oracle utilities customer self service implementation guide · oracle utilities customer self...

Oracle Utilities

Customer Self Service

Implementation Guide

Release 2.1.0

E24862-08

September 2013

Oracle Utilities Customer Self Service Implementation Guide ii

Oracle Utilities Customer Self Service Implementation Guide

Release 2.1.0

E24862-08

September 2013

Copyright 2011, 2013, Oracle and/or its affiliates. All rights reserved.

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Oracle Utilities Customer Self Service Implementation Guide iii

Table of Contents

Chapter 1

Product Overview ................................................................................................................................................ 19

Functional Overview ............................................................................................................................................................ 19

Technical Overview ............................................................................................................................................................. 21

Security ........................................................................................................................................................................... 21

OUCSS Architecture ........................................................................................................................................................ 22

Additional Resources .......................................................................................................................................................... 24

Chapter 2

OUCSS Implementation ...................................................................................................................................... 26

OUCSS Web Services ........................................................................................................................................................ 26

OUCSS Portal Application (Residential) ............................................................................................................................. 33

Portal Pages .................................................................................................................................................................... 34

Visible Public Pages ................................................................................................................................................. 34

Hidden Public Pages ................................................................................................................................................ 34

Visible Secured Pages ............................................................................................................................................. 34

Hidden Secured Pages............................................................................................................................................. 35

OUCSS Taskflows dropped on each Page .................................................................................................................. 36

Public Pages ................................................................................................................................................................ 36

Home .................................................................................................................................................................... 36

Reset Password .................................................................................................................................................... 36

Register ................................................................................................................................................................ 36

Outage List ........................................................................................................................................................... 36

Outage Map .......................................................................................................................................................... 36

Report Outage (Public) ......................................................................................................................................... 36

Secure Pages ........................................................................................................................................................... 36

Oracle Utilities Customer Self Service Implementation Guide iv

Accounts ............................................................................................................................................................... 36

Dashboard (Post Paid Account) ............................................................................................................................ 36

Dashboard (Pre Paid Account) ............................................................................................................................. 37

Financial History ................................................................................................................................................... 37

Budget Billing ........................................................................................................................................................ 37

View Bill ................................................................................................................................................................ 37

Payment Arrangement .......................................................................................................................................... 37

Compare Rates ..................................................................................................................................................... 37

Usage ................................................................................................................................................................... 38

Personal Information ............................................................................................................................................. 38

My Outage Details ................................................................................................................................................ 38

Report Outage (Premise) ...................................................................................................................................... 38

Start Service ......................................................................................................................................................... 38

Stop Service ......................................................................................................................................................... 38

Transfer Service ................................................................................................................................................... 38

New Customer ...................................................................................................................................................... 38

User Profile ........................................................................................................................................................... 38

Notification - Inbox ................................................................................................................................................ 38

Notification - Profile ............................................................................................................................................... 39

Notification - Preferences ...................................................................................................................................... 39

Forms - Log an Issue ............................................................................................................................................ 39

Forms List ............................................................................................................................................................. 39

Billing History (Old Supported Portlets)................................................................................................................. 39

Usage Details(Old Supported Portlets) ................................................................................................................. 39

Secure Hidden Pages .............................................................................................................................................. 39

Scalar Read .......................................................................................................................................................... 39

Pay Now ............................................................................................................................................................... 39

Manage Address ................................................................................................................................................... 39

Manage Phone ..................................................................................................................................................... 39

Manage Auto Pay ................................................................................................................................................. 40

Manage Bill Notify ................................................................................................................................................. 40

Manage EBill ......................................................................................................................................................... 40

Form Update ......................................................................................................................................................... 40

Account Documents .............................................................................................................................................. 40

Portal Resources ............................................................................................................................................................. 40

Portal Context .............................................................................................................................................................. 40

Generic Login ........................................................................................................................................................... 40

Context Specific Login .............................................................................................................................................. 41

Page Template ............................................................................................................................................................. 42

Preview of Swooshy Page Template .................................................................................................................... 42

Oracle Utilities Customer Self Service Implementation Guide v

Navigation .................................................................................................................................................................... 42

Navigation Model for Public Users ........................................................................................................................ 43

