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Interactions User Manual

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1. Archival Period In the above screen you can base your queries on any or all of the following parameters and fetch records e Authorization Status 2 6 ORACLE Bank Code Record Status Select any or all of the above parameters for a query and click Search button System displays the records meeting the selected criteria Authorization Status Record Status Bank Code Default User Role Indicator Stale Period Archival Period Default User Role Name Threshold value 2 7 ORACLE 3 1 3 2 3 Alerts Introduction The bank customers may require critical information on their accounts or transactions to help them take appropriate actions The bank staff may also require certain information on the customer accounts and transactions A business alert is a message that conveys such information by email sms or as a message on the user dashboard Oracle FLEXCUBE allows you to define business alerts for the bank staff as well as bank customers The alerts can be generated to the customers and staff at a regular interval defined in the system Defining Alert Selection Criteria You can define alert selection criteria in Oracle FLEXCUBE The system identifies the set of customers who receive the alerts based on the selection criteria The system generates the alerts based on the selection criteria defined in Alert Selection Criteria screen To invoke this screen type ITDACMNT in the field
2. Field Name Value Conversation Details The debited amount is not EMI amount Mr Jones please look into this Assigned to EDWARD user name role of the user is displayed JONES user name role of the user is displayed Department LOAN ACC ue ORACLE Field Name Value EDWARD 15 2 20 12 05 An amount of 23 has been debited from account 00073482 BLONO1 07 FEB 2012 13 37 Step 3 Mr Jones concludes that the amount deducted was an annual maintenance fee So he closes the conversation with a reply to the customer stating that the amount debited was an annual maintenance fee levied on the current account Field Name Value Conversation Details Debited amount is an annual fee on current account Conversation Status W C Status WIP Closed JONESQ 5 2 2012 7 35 The debited amount is not EMI amount Mr Jones please look into this Assigned to EDWARD user name role of the user is displayed JONES user name role of the user is displayed Conversation Status O W Department LOAN ACC EDWARD 15 2 20 12 05 An amount of 23 has been debited from account 00073482 EDWARD 07 FEB 2012 13 37 Closure Remarks Y Display Closure Remarks to Customer Please note that the debited amount is an annual maintenance fee levied on the current account Step 4 Mr John receives this message on his inbox is ORACLE Example 3 Step 1 Mr Mark is
3. Transaction code Code TRNDESC Transaction Transaction description Description AMTTAG Amount Amount tag Tag Functions Specify the mathematical function for building the condition The drop down list displays the following functions Absolute Greatest Round Trunc Floor Ceil Power Mod Choose the appropriate one Operators Select the operator for building a condition for spend rule You can use multiple elements in conjunction with the functions and arithmetic operators The drop down list displays the following operators add subtract multiply divide Choose the appropriate one ae ORACLE 4 5 Logical Operators Select the logical operator for building a condition for spend rule The system uses the logical operators in combination with the elements for creating derivation rules The drop down list displays the following logical operators e gt greater than e gt greater than or equal to e less than e lt less than or equal to e equal to e lt gt not equal to Choose the appropriate one Once you have created the condition save it The system will classify each debit transaction under different spend classes based on the rule spend class mapping set here You can also create a rule to classify the transactions that do not qualify any of the rules maintained in the system Viewing Customer Spend Analysis Details You can
4. 9 4 5 VIEWING CUSTOMER SPEND ANALYSIS DETAILS enn en en en enne enne nens 4 12 5 CONVERSATIONS 5 1 5 1 INTRODUCTION sisvcsscsc ssccscesten MH 5 1 3 2 CONVERSATIONS IN ORACLE PLEXCUBE ccsccsecsscsscovscscosscsesonsosvopevsecsessnensvncevasesesuessesecevsossesevsecuseuneaveents 5 2 3251 Creatine Conversations RE 5 7 35 2 2 Viewing Conversation Summary eese eene trennen een eene tnter tene teen trente entrent 5 13 2 2 3 Viewing Conversations on User Dashboard esee eene nennen eene 5 14 EB NOLZIN DU CR 6 1 6 1 INTRODUCTION 5 eto ses taacd supine oss tease ere E e v dh I IR Us 6 1 6 2 REMINDERS IN ORACLE FLEX CUBE wicisscascciesccscavsccescssenteneotencestatancosiescosavsetensuadsteosessedseensveteadeadaesesesabieses 6 1 6 3 CREATING REMINDERS 2 53 ecrit ue ERU EIN HIR HEC AR Ens 6 2 6 3 1 Viewing Reminders on User Dashboard eese eene ene ener trennen 6 4 6 3 2 Viewing Reminders Summary ie tei te teet te geal ee vato Eee ted Poe Pesos eo dle vet Io egt d 6 5 Te INSTRUCTIONS R 7 1 ORACLE 7 1 INTRODUCTION T 7 1 7 2 INSTRUCTIONS IN ORACLE FLEXCUBE sesseseeeseeeeneneennennennennen rennen okerrari tieodte ter ei resoa n ieri 7 1 FS MAINTAININ
