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Oracle® Advanced Collections Implementation Guide Release 12.1 Part No. E13452-

Oracle® Advanced Collections Implementation Guide Release 12.1 Part No. E13452-04 August 2010 Oracle Advanced Collections Implementation Guide, Release 12.1 Part No. E13452-04 Copyright © 2001, 2010, Oracle and/or its affiliates. All rights reserved. Primary Author: Mathew Daniel Contributing Author: Melanie Heisler, Kristin Penaskovic, Judy Wood Contributor: Kapil Advani, Andre Araujo, Suresh Chekuri, Tina Cook, Eun Huh, Carol King, Vishwanadha Prasad, Gnanasekaran Ramasamy, Vijayaganesh Sampathkumar, Kali Sreenivasan, Amit Vohra Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. 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It is not developed or intended for use in any inherently dangerous applications, including applications which may create a risk of personal injury. If you use this software in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy and other measures to ensure the safe use of this software. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software in dangerous applications. This software and documentation may provide access to or information on content, products and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third party content, products and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third party content, products or services. iii Contents Send Us Your Comments Preface 1 Setting Up Related Applications Overview of Setup Process........................................................................................................1-2 Create Employee Locations and Organizations........................................................................1-4 Create Employees...................................................................................................................... 1-4 Define Resource Group Hierarchy........................................................................................... 1-4 Assign Roles and Resource Groups.......................................................................................... 1-6 Assign Collectors....................................................................................................................... 1-8 Set Up Oracle Receivables...................................................................................................... 1-14 Enable AR Transactions Summary Tables............................................................................. 1-15 Set Up Oracle Cash Management........................................................................................... 1-15 Set Up Oracle Payments.......................................................................................................... 1-15 Enable Oracle iReceivables..................................................................................................... 1-16 Set Up Units of Measure......................................................................................................... 1-16 Set Up Security and Responsibilities..................................................................................... 1-17 Set Up Notes............................................................................................................................ 1-18 Set Up Tasks............................................................................................................................ 1-19 Set Up Oracle XML Publisher................................................................................................. 1-20 Create Oracle XML Publisher Templates............................................................................... 1-21 Correspondence and Bind Variables...................................................................................... 1-22 Enable Customer Interaction Tracking...................................................................................1-23 Set Up Oracle Customer Interaction History..........................................................................1-24 Enable Oracle Interaction Center............................................................................................ 1-25 Set Up Legacy Calls for Oracle Receivables........................................................................... 1-25 iv Set Up Call Wrap-up Administration..................................................................................... 1-26 Implement Oracle Trade Management...................................................................................1-26 Install Oracle Bill Presentment Architecture..........................................................................1-27 Install Oracle Lease and Finance Management...................................................................... 1-27 Install Oracle Loans.................................................................................................................1-28 2 Implementing Oracle Advanced Collections Setting Up Oracle Advanced Collections................................................................................. 2-1 Using Preconfigured Elements................................................................................................. 2-3 Operational Data Level............................................................................................................. 2-4 Multiple Level Strategies for Different Operating Units........................................................ 2-4 Display Collector's Work Queue Nodes................................................................................... 2-5 Set the Desktop Display Style.................................................................................................. 2-7 Set Up Custom Tabs.................................................................................................................. 2-8 Set Up Metrics........................................................................................................................... 2-8 Set Up Additional Oracle Advanced Collections Profile Options.........................................2-10 Set Up Customer Status Prioritization....................................................................................2-10 Enable Web Directory Assistance........................................................................................... 2-12 Set Up Workflow for Promise Approval................................................................................ 2-14 Configure Oracle Advanced Collections for Oracle Lease and Finance Management......... 2-15 3 Collections Methods Setup Overview of Scoring..................................................................................................................3-2 Score Objects............................................................................................................................. 3-6 Concurrent Programs for Scoring............................................................................................. 3-6 Preconfigured Scoring Engines.................................................................................................3-7 Set Up Scoring........................................................................................................................... 3-7 Scoring Components................................................................................................................. 3-8 Create Scoring Components....................................................................................................3-10 Weight......................................................................................................................................3-11 Segments in Scoring Engines.................................................................................................. 3-11 Create or Update a Scoring Segment...................................................................................... 3-12 Create New Scoring Engines................................................................................................... 3-14 Add Scoring Components....................................................................................................... 3-16 Set Score Ranges......................................................................................................................3-17 Enter Parameters for Function Variables................................................................................ 3-18 Set Up Delinquency Status Score Ranges.............................................................................. 3-19 Collections Strategies.............................................................................................................. 3-20 How Strategies Work.............................................................................................................. 3-22 Changing Strategies Based on Tolerance........................................................................... 3-23 v Strategy Checklists.................................................................................................................. 3-24 Segments in Strategies............................................................................................................ 3-25 Preconfigured Elements for Strategies................................................................................... 3-25 Work Items.............................................................................................................................. 3-26 Work Item Details.............................................................................................................. 3-27 Using Custom Workflows..................................................................................................3-28 Correspondence................................................................................................................. 3-30 Create Work Items................................................................................................................... 3-31 Create a Work Item - General Information.............................................................................3-31 Create a Work Item - Details................................................................................................... 3-32 Set Up Correspondence........................................................................................................... 3-33 Custom Workflows..................................................................................................................3-34 Assign Skills............................................................................................................................ 3-34 Create Collections Strategies.................................................................................................. 3-35 Strategy General Information................................................................................................. 3-37 Adding a Strategy Segment.....................................................................................................3-38 Scoring Rules........................................................................................................................... 