CallCenterWorkEntry workstep to the Siebel Import Robot.

3. Set up functional security for each robot, if needed.

Configure the Index Assistant and Document Viewer for Siebel Users 1. Using the Central Administration Console client, select the Console Root, then select Workflow & Imaging, Administration, Enterprise, and then Users. 2. Give some Index Assistant users access to the sample Application Query form. 3. Set up functional security for each Index Assistant and Document Viewer for Siebel user. Keep in mind that users of the Document Viewer for Siebel adhere to the Unisys e-Workflow & Imaging functional security for notes and markups.

0000 0000–000

3–9


Configure the Robots For additional information about configuring the robots, refer to the Robot Manager help file, RobotManager.chm.

Configure the XML Export Gateway Robot Use these instructions to configure the XML Export Gateway Robot to export Unisys eWorkflow & Imaging data to the Siebel Call Center. 1. From the Robot Manager, right-click the XMLExportGatewayRobot icon and then choose Properties. 2. On the General tab, do the following:

3–10

•

Enter the Username and Password you created earlier.

•

Enter a domain name.

•

Click the Test the Workflow UserID button to populate the Workset field, and then select the Workset Activity Export.

•

Change the Delay Interval, if desired. The default is 1 minute.

•

Locate and select the XML Mapping Definitions File, for example Siebel XML Export Mapping Definitions.xml.

•

Click Apply to save your selections.

0000 0000–000


3. On the XML Output Tab do the following: •

Enter a Name and Description for the Siebel HTTP Gateway Information.

•

Check Enable XML HTTP Gateway.

•

Locate the path and select the Output Filename. The default is xmlOutput.xml.

•

Change the Max File Size, if desired.

•

Change the Max File Enumerations, if desired. Valid values are 1-999.

•

Check Enable XML File Output. If you do not check this option, no output file is generated.

•

Click Add to create the new gateway using the Gateway Configuration Wizard.

0000 0000–000

3–11


4. On the first screen of the Wizard, do the following: •

Change the Configuration Name and Description if desired. If you change the Configuration Name, the new name cannot contain spaces, a slash ( / ), or a period ( . ).

•

Select Siebel Gateway.

•

Click Next.

5. On the next screen, click Create a New Gateway, and then click Next.

3–12

0000 0000–000


6. On the next screen, do the following: •

Enter the Username and Password of the HTTP host.

•

Enter the IP address or name of the Remote Host.

•

Enter eai for the Document. The URL will be generated from the Remote Host and Document fields. You can manually edit the URL.

•

Click Next.

7. On the next screen, the HTTP Login will be generated from the Remote Host, Document, User Name, and Password of the HTTP host. You can manually edit the HTTP Login.

0000 0000–000

3–13


8. Do one of the following, and then click Next. •

Click Test Logon to obtain the Login Response.

•

Type in a Login Response then click Test Logon to test the Login Response. If the test is successful, you see the following message. Click Yes to accept the response, or No to reject it and enter a different response.

9. On the next screen, the HTTP Logoff will be generated from the Remote Host, Document of the HTTP host. You can manually edit the HTTP Logoff.


Click Test Logoff to obtain the Logoff Response.

•

Type in a Logoff Response then click Test Logoff to test the Logoff Response. If the test is successful, you see a message indicating successful logoff. Click Yes to accept the response, or No to reject it and enter a different response.

11. On the next screen, the HTTP Send Data string will be generated from the Remote Host, Document of the HTTP host. You can manually edit the HTTP Send Data string.

3–14

0000 0000–000


12. Do the following: •

Enter valid sample XML data into the Test XML Data field, and then click Test Send Data to obtain the Send Data Response.

•

Enter valid sample XML data into the Test XML Data field, and a response in the Send Data Response field, and then click Test Send Data.

•

Click Yes to accept the response, or No to reject it and enter a different response.

13. Click Back to review or change any settings, or click Finish to return to the XML Output tab. 14. Click Apply to save the settings. 15. On the Logging Tab, do the following: •

Check a logging level. There are four levels: 1. Critical 2. Warning 3. Informational 4. Debug. Critical displays the least detail while Debug displays the most detail. Checking any level automatically checks any lower levels. For example, if you check 3. Informational, you also log 2. Warning and 1. Critical messages. If none are checked, logging is turned off.