Navigation Model for Residential Users ................................................................................................................ 43

Navigation Model for Authenticated Users ............................................................................................................ 43

Navigation Model for OUCSS Admin Users .......................................................................................................... 43

Navigation Model for WSSCSR User .................................................................................................................... 44

Navigation Model for Invalid User ......................................................................................................................... 44

Resource Catalog ........................................................................................................................................................ 44

Reference Security Roles ................................................................................................................................................ 45

Enterprise Groups ........................................................................................................................................................ 45

Pre-configured Users ................................................................................................................................................... 45

OUCSS Portal Application (Commercial) ............................................................................................................................ 46

Portal Pages .................................................................................................................................................................... 46

OUCSS Taskflows (Commercial Pages) ...................................................................................................................... 46

Secure Pages ........................................................................................................................................................... 46

Set Management .................................................................................................................................................. 46

Financial History ................................................................................................................................................... 46

Usage Compare .................................................................................................................................................... 46

Usage Aggregate .................................................................................................................................................. 46

Portal Resources ............................................................................................................................................................. 47

Navigation .................................................................................................................................................................... 47

Navigation Model for Commercial Users ............................................................................................................... 47

Resource Catalog ........................................................................................................................................................ 47

Resource Catalog for Commercial User ............................................................................................................... 47

OUCSS Application Configuration (Admin) ......................................................................................................................... 47

Customer Search ............................................................................................................................................................. 47

OUCSS User Search ................................................................................................................................................... 47

Account Search by Account Id ..................................................................................................................................... 48

Name and Address Search .......................................................................................................................................... 48

Access Roles ................................................................................................................................................................... 48

Labels .............................................................................................................................................................................. 48

Labels in Oracle Utilities Customer Care and Billing .................................................................................................... 49

Language ........................................................................................................................................................................ 49

Edge Application .............................................................................................................................................................. 49

Line of Business .............................................................................................................................................................. 50

Lookup ............................................................................................................................................................................. 50

Portal Resource Management (Lookups) .................................................................................................................... 51

Site Template ........................................................................................................................................................... 51

Updating Default Site Template ............................................................................................................................ 51

Adding New Site Template ................................................................................................................................... 51

Oracle Utilities Customer Self Service Implementation Guide vi

Navigation ................................................................................................................................................................ 51

Updating Default Navigation ................................................................................................................................. 51

Adding New Navigation......................................................................................................................................... 51

Resource Catalog ..................................................................................................................................................... 52

Updating Default Catalog ...................................................................................................................................... 52

Adding New Catalog ............................................................................................................................................. 52

Login Landing Page ................................................................................................................................................. 52

Updating Default Landing Page ............................................................................................................................ 52

Adding New Landing Page ................................................................................................................................... 52

Lookups in Oracle Utilities Customer Care and Billing ................................................................................................. 53

Lookups in Oracle Utilities Meter Data Management ................................................................................................... 53

Offer Set .......................................................................................................................................................................... 54

Banner ......................................................................................................................................................................... 54

Standard ...................................................................................................................................................................... 54

Column......................................................................................................................................................................... 54

Promotions ............................................................................................................................................................... 55

Rates ........................................................................................................................................................................ 55

Offer Service (Web Service) ........................................................................................................................................ 55

To Configure Offers with Your Own Web Service .................................................................................................... 55

Account Enrollment Web Service .................................................................................................................................... 56

XML Schema ............................................................................................................................................................ 56

Input ......................................................................................................................................................................... 57

MainData .................................................................................................................................................................. 57

Output....................................................................................................................................................................... 57

Processing ................................................................................................................................................................ 57

How to Invoke the Web Service ............................................................................................................................... 58

Security ........................................................................................................................................................................... 58

Taskflow/Portlet Security Overview .............................................................................................................................. 58

How to Configure Security Settings ............................................................................................................................. 58

User .......................................................................................................................................................................... 58

Security .................................................................................................................................................................... 58

Field Level Security ...................................................................................................................................................... 59

Portlets ............................................................................................................................................................................ 59

Message .......................................................................................................................................................................... 59

Trains .............................................................................................................................................................................. 60