5. Helpdesk of the bank informing that her Account has been debited twice for an ATM transaction that she carried out last evening She complained that she has withdrawn 200 whereas her online account statement show 200 been debited twice Step 2 Mr Edward takes down her complaint and informs her that he will get back to her at the earliest He creates a new conversation The below table is the snapshot Field Name Value Conversation Details 200 has been debited twice from 0008341002 HELPDSK Help Desk 12 FEB 2012 14 30 Step 3 Mr Edward_then assign the conversation to role mapped to accounts department ACCDEPT_ROLE Field Name Value Conversation Details Assign to HELPDESK Help Desk ACCDEPT_ROLE Account Department HELPDSK Help Desk 14 FEB 2012 14 30 200 has been debited twice from 0008341002 HELPDSK Help Desk 12 FEB 2012 14 30 Step 4 Mr Jones from the Accounts department sees this in his dashboard and takes up the conversation and figures out the problem and takes steps to resolve the issue and credits back the 200 to Mrs Catherine s account Jones close the conversation and gives the closure remarks 200 debited extra amount has been credited back to the Account The bank is extremely sorry for the inconvenience caused and will take all steps to ensure that this does not happen again Field Name Value Conversation Details Problem occurred due to faulty E
6. Oracle and or its affiliates All rights reserved Oracle and Java are registered trademarks of Oracle and or its affiliates Other names may be trademarks of their respective owners U S GOVERNMENT END USERS Oracle programs including any operating system integrated software any programs installed on the hardware and or documentation delivered to U S Government end users are commercial computer software pursuant to the applicable Federal Acquisition Regulation and agency specific supplemental regulations As such use duplication disclosure modification and adaptation of the programs including any operating system integrated software any programs installed on the hardware and or documentation shall be subject to license terms and license restrictions applicable to the programs No other rights are granted to the U S Government This software or hardware is developed for general use in a variety of information management applications It is not developed or intended for use in any inherently dangerous applications including applications that may create a risk of personal injury If you use this software or hardware in dangerous applications then you shall be responsible to take all appropriate failsafe backup redundancy and other measures to ensure its safe use Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications This software and relat
7. Record Status Conversation ID Subject Customer Name Conversation Date Conversatio You can search for the conversations based on one or more of the following parameters e Authorization Status e Record Status e Conversation ID e Customer Name e Conversation Date e Conversation Mode e Priority e Conversation Status e Customer ID e Department is ORACLE e Target Closure Date e Venue e Channel User ID Once you have set the search parameters click the Search button The summary screen displays the following information e Conversation ID e Subject e Customer Name e Conversation Date e Conversation Mode e Priority e Conversation Status e Customer ID e Department e Target Closure Date e Venue e Channel User ID 5 2 3 Viewing Conversations on User Dashboard You can view the conversation details through Dashboard Maintenance screen You can invoke this screen by clicking on the Interactions tab available on the main screen Ft Conversation ID Subject Assigned To 0040000035 Debit Cards SHANK 0040000039 Credit Card SHANK 0040000034 Amount debited twice fr SHANK 0040000038 Credit Card SHANK lt gt 5 14 ORACLE The conversation dashboard is mapped to the role IT CONV VW The dashboard displays the following information pertaining to the first five conversations e Conversation ID e Subject e Assign
8. Similarly if you choose the unit as Months you need to specify the number of months after which the spend entry will be archived Archival Batch Frequency Unit Specify the unit in which the archival batch frequency is specified You can choose one of the following units e Days e Months is ORACLE 2 3 e Years Rule Threshold Value Specify the rule threshold value This is the threshold value for the negative points accumulated for a rule ID to lower its priority by a notch Oracle FLEXCUBE classifies debit transactions under different soend classes based on the spend rules maintained If a transaction is reclassified under a different spend class the system applies negative points to the Rule ID Once the accumulated negative points exceeds the rule threshold value specified here the system lowers the priority of the rule by a notch Once you have captured the above details save the preferences Viewing Preferences for Interactions You can view the preferences set for Oracle FLEXCUBE interactions using Interactions Pref Summary screen To invoke this screen type ITSINPRF in the field at the top right corner of the Application toolbar and click the adjoining arrow button E Interactions Pref Summary Authorization Status Record Status Bank code ai Advanced Search Records per page 15 v 1 Of 1 Authorization Status Record Status Bank code Default User Role Indicator Stale Period