•

Select or enter a Filename for the log.

•

Check Delete Logfile on Startup to overwrite all information in the log file each time it runs. The deleted log is sent to the Recycle Bin.

0000 0000–000

3–15


•

Specify the field on the Index form that holds the error descriptions for Siebel Activity record creation. Example error descriptions might include Invalid XML or Error while Upserting The default is error_stat.

16. Click OK.

Configure the Siebel Import Robot Use these instructions to configure the Siebel Import Robot for integration with Siebel Call Center. 1. From the Robot Manager, right-click the SiebelImportRobot icon and then choose Properties. 2. On the General tab, do the following:

3–16

•

Enter the Username and Password you created earlier.

•

Enter a domain name.

•

Click the Test the Workflow UserID button to populate the Workset field, and then select the Workset CallCenter WorkEntry.

•

Change the Delay Interval, if desired. The default is 1 minute.

•

Locate and select the XML Mapping Definitions File, for example Siebel XML Import Mapping Definitions.xml.

0000 0000–000


•

Click Apply to save your selections.

3. On the XML Input Tab, do the following: •

Enter a Name and Description for the Siebel HTTP Gateway Information.

•

Check Enable XML HTTP Gateway.

•

Locate the path and select the Output Filename. The default is Audit.xml.

•

Change the Max File Size, if desired.

•

Check Enable Audit File Output. If you do not check this option, no output file is generated.

0000 0000–000

3–17


•

Click Add to create the new gateway using the Gateway Configuration Wizard.

4. On the first screen of the Wizard, do the following:

3–18

•

Change the Configuration Name and Description if desired. If you change the HTTP Gateway Configuration Name, the new name cannot include spaces, a slash ( / ), or a period (.) .

•

Click Next.

0000 0000–000


5. On the next screen, click Create a New Gateway, and then click Next.

6. On the next screen, do the following: •

Enter the Username and Password of the HTTP host.

•

Enter the IP address or name of the Remote Host.

•

Enter eai for the Document. The URL will be generated from the Remote Host and Document fields. You can manually edit the URL.

•

Click Next.

0000 0000–000

3–19


7. On the next screen, the HTTP Activity Query Login will be generated from the Remote Host, Document, User Name and Password of the HTTP host. You can manually edit the HTTP Activity Query Login.

8. Do one of the following, and then click Next.

3–20

•

Click Test Logon to obtain the Activity Query Resposne.

•

Type in a HTTP Activity Query Response then click Test Logon to test the response. If the test is successful, you see the following message. Click Yes to accept the response, or No to reject it and enter a different response.

0000 0000–000


9. On the next screen, the HTTP Activity Upset Login will be generated from the Remote Host, Document, User Name and Password of the HTTP host. You can manually edit the HTTP Activity Upsert Login.


Click Test Logon to obtain the Activity Upsert Response.

•

Type in an HTTP Activity Upsert Response then click Test Logon to test the response. If the test is successful, you see a message indicating success. Click Yes to accept the response, or No to reject it and enter a different response.

11. On the next screen, the HTTP Logoff will be generated from the Remote Host, and Document fields of the HTTP host. You can manually edit the HTTP Logoff.

0000 0000–000

3–21



Click Test Logoff to obtain the Logoff Response.

•

Type in a Logoff Response then click Test Logoff to test the response. If the test is successful, you see a message indicating successful logoff. Click Yes to accept the response, or No to reject it and enter a different response.

13. On the next screen, the HTTP Send Data string will be generated from the Remote Host, Document of the HTTP host. You can manually edit the HTTP Send Data string. 14. Do one of the following: •

Enter valid sample XML data into the Test XML Data field, and then click Test Send Data to obtain the Send Data Response.

•

Enter valid sample XML data into the Test XML Data field, and enter a response string in the Send Data Response field, and then click Test Send Data. Click Yes to accept the response, or No to reject it and enter a different response.

15. Click Back to review or change any settings, or click Finish to return to the XML Output tab. 16. Click Apply to save the settings.

3–22

0000 0000–000


17. On the Logging Tab, do the following: •

Check a logging level. There are four levels: 1. Critical 2. Warning 3. Informational 4. Debug Critical displays the least detail while Debug displays the most detail. Checking any level automatically checks any lower levels. For example, if you check 3. Informational, you also log 2. Warning and 1. Critical messages. If none are checked, logging is turned off.