Train Portlet Maintenance Grid .................................................................................................................................... 60

Configuration Properties (System) ................................................................................................................................... 60

Resources ....................................................................................................................................................................... 63

Portal Resources ......................................................................................................................................................... 64

Resources in Oracle Utilities Customer Care and Billing ............................................................................................. 64

Oracle Utilities Customer Self Service Implementation Guide vii

Chapter 3

Customer Care and Billing Configuration ........................................................................................................ 65

Oracle Utilities Customer Care and Billing Configuration .................................................................................................... 65

Self-Service Integration Master Configuration ................................................................................................................. 65

Self-Service Task Types .................................................................................................................................................. 66

Campaigns and Packages ............................................................................................................................................... 66

Admin Data Setup ........................................................................................................................................................... 66

Self-service Master Configuration ................................................................................................................................ 67

Displaying Self-Service Alerts ...................................................................................................................................... 67

Enrolling Accounts ....................................................................................................................................................... 68

Account List Filtering .................................................................................................................................................... 68

Account Documents ..................................................................................................................................................... 68

Payment Processing .................................................................................................................................................... 68

Self-Service Processing Scripts ................................................................................................................................... 69

Service Tasks .............................................................................................................................................................. 70

Notification Service Tasks ............................................................................................................................................ 71

Configuring Notification Tasks .................................................................................................................................. 72

Forms ........................................................................................................................................................................... 73

Configuring Form Service Tasks .............................................................................................................................. 73

Configuring Additional Form Types .......................................................................................................................... 74

Additional Customer Requests ..................................................................................................................................... 74

Budget Requests ...................................................................................................................................................... 75

Payment Arrangement Requests ............................................................................................................................. 75

Start/Stop Service Requests .................................................................................................................................... 76

External Communications ............................................................................................................................................ 77

XAI Configuration ......................................................................................................................................................... 77

XAI Sender ............................................................................................................................................................... 77

XAI Sender for Usage Request Integration Service .............................................................................................. 77

Outbound Message Type ...................................................................................................................................... 78

Usage Request Integration Service 78

External System .................................................................................................................................................... 78

Chapter 4

Meter Data Management Configuration ............................................................................................................ 80

Oracle Utilities Meter Data Management Configuration ...................................................................................................... 80

Self-Service Integration Master Configuration ................................................................................................................. 80

Self-Service Task Types .................................................................................................................................................. 80

XAI Inbound Services ...................................................................................................................................................... 81

Admin Data Setup ........................................................................................................................................................... 81

Self-service Master Configuration ................................................................................................................................ 81

Oracle Utilities Customer Self Service Implementation Guide viii

Multiple Accounts Aggregation/Comparison Details ................................................................................................. 82

Usage Calculation Skip Option ............................................................................................................................. 82

Calculation Function ............................................................................................................................................. 82

Temperature Details ................................................................................................................................................. 82

Usage Calculation Supported Usage Groups List .................................................................................................... 82

Supported Scalar Usage Groups List ....................................................................................................................... 82

Processing Service Scripts ....................................................................................................................................... 82

Service Task Types .................................................................................................................................................. 82

Create Scalar Read Service Task Type ................................................................................................................... 83

Service Provider .............................................................................................................................................................. 83

Temperature Zone Characteristic Type ....................................................................................................................... 83

Temperature Source Measuring Component ............................................................................................................... 83

Temperature Source Factor ......................................................................................................................................... 83

Service Point Business Object (Update) ...................................................................................................................... 83

Chapter 5

Network Management System Configuration ................................................................................................... 84

NMS Configuration .............................................................................................................................................................. 84

External ID Prefix ............................................................................................................................................................. 85

Chapter 6

CCB-MDM Integrated Flows ............................................................................................................................... 86

About the Products .............................................................................................................................................................. 86

Oracle Utilities Customer Care and Billing ....................................................................................................................... 86

Oracle Utilities Meter Data Management ......................................................................................................................... 86

Supported Business Processes .......................................................................................................................................... 86

Understanding the CCB-MDM Integrated Flows ................................................................................................................. 87

Technical Overview ......................................................................................................................................................... 87

Technical Flow ............................................................................................................................................................. 88

