Chapter 4 Oracle TeleSales

Unauthorized reproduction or distribution prohibited Copyright 2013, Oracle and/or its affiliates
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Copyright Oracle, 2007. All rights reserved.
Oracle TeleSales
Chapter 4 - Page 1
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Oracle TeleSales
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Oracle TeleSales
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Objectives
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Oracle TeleSales
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Oracle
L TeleSales
d
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ag Oracle TeleSales is an application designed for interaction center professionals, whether they
are inbound or outbound telesales agents. The application provides a versatile set of tools to
manage the sales cycle, from prospecting to booking orders. Oracle TeleSales offers a true
multi-channel selling and servicing solution that leverages all channels. The eBusiness Center
within Oracle TeleSales offers a complete cross-application tool for all Oracle call center
applications. The eBusiness Center provides elements of Service and Collections for an
unparalleled customer view. Key functions include contact, lead, opportunity, quote, and order
management; event registration and collateral fulfillment.
TeleSales agents use four main windows:
Universal Work Queue
Used to view a list of open leads, opportunities, and daily tasks. Actions, such as updating
an opportunity or converting a lead to an opportunity, can be performed in the Action
section of the window. The work queue serves as a launch pad for the rest of the
application. For example, select a lead to view and edit, click the Get Work button, and
the lead opens in the Lead Center, where you can work directly on the lead selected.
Oracle TeleSales
Chapter 4 - Page 5
eBusiness Center
Used as the central work area for Oracle TeleSales when a TeleSales Agent is on the
phone with a customer or prospect. Use it to create and manage customer and prospect
records, to send collateral, enroll customers in events, and launch the Oracle Quoting or
Oracle Order Management windows. The eBusiness Center also provides the ability to
quickly enter basic information for leads and opportunities.
When integrated with Oracle Advanced Outbound or Oracle Advanced Inbound, the
eBusiness Center is automated to dial the next call or take the next incoming call and
display the customer information immediately based on the automatic number ID.
Recording the results of the call can also be automated. Statistics for the current call and
number of calls for the day are available in the Interaction Wrap Up window.
Lead Center
Used to create new leads, manage the details of specific leads and update existing leads.
Opportunity Center
Used to create and manage individual opportunities. It includes managing the sales team
and partners for a specific opportunity. Additionally, a telesales agent can enter products a
prospect is interested in purchasing, forecast dates, partners, and sales credits for the sales
team.
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Oracle TeleSales
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Oracle Sales and Oracle TeleSales Interoperability
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Oracle
L Sales and Oracle TeleSales Interoperability
d
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ag Oracle Sales and Oracle TeleSales have separate sets of profile options that do not affect the
other application. Therefore, when a feature in Oracle TeleSales is dependant on a profile