3-39 Add Work Items...................................................................................................................... 3-40 Define Strategy Default.......................................................................................................... 3-40 Default Strategy Resource.......................................................................................................3-41 Overview of Using Dunning Plans.........................................................................................3-41 Dunning Process......................................................................................................................3-42 Dunning Requirements...........................................................................................................3-43 Creating Correspondence Templates......................................................................................3-43 Dunning Plans......................................................................................................................... 3-44 Aging Bucket Lines for Dunning............................................................................................3-44 Set Dunning Plan Aging Bucket............................................................................................. 3-45 Setting Dunning Level............................................................................................................ 3-46 Set Collections Dunning Level............................................................................................... 3-47 Creating a Dunning Plan.........................................................................................................3-48 Create Dunning Plans............................................................................................................. 3-48 Set Up Universal Work Queue for Dunning Plans................................................................ 3-49 4 Verifying the Implementation Use the Diagnostic Tests .......................................................................................................... 4-1 Implementation Verification Tasks for Mandatory Components........................................... 4-2 Create Accounts......................................................................................................................... 4-4 Create Invoices.......................................................................................................................... 4-5 Create Delinquencies................................................................................................................ 4-6 Verify Delinquencies................................................................................................................ 4-7 vi Dispute an Invoice.................................................................................................................... 4-8 Adjust an Invoice...................................................................................................................... 4-9 Record a Promise to Pay............................................................................................................ 4-9 Process a Credit Card Payment............................................................................................... 4-10 Process a Bank EFT Payment.................................................................................................. 4-11 Verify Payment Processing..................................................................................................... 4-11 Verify the Collector's Actions................................................................................................. 4-13 Verify Collector's Work Queue Navigation........................................................................... 4-13 Verify Interaction Tracking.................................................................................................... 4-14 Implementation Verification Tasks for Optional Components.............................................4-16 Verifying Integration with Oracle Lease and Finance Management.....................................4-16 A Lookups Collections Lookups................................................................................................................. A-1 B Profile Options Oracle Advanced Collections Profile Options and Profile Categories Overview.................. B-1 Category and Profile Option Descriptions...............................................................................B-7 Account Work Queue Configuration Category................................................................... B-8 Activity Tracking Category................................................................................................. B-9 Business Flow Configuration Category............................................................................. B-11 Collections Methods Category.......................................................................................... B-13 Correspondence Category................................................................................................. B-16 Customer Work Queue Configuration Category...............................................................B-19 Debug Category.................................................................................................................B-21 Delinquency Work Queue Configuration Category.......................................................... B-22 Leasing Integration Category............................................................................................ B-23 Operations Category......................................................................................................... B-27 Site Work Queue Configuration Category.........................................................................B-30 UI Category....................................................................................................................... B-32 Work Queue Configuration Category............................................................................... B-35 XML Publisher Integration Category.................................................................................B-37 Profile Options for Collections Questionnaire and Checklist.............................................. B-38 Profile Options Not Owned by Oracle Advanced Collections..............................................B-43 C Preconfigured Correspondence Templates Preconfigured Templates for Oracle XML Publisher.............................................................. C-1 Payment Confirmation Letter Template.................................................................................. C-2 Dispute Confirmation Letter Template....................................................................................C-4 Promise Confirmation Letter Template................................................................................... C-6 vii Adjustment Confirmation Letter Template............................................................................. C-8 Payment Reversal Confirmation Letter Template................................................................. C-10 Consolidated Invoice Confirmation Letter Template............................................................C-12 Invoice Letter Template.......................................................................................................... C-14 Pre-delinquent Letter Template............................................................................................. C-16 Soft Dunning Letter 1 Template.............................................................................................C-21 Soft Dunning Letter 2 Template.............................................................................................C-26 Moderate Dunning Letter 1 Template....................................................................................C-31 Moderate Dunning Letter 2 Template....................................................................................C-36 Hard Dunning Letter 1 Template........................................................................................... C-41 Hard Dunning Letter 2 Template........................................................................................... C-46 Hard Dunning Letter 3 Template........................................................................................... C-51 D Metrics Preconfigured Metrics.............................................................................................................. D-1 E Preconfigured Scoring Elements Using Preconfigured Scoring Elements....................................................................................E-1 Preconfigured Scoring Engines................................................................................................ E-1 Preconfigured Scoring Components........................................................................................ E-3 F Preconfigured Strategy Elements Preconfigured Strategy Templates........................................................................................... F-1 Preconfigured Strategy Work Items......................................................................................... F-3 Preconfigured Workflows for Strategy Work Items................................................................ F-5 G Collections Features for Oracle Receivables and Advanced Collections List of Collections Features for Oracle Receivables and Advanced Collections.................... G-1 Collections Features for Receivables................................................................................... G-1 Oracle Advanced Collections Features................................................................................G-3 H Oracle Lease and Finance Management Open Interface Tables Open Interface Tables.............................................................................................................. H-1 OKL_OPEN_INT Table............................................................................................................ H-2 OKL_OPEN_INT_PRTY Table.................................................................................................H-5 OKL_OPEN_INT_ASST Table.................................................................................................H-7 IEX_OPEN_INT_HST Table.....................................................................................................H-9 Index ix Send Us Your Comments Oracle Advanced Collections Implementation Guide, Release 12.1 Part No. E13452-04 Oracle welcomes customers' comments and suggestions on the quality and usefulness of this document. Your feedback is important, and helps us to best meet your needs as a user of our products. For example: • Are the implementation steps correct and complete? • Did you understand the context of the procedures? • Did you find any errors in the information? • Does the structure of the information help you with your tasks? • Do you need different information or graphics? 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