Integration Points ................................................................................................................................................................ 89

Self Service Usage Request Integration Flow ................................................................................................................. 89

Business Details .......................................................................................................................................................... 89

Technical Details .......................................................................................................................................................... 89

Integration Services ..................................................................................................................................................... 90

External Service Call .................................................................................................................................................... 90

Web Services ........................................................................................................................................................... 90

Implementing the CCB-MDM Integrated Flows ................................................................................................................... 91

Prerequisites.................................................................................................................................................................... 91

Configuring the Integration .............................................................................................................................................. 91

Oracle Utilities Customer Care and Billing Configuration ............................................................................................. 91

Oracle Utilities Meter Data Management Configuration ............................................................................................... 91

Oracle Utilities Customer Self Service Implementation Guide ix

Network Management System Configuration ............................................................................................................... 91

Data Synchronization ...................................................................................................................................................... 91

CCB-MDM for Self Service Integration Product Configuration......................................................................................... 92

Setting Configuration Properties .................................................................................................................................. 92

Setting System Properties............................................................................................................................................ 92

Domain Value Maps ..................................................................................................................................................... 93

Error Handling .............................................................................................................................................................. 94

Customization and Extension Methodology ........................................................................................................................ 94

Pretransformation Extension Point .................................................................................................................................. 94

Post Transformation Extension Point .............................................................................................................................. 94

Custom Transformations ................................................................................................................................................. 95

Steps to Implement Extension Points .............................................................................................................................. 95

Sample wsdl File with Binding and Service Details ...................................................................................................... 95

Steps to Implement Custom Transformations.................................................................................................................. 97

Data Mapping ...................................................................................................................................................................... 98

Usage Request Mapping ................................................................................................................................................. 98

Chapter 7

CSS Direct BPEL Flows .................................................................................................................................... 103

About the Products ............................................................................................................................................................ 103

Oracle Utilities Customer Care and Billing ..................................................................................................................... 103

Oracle Utilities Meter Data Management ....................................................................................................................... 103

Oracle Utilities Network Management System............................................................................................................... 103

Supported Business Processes ........................................................................................................................................ 104

Understanding the CSS Direct BPEL Flows ...................................................................................................................... 106

Technical Overview ....................................................................................................................................................... 107

Integration Points ........................................................................................................................................................... 107

CSS-NMS Flows ........................................................................................................................................................ 107

Outage Summary Integration Flow ......................................................................................................................... 107

Business Details ................................................................................................................................................. 107

Technical Details ................................................................................................................................................ 107

Technical Flow .................................................................................................................................................... 108

Integration Services ............................................................................................................................................ 108

External Service Call........................................................................................................................................... 109

DB Adapter Service 109

Get Outage Screen Info Integration Flow ............................................................................................................... 109



Technical Flow .................................................................................................................................................... 111


Oracle Utilities Customer Self Service Implementation Guide x



Web Services 112

Trouble Calls Interface Integration Flow ................................................................................................................. 112



Technical Flow .................................................................................................................................................... 113




Get Alerts Integration Flow ..................................................................................................................................... 114



Technical Flow .................................................................................................................................................... 117




Web Services ...................................................................................................................................................... 118

Outage Detail Integration Flow ............................................................................................................................... 118



Technical Flow .................................................................................................................................................... 120




Web Services ...................................................................................................................................................... 121

Outage Public Detail Integration Flow .................................................................................................................... 121



Technical Flow .................................................................................................................................................... 122




CSS-MDM Flows ....................................................................................................................................................... 123

Get Usage Detail Integration Flow .......................................................................................................................... 123



Technical Flow .................................................................................................................................................... 124



Oracle Utilities Customer Self Service Implementation Guide xi

Web Services 124

Get Consumption Summary (Meter Data Usage) Integration Flow ........................................................................ 125



Technical Flow .................................................................................................................................................... 126



Web Services 126

Add Scalar Meter Read Integration Flow ................................................................................................................ 126



Technical Flow .................................................................................................................................................... 128



Web Services 128

Usage Download Integration Flow .......................................................................................................................... 128



Technical Flow .................................................................................................................................................... 130


