This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 17 JUN 2022 | Created initial document. |
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
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CX Industries Framework serves as a platform for seamless integration of applications. You can use this platform to integrate your application with other Oracle applications and third-party applications, which includes cloud services and on-premise systems. In addition, you can leverage data from various sources, use TM Forum Open APIs and REST APIs to configure and extend tailored experiences.
CX Industries Framework supports both synchronous and asynchronous interactions between the integrated applications. It hosts all the TM Forum Open APIs on Oracle Cloud Infrastructure API Gateway to secure and optimize the API interactions. It also ensures high availability and resiliency by using the Oracle Cloud Infrastructure Load Balancing service.
CX Industry Framework allows tenants and system integrators to provide routing rules based on the context provided or determined at runtime. In situations when the context is not passed with the request, and there is more than one option for CX Industry Framework to route the request, in those situations, the CX Industry Framework determines the context and applies the routing rules accordingly.
In some situations, simple static routing rules are not sufficient to meet business needs. Tenants and SIs need the ability to define the context that can help CX Industry Framework to determine where the request should be routed, based on information provided in the payload/header.
In other situations, when the context is not passed with the request, and there is more than one option for CX Industry Framework to route the request to, in those situations, CX Industry Framework determines the context and applies routing rules accordingly.
Contextual Routing is a key capability our customers need in our CX Industry Solutions to support routing in their global heterogeneous ecosystem.
Steps to Enable
You don't need to do anything to enable this feature.
Role Information
- DX4C_System_Administrator
- DX4C_System_Configuration_Viewer
- DX4C_TMF_Specialist
Use the Preference Management feature to enable customer service agents to quickly and easily access customer communication preferences and add, edit, or delete contact methods. Customer service agents can enroll the customer in utility notification programs for each billing account, and designate contact methods for each type of notification. Each utility customer must have at least one contact method. Contact methods can include:
- Phone numbers
- Email addresses
- Social networks
- Websites
- SMS
- Telex
- EDI
- Electronic file transfer
When a contact method is added, the first record for a particular method is always marked as the primary contact method. For example, if the customer has only one email address on file, that email address is marked as the primary email contact. If there are multiple records for a contact method, you can specify which of those records is the primary record. After contact methods are entered, you can use Notification Preferences to specify whether the utility customer is notified about specific types of information, and if so, what contact method is used for the notification. You can set notification preferences for:
- Credit and Collections
- Programs and Offers
- Service Advisory
- Bill Due
- Bill Ready
- Bill Routing Email
- Late Payment
- Payment Received
- Custom types configured for your utility
Preference Management enables customer service agents to quickly and easily enroll customers or update their participation in utility notification programs.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
- Refer to the Using Customer 360 chapter in the Using Customer Experience for Utilities Guide, which is available on Oracle Help Center in the Customer Experience for Utilities library for more information.