9. Spend Class to which the entry transaction is mapped to Source The Source Code of the Internal External System Module The Module encompassing the entry in consideration is ORACLE 4 2 2 Field Name Description Transaction The Reference Number of a transaction Reference Event Code This would identify the purpose for which the transaction had been triggered Branch Code The branch from which the entry was triggered Transaction Date The date on which the transaction had occurred Customer The Customer for whom the transaction had occurred Account Number The account number for which the transaction was triggered Amount The amount which was transacted Currency Currency of the above mentioned Amount Additional Additional information about the transaction detailed in the preceding Information statement narrative which is to be passed on to the account owner External System User ID The User ID mapped to the External System Channel User ID The User ID used to access the Channel from which the transaction was initiated Instrument Code Instruments like Cheques issued can be captured here Applied Rule The rule which has been applied to arrive at the Spend Class mapped to this entry Each entry considered for spend analysis is subject to a rule application logic which takes the entry through each rule arranged in ascending order of priority On
10. System displays the document reference number when you upload the document in the server Remarks Provide the additional remarks related to the document to be uploaded aH ORACLE Upload Click Upload button to upload the document Document Upload Document Path C Documents and Settinc Browse Submit Cancel You can browse through the document path and click Submit to generate the document reference number View Click View button to retrieve and view the uploaded document System stores the uploaded documents in the server as a binary image in the Web Content Management Repository The bank users and customers will be able to retrieve these documents and documents related information during conversation enquiries dim ORACLE 5 2 2 Viewing Conversation Summary You can view the summary of all conversation created in Oracle FLEXCUBE using the Conversations Summary screen To invoke this screen type ITSINTRN in the field at the top right corner of the Application tool bar and clicking the adjoining arrow button Conversation Summary Authorization Status Record Status Conversation ID Customer Name Conversation Date amp Conversation Mode Priority z Converastion Status Customer ID 8 Department Target Closure Date Venue Channel User ID a Advanced Search Records per page 15 1 Of 1 Authorization Status
11. any screen of Oracle FLEXCUBE place the cursor in either Customer Number or Customer Account Number field and press the F6 key The system will invoke the Customer instruction view screen Customer instructions View Customer AccountNo undefined Description Category Account Instructions Details 10f1 UserMessage Instruction Date Instruction Expiry Date You can search for the instruction details mapped to all memo IDs based on either one or more of the following parameters e Customer Account No es ORACLE e Description e Category Once you have specified the search parameters click Search button The system will display the following information e User Message e Instruction Date e nstruction Expiry Date 7 3 2 Viewing Instructions Summary You can view a summary of all instructions using the Instructions Summary screen To invoke this screen type CSSINSTR in the field at the top right corner of the Application tool bar and click the adjoining arrow button Instructions Summary Authorization Status v Record Status Memo ID 8 Customer Account No Category v Branch Code Advanced Search Records per page 15 v 1 084 Authorization Status Record Status Memo ID Customer Account No Category Branch Code You can search for the instructions based on either one or more of the following parameters e Authorization stat