Web Services ...................................................................................................................................................... 131

Direct Usage Overview Integration Flow ................................................................................................................ 132



Technical Flow .................................................................................................................................................... 133



Web Services 133

Multiple Account Usage Aggregation Integration Flow ........................................................................................... 133



Technical Flow .................................................................................................................................................... 135



Web Services 135

Multiple Account Usage Comparison Integration Flow ........................................................................................... 136



Technical Flow .................................................................................................................................................... 137


Oracle Utilities Customer Self Service Implementation Guide xii


Web Services 137

CSS Account Documents Flows ................................................................................................................................ 138

Upload Document Integration Flow ........................................................................................................................ 138



Technical Flow .................................................................................................................................................... 139



File Adapter Service 139

Read Document Integration Flow ........................................................................................................................... 140



Technical Flow .................................................................................................................................................... 141



File Adapter Service 141

Implementing the CSS Direct BPEL Flows ....................................................................................................................... 142

Configuring the Integration ............................................................................................................................................ 142

Oracle Utilities Customer Care and Billing Configuration ........................................................................................... 142

Oracle Utilities Meter Data Management Configuration ............................................................................................. 142

Network Management System Configuration ............................................................................................................. 142

Data Synchronization .................................................................................................................................................... 142

CCB to MDM .............................................................................................................................................................. 142

CIS to NMS ................................................................................................................................................................ 142

CSS Direct Integration Product Configuration ............................................................................................................... 143

Setting Configuration Properties ................................................................................................................................ 143

Setting System Properties .................................................................................................................................. 143

Module Configurations ........................................................................................................................................ 143

Service Configurations ............................................................................................................................................... 144

Domain Value Maps ................................................................................................................................................... 152

Error Handling ............................................................................................................................................................ 152

Customization and Extension Methodology ...................................................................................................................... 152

Override Transformations Pre Transformation Extension Point .................................................................................... 152

Post Transformation Extension Point ............................................................................................................................ 153

Pre Transformation Extension Scope ............................................................................................................................ 153

Pre Invoke Extension Scope ...................................................................................................................................... 153

Post Invoke Extension scope......................................................................................................................................... 153

Post Transformation Extension scope ........................................................................................................................... 153

Custom Transformations ............................................................................................................................................... 153

Oracle Utilities Customer Self Service Implementation Guide xiii

Override Transformations .............................................................................................................................................. 153

Steps to Implement Extension Points ............................................................................................................................ 154

Sample wsdl File with Binding and Service Details .................................................................................................... 154

Steps to Implement Custom Transformation ................................................................................................................. 155

Usage Download - Externalized Transformations .......................................................................................................... 157

Data Mapping .................................................................................................................................................................... 157

Outage Summary Integration Flow ................................................................................................................................ 157

Get Outage Screen Info Integration Flow ...................................................................................................................... 159

Trouble Calls Interface Integration Flow ........................................................................................................................ 162

Get Alerts Integration Flow ............................................................................................................................................ 166

Outage Public Detail Integration Flow ........................................................................................................................... 168

Outage Detail Integration Flow ...................................................................................................................................... 170

Get Usage Detail Integration Flow ................................................................................................................................. 173

Get Consumption Summary Integration Flow ................................................................................................................ 175

Add Scalar Meter Read Integration Flow ....................................................................................................................... 177

Usage Download Integration Flow ................................................................................................................................. 179

Direct Usage Overview Integration Flow ....................................................................................................................... 181

Multiple Account Usage Aggregation Integration Flow .................................................................................................. 184

Multiple Account Usage Comparison Integration Flow .................................................................................................. 185

Chapter 8

Notifications ....................................................................................................................................................... 188

Notification Center Architecture......................................................................................................................................... 189

Notification Management .................................................................................................................................................. 189

Portal Pages .................................................................................................................................................................. 189

Notification Management OUCSS Integration Services ................................................................................................. 190

Profile Notification Integration Flow ........................................................................................................................ 190



Technical Flow .................................................................................................................................................... 191


DB Adapter Services........................................................................................................................................... 192

Preferences Notification Integration Flow ............................................................................................................... 192



Technical Flow .................................................................................................................................................... 194