option, setting the TeleSales profile option will not affect Oracle Sales. You must set the
corresponding Oracle Sales profile option separately.
Note
Corresponding profile options may have slightly different values. You should choose a
value supported by both, if you want the behavior to be the same.
Additionally, there may be TeleSales profile options for which there are no corresponding
Oracle Sales profile options. You should set these profile options to mimic Oracle Sales
behavior, or Oracle Sales should be personalized to mimic TeleSales behavior.
Mapping of OTS-ASN Profile Options
OS: Forecast Sales Credit Type ASN: Forecast Sales Credit Type
OS: Default Opportunity Win Probability ASN: Default Opportunity Win Probability
OS: Default Opportunity Sales Channel ASN: Default Opportunity Sales Channel
OS: Default Opportunity Status ASN: Default Opportunity Status
Oracle TeleSales
Chapter 4 - Page 7
OS: Default Close Date Days ASN: Default Close Days Date
OS: Default Win/Loss Status ASN: Default Win/Loss Status
OS: Default Status for Leads ASN: Default Lead Status
OS: Opportunity Access Privilege ASN: Opportunity Access Privilege
OS: Customer Access Privilege ASN: Customer Access Privilege
OS: Sales Lead Access Privilege ASN: Lead Access Privilege
OS: Manager Update Access ASN: Manager Update Access
OS: Sales Admin Update Access ASN: Sales Admin Update Access
OS: Default Value for Sales Team Keep Flag ASN: Default Value for Sales Team Do
Not Reassign Flag
Set Oracle TeleSales Profile Options
The following profile options and value settings must be set to enable interoperation with
Oracle Sales.
OS: Assign New Lead (Set this profile option to No.)
OS: Sales Methodology (Assign a value.)
OS: Sales Lead Default Close Reason (Set this profile option to Converted to
Opportunity.)
OS: Default Opportunity Sales Stage (Assign a value.)
OS: Lead Link Status (Set to Converted to Opportunity. This is an Oracle Leads profile
option.)
OS: Lead Incubation Channel (This is an Oracle Leads profile option. Leave blank.)
OS: Activate Sales Interoperability (Set to Yes.)
OS: Lead to Opportunity Move Sales Team (Set to Yes. This is an Oracle Leads profile
option. )
OS: Opportunity Sales credit Enforce Sales Team Definition (Set to Yes.)
OS Always Add Creator to Customer Sales Team (Set to Yes.)
Set Oracle TeleSales and Oracle Sales Lookups
Set the following lookups in both products in order to enable interoperability:
OTS Lookup
- CLOSE_REASON
- LEAD_CONTACT_ROLE
- Opportunity Contact Rank
- VEHICLE_RESPONSE_CODE
Oracle Sales Lookup
- ASN: Lead Close Reason
- ASN: Opportunity Close Reason
- ASN: Contact Role Type
- ASN: Vehicle Response Code
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Differences Between Oracle TeleSales and Oracle Sales
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Differences
Between Oracle TeleSales and Oracle Sales
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ag Both Oracle Sales and Oracle TeleSales provide Administration screens that enable
administrators to set up the product. As the two products do not share Administration screens,
there are differences in the features and functionality available.
The following areas may require additional setup considerations:
Sales Methodology
Oracle Sales allows user to designate whether sales methodologies and stages apply to
leads, opportunities, or both, while in TeleSales sales methodologies and stages apply only
to opportunities. Therefore, Oracle TeleSales will expose only stages marked as applicable
to Opportunities. Existing stages created, including those created through the TeleSales
Administration user interface, will be treated as applicable to Opportunities only.
Sales Coach
Oracle Sales introduces the use of a Sales Coach, which helps guide a user through a sales
methodology stage. Oracle TeleSales does not use this functionality and will continue to
use Tasks tied to Sales Stages. Oracle Sales users can view the tasks created in Oracle
TeleSales. When creating a sales methodology in Oracle TeleSales, the administrator
should ensure that the Create tasks for all sales stages checkbox is not selected. If this
Oracle TeleSales
Chapter 4 - Page 9
checkbox is selected for a sales methodology whose stages use tasks, and the sales
methodology is assigned to an opportunity from Oracle Sales, the tasks are not visible in
Oracle TeleSales.
Sales Methodologies and Stages
In Oracle TeleSales, both stage and sales methodology are mandatory. In Oracle Sales,
they are conditionally mandatory - if the stage is specified, then the sales methodology
becomes mandatory. If the methodology is specified, then the sales stage becomes
mandatory, only if there is an applicable sales stage. Therefore, you must ensure that each
stage is associated with at least one sales methodology. Additionally, Oracle TeleSales
requires that at least one stage within each methodology is set up as applicable to
Opportunity.
Converting Leads to Opportunities
Oracle TeleSales enables any lead to be converted to an opportunity, regardless of status,
while Oracle Sales enables only leads in open status to be converted. Oracle TeleSales
enables multiple leads to be converted to the same opportunity by linking these leads to
the opportunity, and also enables opportunities to be linked to one or more leads.
When a lead is converted to an opportunity in Oracle Sales, the status is always Converted
To Opportunity. When a lead is converted to an opportunity in Oracle TeleSales, the status
and close reason are determined by the profile options, OS: Lead Link Status and OS:
Sales Lead Default Close Reason. Therefore, when Oracle TeleSales and Oracle Sales are
interoperating, these profile options should be set to Converted To Opportunity.
- Sales Methodologies and Sales Coaches
If a lead is in a sales stage that is applicable to opportunity, Oracle Sales will carry
any information entered in the sales coach over to the opportunity. If the lead is
converted through Oracle TeleSales, this information will not be carried over. If there
is no methodology or sales stage designated in the lead, the opportunity in Oracle
Sales will not have a methodology or sales stage, whereas Oracle TeleSales uses the
methodology and sales stage from the profile options, OS: Sales Methodology and
OS: Default Opportunity Sales Stage, which are both mandatory profile options.
- Sales Team
In Oracle Sales, the sales team for the lead is carried over to the opportunity, while in
Oracle TeleSales, whether or not the sales team is carried over is governed by the
profile option, OS: Lead to Opportunity Move Sales Team. Therefore, when Oracles
TeleSales and Oracle Sales are interoperating, this profile option must be set to Yes.
Role and Address in Sales Team
In Oracle TeleSales, when assigning a resource to an opportunity sales team, the user can
designate a role and address, thereby allowing the resource to be assigned to the same
sales team multiple times with different role-address combinations. Oracle Sales does not
support roles and addresses. This information will be viewable in Oracle Sales, but the
user will not be allowed to update the opportunity until the sales team assignments are
removed.
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Note
If the profile, OS: Lead to Opportunity Move Sales Team is set to Yes, and a lead from
Oracle Sales is converted to an opportunity in Oracle TeleSales, there will be duplicate
resources on the Sales Team.
Customer Sales Team
Oracle Sales automatically adds the logged-in user to the customer sales team. In order for
the logged-in user in Oracle TeleSales to get be added to the customer sales team, you
must set the profile, OS: Always Add Creator to Customer Sales Team to Yes.
Rolling Forecast
Oracle Sales does not support the rolling forecast flag. Opportunities created in Oracle
Sales will not have the rolling forecast flag set.
Marketing Campaigns/Offers
Oracle TeleSales enables users to specify marketing campaigns and offers at both the
header and line levels, while Oracle Sales supports only header-level campaigns (not
offers). Additionally, in Oracle TeleSales there is a cross validation that ensures the offer
is associated with the selected campaign. If an opportunity with a header-level offer is
accessed in Oracle Sales, and the campaign is changed, the offer may no longer be valid.
To resolve this issue, the user can update the opportunity in Oracle TeleSales.
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Additional Differences Between Oracle TeleSales and Oracle