12. at the top right corner of the Application toolbar and click the adjoining arrow button Alerts Selection Criteria Criteria Code Description Select From and Where Clause Final SQL Statement Maker Date Time Checker Date Time Record Status Authorization Status Specify the following details 9 ORACLE Criteria Code Specify a unique code that identifies the criterion that you are defining This code will be the unique identifier of the criterion based on which alert is generated The system will not allow you to modify the criteria code after saving it Description Specify a brief description of the selection criterion that you are defining Select Specify the Select part of the selection criterion The criterion must be defined as an SQL statement with aliases However you need not enter the keyword SELECT The alias naming convention is ColX Here X refers to the sequential number of the column in the Select clause Example s1 cust_ac_no Col1 s1 cust_no Col2 s1 ccy Col3 s1 account_class Col4 s1 ACY_OPENING_BAL Col5 s2 customer name1 Col6 s2 language Col7 s2 default media Col8 Based on the columns defined under Select and From and Where Clause the system forms the final SQL statement You need to ensure that the final SQL statement is a syntactically correct SQL statement From and Where Clause Specify the remaining part of the selection c
13. interested in a new Term Deposit product for investment He calls up the banks help desk number inquiring about the same The bank s helpdesk person opens a new conversation based on the details provided by Mr Mark Field Name Value Conversation Details Provide details about product TDO4 HELPDSK 07 FEB 2012 13 29 Step 2 Helpdesk person assigns the conversation to TD department TDDEPT The system auto assigns the conversation to TD role TD_ROLE This action will result in a query being raised to all the users mapped to that TD role Field Name Value Conversation Details Assigned to HELPDESK Help Desk TD_ROLE HELPDESK 11 2 2012 1 35 Provide details about product TD04 HELPDSK 07 FEB 2012 13 29 subordinate Mr Collin Step 3 Mr Taylor from the Term Deposits department pickup up the conversation an assigns it to his Field Name New Value Conversation Details Mr Collin Please clarify the customer with the required details Conversation Status O W Assigned to TD_ROLE COLLIN HELPDESK 11 2 2012 1 35 TAYLOR 1 1 2 2012 3 45 Assigned to HELPDESK Help Desk TD_ROLE HELPDESK Help Desk 1 1 2 2012 1 35 Provide details about product TD04 HELPDSK 07 FEB 2012 13 29 5 5 ORACLE Step 4 Mr Collin then responds to Mr Mark with all the details of Term Deposit product Field Name Value Conversation Details Providing de
14. on rules Maintaining Spend Classes Oracle FLEXCUBE has a set of predefined spend classes You can maintain additional spend classes using Spend Class Maintenance screen To invoke this screen type ITDSPCLS in the field at the top right corner of the Application toolbar and click the adjoining arrow button Spend Class Maintenance Class Code Description Customer Description Internal Class Code Description Maker Date Time Checker Date Time Record Status Authorization Status Tu ORACLE Specify the following details Class Code The system generates a unique spend class code This will be a unique identifier of the spend class that you maintain However you cannot modify the class code Description Enter a brief description of the spend class that you maintain Customer Specify the CIF of the customer whose account will be associated with the spend class The system will use the spend class for the account of the customer specified here Si a Customer No is associated with a spend class then the spend class is available only for this particular customer Description Based on the customer number selected the system displays the description Internal Class Code Specify the internal class code for bank reference When a customer creates a spend class through other modes you can map that class code to an internal class code This helps the bank identify and classify customer created spend classes
15. open Conversation open 2012 04 18 Customer TOD and Acc For Customer account 2012 04 18 Customer Branch Tran Customer 1 your acco 2012 04 18 s This screen displays five latest alert messages that require your attention You can click the link more to view the remaining alert messages in your Dashboard The messages are arranged in descending order of the effective date You can view the following details of the alert messages e Subject line of the alert message e Message e Effective date of the message For further details on User Dashboards refer to the User Dashboards user manual E ORACLE 4 1 4 2 4 Spend Analysis Introduction Oracle FLEXCUBE uses Spend Analysis to track the Debit transactions of a customer By tracking the debit transaction of an account the customer can manage all the debit transactions in amore effective way This chapter explains the spend analysis feature of Oracle FLEXCUBE and various maintenances and operations associated with it Spend Analysis in Oracle FLEXCUBE Spend analysis feature of Oracle FLEXCUBE supports the following actions e Automatically classify transactions under different spend classes e Manually reclassify transactions from external systems e Create new spend classes e View spend analysis details Oracle FLEXCUBE classifies the debit transactions from a customer account under different spend classes A spend class refers to the classi