•

Select or enter a Filename for the log.

•

Check Delete Logfile on Startup to overwrite all information in the log file each time it runs. The deleted log is sent to the Recycle Bin.

•

Specify the field on the Index form that holds the error descriptions for Siebel Activity record creation. The default is error_stat.

18. Click Apply.

0000 0000–000

3–23


19. On the Advanced tab, you can retrieve default values by clicking Restore Defaults, or do the following: •

Select Application from the Class list.

•

Enter a name template in the Name field. This template is used when creating new documents. The Name template can be anything you want but cannot contain the slash ( / ) or back slash ( \ ) characters, nor can it include the percent sign ( % ) unless indicating the use of a recognized Unisys e-Workflow & Imaging function. For example, %now is a function that indicates that the Siebel Import Robot will add the date and time to the document name template to create the new document name. Functions used in the document Name template must be within quotes. Refer to the Robot Manager help file for valid name templates.

•

Enter New_doc in the Fieldname Indicating New Documents field. New_doc is the field name in the index form which indicates “new document”.

•

Enter a valid XML data string in the Siebel Query String and Siebel Upsert String fields, or use the defaults. The Siebel Query String contains the field names and values required to search the Siebel Activity record and determine which records to retrieve from Siebel. The Siebel Upsert String contains the field names and values that update the Siebel Activity record after successfully updating the Unisys e-Workflow & Imaging document.

20. Click OK.

3–24

0000 0000–000


Configure the Document Viewer User Before you configure the Document Viewer for Siebel, you must •

Install Connector for Siebel, Document Viewer for Siebel on a client workstation where Siebel Call Center is installed.

•

Set up a Unisys e-Workflow & Imaging user name and password.

•

Know the department (domain) name.

To configure the Document Viewer user 1. From the Windows Start menu, point to Programs, Unisys e-Workflow & Imaging, and then click Siebel Preferences.

2. On the Document Viewer tab, enter a valid Unisys e-Workflow & Imaging User name and Password. 3. Enter or select a Department (domain). 4. Enter the maximum number of Document Viewers you can open simultaneously. You can enter any number >0 to specify the maximum number of document windows you can open at the same time. For example, if you enter 3, you can open 3 documents, in 3 separate windows. When you open the fourth, this new document replaces the one in the oldest window. The fifth document replaces the one in the next oldest window, and so forth. Enter -1 for an unlimited number of viewers. Each document opens in a new window until you run out of memory. 5. Click OK. 6. When asked if you want to save the changes, click Yes.

0000 0000–000

3–25


Configure the Index Assistant User Before you configure the Index Assistant for Siebel, you must •

Install Connector for Siebel, Index Assistant for Siebel on a client workstation where Client Work Manager Professional Edition (with VBA Add-on) is installed.

•

Set up a Siebel Call Center user name and password.

To configure the Siebel Call Center user 1. From the Windows Start menu, point to Programs, Unisys e-Workflow & Imaging, and then click Siebel Preferences.

2. On the Index Assistant tab, locate and select a Configuration File, for example, uagent.cfg. 3. Select a Connect to option from the list, usually Server. 4. Enter a valid Siebel Call Center User name and Password. 5. Locate and select an XML Mapping Definitions File. Select one of the following files, or select a file you created: •

Siebel XML IAS Mapping Definitions.xml

•

Siebel XML IAS Mapping Definitions for Contact Address.xml

6. Check Index Assistant Enabled. 7. Click OK. 8. When asked if you want to save the changes, click Yes.

3–26

0000 0000–000


Configure the Index Assistant Nicknames To configure the Nicknames file In the Windows Explorer, copy IAS Names.txt from the Program Files\UeWI\Samples\Siebel folder to the UeWI install directory (default is Program Files\UeWI).

0000 0000–000

3–27


3–28

0000 0000–000

Section 4 Customizing Connector for Siebel This section contains information to help you customize forms and create the XML Mapping Definitions files required for implementation of the Connector for Siebel.