Sales
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Differences Between Oracle TeleSales and Oracle Sales
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M
The following additional areas may require additional setup considerations:

Freeze Flag
In Oracle TeleSales, a user with update access can freeze an opportunity to keep it from
being modified, while in Oracle Sales, a user cannot freeze an opportunity.
Close Competitor and Comment
Upon closing an opportunity in Oracle TeleSales, the user can enter a key/close
competitor and close comment, while in Oracle Sales, this is not an option. For
opportunities created in Oracle Sales, the key/close competitor and close comment fields
are empty.
Customer Budget Status
In Oracle TeleSales, a user can specify customer budget status for a lead or opportunity.
Oracle Sales does not support this information. These fields are blank for leads and
opportunities created in Oracle Sales. Oracle Sales supports the budget amount for leads
but not for opportunities.
Oracle TeleSales
Chapter 4 - Page 12
End Customer and Address

In Oracle TeleSales, a user can specify an end customer and address. Oracle Sales does
not support this data. These fields are blank for opportunities created in Oracle Sales.
Projects and Decision Time Frame
In Oracle TeleSales, a user can associate a project to a lead or opportunity or associate a
decision time frame with a lead. As Oracle Sales does not support this data, these fields
are blank for leads or opportunities created in Oracle Sales.
Accept or Reject Leads
Oracle TeleSales allows a user to accept or reject leads. This feature is not available in
Oracle Sales.
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Further Differences Between Oracle TeleSales and Oracle Sales
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Further
L Differences Between Oracle TeleSales and Oracle Sales
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ag The following further areas may require additional setup considerations:
Concurrent Updates
If an Oracle TeleSales user and Oracle Sales user are working on an opportunity at the
same time, the application detects the change made by the other person and prevents
overwriting. This behavior does not apply to leads, which can be overwritten.
Attachments
In Oracle TeleSales, the user can append attachments to tasks, addresses, notes, and
relationships; however, these attachments are not available in Oracle Sales. Attachments
for leads, opportunities, customers, and contacts that are added in Oracle TeleSales are
accessible in Oracle Sales, since Oracle Sales supports attachments in these areas.
However, if these attachments are added in any other category apart from the seeded Misc
category, they will not be visible in Oracle Sales. Through personalization, you must make
them available by enabling the category in the Attachment table for the lead, opportunity,
customer, or contact.
Oracle TeleSales
Chapter 4 - Page 14
Incentive Compensation
In Oracle Sales, the sales representatives and sales manager can access only the
commission statement and no other areas of the Oracle Incentive Compensation
functionality. In Oracle TeleSales, the telesales agent can access other areas of Incentive
Compensation (for example, planning, income planner, compensation plan, and reports) in
addition to the commission statement.
Lead and Opportunity Currency
Oracle Sales supports all valid FND currencies. Oracle TeleSales supports only the
currencies defined in the Oracle TeleSales lookup type REPORTING_CURRENCY.
When selecting values for the REPORTING_CURRENCY lookup, you should select all
FND currencies that you are currently using for Oracle Sales.
Account Plans and Strategic Information
Account plans and strategic information are captured in Oracle Sales. However, this
information is not available in Oracle TeleSales.
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Multi-Org Access
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Multi-Org
L Access
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ag Leads and opportunities are not multi-org enabled in Oracle TeleSales. Quotes are enabled, and
users can only create quotes for their assigned organizations. However, users can view quotes
across all organizations. When building a quote, users select operating units when they choose
products.
Oracle TeleSales
Chapter 4 - Page 16
Set Up Universal Work Queue
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Set L
Up Universal Work Queue
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ag There are profile options for all levels that determine how the UWQ displays; and, in what
order the nodes display. UWQ can also display marketing lists as well as calling lists the user
creates using Universal Search. You can limit the size of these lists and the number of lists per
user. See the Oracle TeleSales Implementation Guide for a complete list of profile options.
Inbound Telephony
In Call Center Administration, access the Media Action tab of the Interaction Center Server
Manager to specify:
Media Type: Inbound Telephony
Classification: The name of the media item classification that triggers the screen pop
media action
Media Action: The business application that starts when the media item of the Inbound
Telephony type and the specified classification is selected from a work queue.
Oracle TeleSales
Chapter 4 - Page 17
Enable Interaction Tracking and Wrap-up
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Setup
L Interaction Tracking and Wrap-up