Web Services ...................................................................................................................................................... 195

Inbox Notification Integration Flow ......................................................................................................................... 195

Oracle Utilities Customer Self Service Implementation Guide xiv



Technical Flow .................................................................................................................................................... 196



Notification Center Engine ................................................................................................................................................ 197

Notification Engine Integration Services ........................................................................................................................ 198

Get Inbound Notification Integration Flow............................................................................................................... 198



Technical Flow .................................................................................................................................................... 199


JMS Adapter Services ........................................................................................................................................ 200

Get NMS Inbound Notification Integration Flow ...................................................................................................... 200



Technical Flow .................................................................................................................................................... 201




Route Notification Integration Flow ......................................................................................................................... 201



Technical Flow .................................................................................................................................................... 203




Persist Notification Integration Flow ....................................................................................................................... 204



Technical Flow .................................................................................................................................................... 205




SMPP Connector Notification Integration Flow ....................................................................................................... 205



Technical Flow .................................................................................................................................................... 206


JMS Adapter Service .......................................................................................................................................... 207

Oracle Utilities Customer Self Service Implementation Guide xv

Web Services ...................................................................................................................................................... 207

EMAIL Connector Notification Integration Flow ...................................................................................................... 207



Technical Flow .................................................................................................................................................... 208



Web Services ...................................................................................................................................................... 208

Delivery Deferred Notification Integration Flow ...................................................................................................... 208



Technical Flow .................................................................................................................................................... 209




Notification Engine Integration Queues ......................................................................................................................... 210

Notification Integration Product Configuration ............................................................................................................... 210

Setting Configuration Properties ................................................................................................................................ 211

Setting System Properties ...................................................................................................................................... 211

Module Configurations............................................................................................................................................ 211

Service Configurations ........................................................................................................................................... 212

Notification Center Data Store........................................................................................................................................... 213

Transactional Data Tables ......................................................................................................................................... 213

NC_USER_DELIVERY_OPT .............................................................................................................................. 213

NC_USER_NOTIF_PREF .................................................................................................................................. 213

NC_USER_NOTIF_PREF_DELIV_OPT ............................................................................................................. 214

NC_NOTIFICATION ........................................................................................................................................... 214

NC_NOTIF_DEFERRED .................................................................................................................................... 214

Package ........................................................................................................................................................................ 214

Chapter 9

Customization and Extension .......................................................................................................................... 215

Steps to Customize OUCSS Taskflows ..................................................................................................................... 215

Create Customization Documents .......................................................................................................................... 215

Applying the Customization .................................................................................................................................... 216

Steps to Customize an Edge Application Web Service .............................................................................................. 217

Create a Custom Service Script ............................................................................................................................. 217

Invoke Custom Web Service .................................................................................................................................. 217

Customize and Extend OUCSS Portal ....................................................................................................................... 218

Chapter 10

Oracle Utilities Customer Self Service Implementation Guide xvi

Monitoring and Troubleshooting ..................................................................................................................... 219

Monitoring Oracle Utilities Self Service ............................................................................................................................. 219

Monitor OUCSS Portal using Enterprise Manager ......................................................................................................... 219

Monitor the OUCSS Portlets Producer Application Using WebLogic EM (for Portlet based Solution) ........................... 219

Monitor Using Oracle WebLogic Logs ........................................................................................................................... 220

Monitor Logs Using Oracle EM ...................................................................................................................................... 220

OUCSS Portal Logs ................................................................................................................................................... 220

OUCSS Producer Application Logs for a Portlet-based Solution ............................................................................... 220

Monitor Logs from Physical Machine ............................................................................................................................. 221

Monitoring Document References ................................................................................................................................. 221

Monitoring Oracle Utilities Customer Care and Billing ................................................................................................... 221

Oracle Utilities Customer Care and Billing Error Logs ............................................................................................... 221

Troubleshooting OUCSS (Taskflows-based Solution) ................................................................................................... 221

Monitoring and Troubleshooting Integrated and Direct BPEL Flows ................................................................................. 223

Monitoring from Oracle Utilities Customer Care and Billing ........................................................................................... 223

Oracle Utilities Customer Care and Billing Error Logs ....................