Add a New Form This section is a high level description of the tasks needed to use the Unisys e-Workflow & Imaging image repository with a customized Siebel Call Center solution. The instructions in this section are based on a scenario where an organization is offering a new service to customers and would like to enable the Siebel Call Center users to view incoming paper-based and electronic applications. The following list of tasks assumes you are using the Index Assistant for Siebel to link Unisys e-Workflow & Imaging to Siebel Call Center. 1. Gather the following prerequisite information for customization of the Connector for Siebel from the following sources: •

Examine the paper-based or electronic form, noting all data items listed. Typically, all data items should go on the new form.

•

Identify the Siebel Business Object, the Business Components, and the Views used by the Call Center to handle and process incoming applications.

•

Identify key index fields in Siebel Call Center that correspond to the fields on the existing paper or electronic form. Also identify other required Siebel Call Center fields to use on the new form. Use Siebel Tools to determine the data types and lengths of these fields.

2. Create and add a new form, or modify and replace an existing form using the Forms Creator. At a minimum, the index form must included the following fields for row mapping: •

Contact_row_Id

•

Account_row_Id

•

Opportunity_row_Id

•

Agreement_row_Id

Also include all fields identified in step 1 above. 3. Create new form views or modify existing ones to accommodate the changes you made to the form fields. Different views enable robot users and other UeWI users to access different subsets of the form tailored to the process requirements.

0000 0000–000

4–1

Customizing Connector for Siebel

4. Modify the Applicat.VBA file to reflect any changes in the form user exits. You can skip this step if you do not need to change the value of a new field or to use it as part of another field. 5. Create a new or modify an existing XML Mapping Definitions file using the instructions in the following section, Create an XML Mapping Definitions File. Update changes to the Field Name, path, Output Default Value, and Search Order. 6. Add the form to the Unisys e-Workflow & Imaging enterprise and domain. For more information about adding forms to the enterprise or domain, refer to the System Administration help file, sysadmin.chm. 7. Update the UeWI workflow route, using the Workflow Designer if the additional form fields require different form processing; for example, processing by a different or additional department.

Create an XML Mapping Definitions File Use the instructions that follow to create custom XML Mapping Definitions files for the Connector for Siebel. You can use either the Central Administration Console (CAC) or the XML Gateway Console to create the map files. XML Gateway Console administers only the XML Gateway, whereas the CAC can administer the XML Gateway as well as other UeWI modules. The pictures show examples from the CAC. To create an XML Mapping Definitions File, you must •

Create a Field Map

•

Map the Fields

•

Generate the XML Mapping Definitions file

•

Examine the XML Mapping Definitions file

Before You Begin The following files are required to generate a Connector for Siebel XML Mapping Definitions file. The Destination column indicates the default location of the files on the CAC Server. The Resources Folder Name indicates the Resource name as it appears in the Console.

File

Destination

Equivalent Resource Folder Name

Siebel XML Reference Schema.xml

\\CAC_Enterprise_Sysobject s\XMLGateway\XML

XML Documents

Siebel XML Template.xml

\\CAC_Enterprise_Sysobject s\XMLGateway\Template

Export Templates

If they were deleted or omitted from the installation, copy them from the Program Files\UeWI\Samples\Siebel directory on the CAC Server to the node directories listed in the above table.

4–2

0000 0000–000


Log onto the Console 1. From the Start menu, point to Programs, then Unisys e-Workflow & Imaging, and then select one of the following: •

UeWI XML Gateway Console

•

UeWI Console

2. From the Console Root, expand the Workflow & Imaging folder and the XML Gateway node.

3. When prompted, logon to UeWI using the administrator Username and Password.

Check for Required Resources Navigate to the Resources folder, and make sure the following files are present in the specified subfolders:

File

Resource Folder

Siebel XML Reference Schema.xml

XML Documents

Siebel XML Template.xml

Export Templates

0000 0000–000

4–3


Create a Field Map 1. Expand the Field Maps node and ensure that the following maps are present. •

Siebel XML Export Mapping Definitions.xml

•

Siebel XML Import Mapping Definitions.xml

•

Siebel XML IAS Mapping Definitions.xml

•

Siebel XML IAS Mapping Definitions for Contact Address.xml

If these files are not present in the Console, refer to the UeWI Installation and Configuration Guide for instructions to load them. 2. Right-click the Field Maps node, and then click New.