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ag Interaction tracking records and maintains a viewable history of interactions with customers
such as calls, e-mails, creating and updating a lead, and so on. Following are the steps to enable
interaction tracking:
Set profile options that determine what activity records are recorded: collateral, customer,
event, lead, opportunity, query, service request, or task. (Collateral history requires that
you periodically run the concurrent program Interaction History Bulk Process to update
the history.)
Set defaults using additional profile options.
Automatic Interactions
Agents manually start and end interactions. You can also configure TeleSales to have
interactions start automatically when an agent opens a record and stop automatically when the
agent moves to a new record. Following are the steps to enable automatic interaction tracking:
Set OTS: Interactions-Enable Automatic Start to Yes.
Set OTS: Interactions-Start on Query to Yes if you want the interaction to start when the
agent displays a new record. Leave the default No setting to record an interaction only
when the agent creates, updates, or deletes a record.
Oracle TeleSales
Chapter 4 - Page 18
Set OTS: Interactions-Enable Change Activity to Yes to allow users in the wrap-up
window to change the recorded activities.
Leave OTS: Interactions-Enable Auto Wrap-up set to No to require agents to view the
wrap-up screen for each interaction and verify or change the outcome of the interaction.
Set to Yes to end the interaction without the agent seeing the wrap-up screen.
Simultaneous Interactions
Each center (eBusiness Center, Opportunity Center, Lead Center) can track only one
interaction at a time, but the agent can open additional centers and start interactions in each.
For example, an agent can open two Opportunity Centers and one eBusiness Center and start
interactions in all three. In order to track these interactions simultaneously, set the following
profile options:
OTS: Interactions Maximum multiple interactions: Set the maximum number of
simultaneous interactions.
OTS: Interactions: Prompt for Wrap-up: This is set to Yes by default. The agent is
prompted to decide whether to close the current interaction or leave it open while starting
the next interaction.
Wrap-Up
In the Interaction wrap-up window agents can select outcomes, reasons, and results. You
define what selections are available for each, and the valid combinations at the interaction and
activity level. You can specify whether an outcome requires a result, and a result requires a
reason.
You can also create default wrap-ups including campaign codes, outcomes, results, and
reasons. Then create action-activity type pairs and assign a default wrap-up to each pair. The
agent can accept the default or change the wrap-up information as needed.
See the Oracle Customer Interaction History Implementation Guide for more details on
creating the selection lists and defaults.
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Chapter 4 - Page 19
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Scripting
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Scripting
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ag Within Oracle Scripting you can set up scripts for your agents to follow in different situations.
Additionally, set the following profile options:

OTS: Scripting Installation: Set to Yes to enable scripting in Oracle TeleSales.
OTS: Script Launch on Interaction: Set to Yes if you want the script to launch
automatically when an interaction is started in the interaction center, providing there is
also a script associated with the source code entered by the agent.
OTS: Script Launch on UWQ Delivery: Set to Yes if you want a script to launch
automatically when a call is received. The prior two options must also be set to Yes.
OTS: Scripting-Default Script: Enter the name of the script to launch when there is not an
available script associated with the source code or campaign.
OTS: Security-Apply Security for Suspended Scripts: Set to No to allow any agent to
resume a suspended script. Set to Yes to restrict the ability to resume a script to the agent
who suspended it.
OTS: Script Language: Select language to display scripts in a specified language.
Oracle TeleSales
Chapter 4 - Page 20
Summary
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Chapter 4 Oracle TeleSales

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Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

Oracle Sales and Oracle TeleSales Interoperability

other application. Therefore, when a feature in Oracle TeleSales is dependant on a profile

Copyright Oracle, 2007. All rights reserved.

Differences Between Oracle TeleSales and Oracle Sales

Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

Additional Differences Between Oracle TeleSales and Oracle

The following additional areas may require additional setup considerations:

End Customer and Address

Copyright Oracle, 2007. All rights reserved.

Further Differences Between Oracle TeleSales and Oracle Sales

Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

Set Up Universal Work Queue

Copyright Oracle, 2007. All rights reserved.

Enable Interaction Tracking and Wrap-up

Copyright Oracle, 2007. All rights reserved.

Additionally, set the following profile options:

Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

Copyright Oracle, 2007. All rights reserved.

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