4–4

0000 0000–000


3. On the General tab of the Field Map Properties dialog box, do the following: •

Enter a name for the map in the Name field, up to 64 characters. It is recommended that you assign the same name to this map as you assign to the XML Mapping Definitions file you will create from the map, if you are creating only one XML Mapping Definitions file.

•

Select Unrestricted Use to create a Field Map for the Connector for Siebel.

•

Clear both check boxes, if necessary.

0000 0000–000

4–5


4. On the XML tab of the Field Map Properties dialog box, select Siebel XML Reference Schema.xml from the Source File list. Once selected, the source file is identified as an XML Root Element.

5. On the UeWI tab, select Applicat (Application) from the Form Name (Class) list, or select the name of a custom form.

4–6

0000 0000–000


Note: You must load either the Applicat form or a custom form at the enterprise level. The Applicat form is installed in the Program Files\UeWI\Samples\Siebel directory when you install the Connector for Siebel Samples. Refer to the system administration help file, sysadmin.chm for information to install forms and classes at the enterprise or domain levels.

6. Click Apply to commit the new field map information to the server.

0000 0000–000

4–7


Form Mapping Properties Form Mapping Properties enables you to map export and import values field by field. The Form Mapping Properties dialog box includes three tabs described below.

4–8

•

XML Gateway Tab – The XML Gateway tab is used to create XML files for the import and export processes in the Connector for Siebel. You map form fields to Siebel Business Object fields. You can also specify an Output Default Value. You might use an Output Default Value if there is no field on the form that matches a Siebel Business Object field. The Output Default Value provides an initial value when the Siebel application needs a value to commit an incoming UeWI record.

•

Siebel Index Assistant Tab – The Siebel Index Assistant tab is used to create XML files for the Index Assistant for Siebel. You map the form fields to fields on the Siebel Business Object screens and views. You can also specify the search order and direction. The search order value specifies the Backoff logic order. The mapping direction indicates whether data is being exported from, or imported to UeWI.

•

Summary Tab – The Summary tab is a cumulative view of the mapping selections of the XML Gateway and Siebel Index Assistant tabs in tabular format. You can change the map properties of each table row.

0000 0000–000


Map the Fields Unisys recommends that you use the sample files in the Program Files\UeWI\Samples\Siebel directory on the CAC Server and the Field Maps provided with CAC to guide you in creating new XML Mapping Definitions files. Map all export and import values one field at a time, using the following procedure. 1. From the Console tree, right-click on the field map you created earlier, and then click Form Mapping Properties.

2. Select one of the following tabs: •

XML Gateway

•

Siebel Index Assistant

0000 0000–000

4–9


3. To map a Siebel Business Object field to the corresponding UeWI form field, do one of the following: •

Click a Siebel Business Object field from the reference schema list in the left pane; click a UeWI form field from the list in the middle pane, and then click >.

•

Click a UeWI form field from the list in the middle pane, click a Siebel Business Object field from the reference schema list in the left pane, and then click

Connector for Siebel Implementation Guide - Public Support Login

Connector for Siebel Implementation Guide - Public Support Login

Suggest Documents

Siebel Business Process Implementation Guide - Oracle ...

Case Management Implementation Guide - Login - Salesforce.com

Campaign Management Implementation Guide - Login - Salesforce ...

Force.com Sites Implementation Guide - Login - Salesforce

Single Sign-On Implementation Guide - Login - Salesforce.com

Cisco Unified CRM Connector for Siebel Release 9.0(x)

Siebel eService Administration Guide for Siebel Open UI

Siebel Communications Guide

Siebel Pricing Administration Guide

Security Guide for Siebel eBusiness Applications - Writersplus.com

Siebel Installation Guide for Microsoft Windows - Oracle ...

Siebel Order Management Guide Addendum for Communications

Security Guide for Siebel eBusiness Applications - Oracle ...

Language Support for Connector Abstractions - Semantic Scholar

Language Support for Connector Abstractions - Semantic Scholar

Siebel Server Administration Guide - Free

Siebel Reports Guide - Oracle Documentation

Siebel Security Guide - Oracle Documentation

BIC Track Application Release Notes - Public Support Login - Unisys

Siebel Fundamentals for Siebel Open UI - Oracle ...

Connector for SAP Guide - RightFax Fax Server

Oracle Identity Manager Connector Guide for Webservices

program guide - Login For Uae GSRC

MySQL Connector/ODBC Developer Guide