16. to Mr Jones of the Accounting Department Mr Jones concludes that the amount deducted was an annual maintenance fee So he closes the conversation with a reply to the customer stating that the amount debited was an annual maintenance fee levied on the current account Mr John receives this message on his inbox Scenario 3 Mr Mark is interested in a new Term Deposit product for investment He calls up the banks help desk number inquiring about the same The bank s helpdesk person opens a new conversation based on the details provided by Mr Mark The helpdesk person assigns the conversation to a TD role This action will result in a query being raised to all the users mapped to that role Mr Taylor from the Term Deposits department pickup up the conversation and assigns it to his subordinate Mr Collin Mr Collin then responds to Mr Mark with all the details of Term Deposit product Mr Mark can view the message in his inbox f ORACLE Conversations in Oracle FLEXCUBE The captured conversations are assigned to the corresponding users The dashboard of respective bank user displays the conversation The details of the conversation during its life cycle are captured in such a way that it resembles an actual conversation The details section will be in reverse chronological order with the most recent updates being shown in the top Example 1 Step 1 Mrs Catherine calls up her Bank and speaks to Mr Edward from the Call Center
17. to create this alert you need to maintain the following selection criterion in Alert Selection Criteria screen SELECT s1 cust_ac_no col1 s1 cust_no col2 s1 ccy col3 s1 account class col4 s1 ACY_OPENING_BAL col5 s2 customer_namet1 col6 s2 language col7 s2 default_media col8 FROM fcubs12r1 sttm_cust_account s1 fcubs12r1 sttm_customer s2 fcubs12r1 ictm acc s3 WHERE account class TDO1 AND s1 cust no s2 customer no and s cust ac no s3 acc Further in Alert Definition screen under Message tab you need to create an alert message as follows Dear 6 FD a c No 1 Kindly note that your fixed deposit bearing account no 1 with an initial deposit of 3 5 is due for maturity on 9 The maturity balance for the deposit is 3 5 Regards Bank Name This is an auto generated message and does not need any signatures The actual message will be generated as follows Dear John Mathew FD a c No FD00003456 Kindly note that your fixed deposit bearing account no FD00003456 with an initial deposit of USD 1 000 00 is due for maturity on 07 Mar 2012 Regards Bank Name This is an auto generated message and does not need any signatures H ORACLE 3 Alert for fixed depositors maturity date intimation where the target type is Customer and Customer Both is RM Direct Only In order to create this alert you need to maintain the following s
18. view the details of customer spend entries and transactions using Spend Analysis screen To invoke this screen type ITDSPQRY in the field at the top right corner of the Application toolbar and click the adjoining arrow button Spend Analysis Customer Name Currency Description 10f1 L1 Month Spend Class Total Amount o You can search for the spend classification details based on the following parameters TUE ORACLE Customer Specify the CIF of the customer whose spend analysis you wish to view The option list displays all valid customer numbers maintained in the system Choose the appropriate one Based on the customer number the system displays the name of the customer Currency Specify the currency code The system will display the customer spend analysis for the currency specified here Based on the currency code specified the system displays the currency description Spend Entries Click Spend Entries tab to view the spend entries for the selected customer and currency Spend Analysis Customer Name Currency Description 10f1 o Month Spend Class Total Amount o You can view the following details of each customer spend entry e Month of the spend entry e Year of the spend entry e Spend class to which the entry transaction is mapped e Total amount spent as part of the transaction Transactions Click Transactions tab to view the spend transactions for the selecte
19. vs ORACLE 6 3 2 Viewing Reminders Summary You can view a summary of the reminders created in Oracle FLEXCUBE using the Reminders Summary screen To invoke this screen type ITSREMND in the field at the top right corner of the Application tool bar and click the adjoining arrow button Reminders Summary Reminder ID H Reminder Date Reminder Expiry Date Reminder Frequency v Target User ID 7 Advanced Search Records per page 15 v 1 0f 1 ReminderID Reminder Subject Reminder Date Reminder Message Reminder Expiry Date Reminder Frequency You can search for the reminders based on either one or more of the following parameters Reminder ID Reminder Date Reminder Expiry Date Reminder Frequency Target User ID Once you have specified the search parameters click Search button The system will display the following information Reminder ID Reminder Subject dis ORACLE Reminder Date Reminder Message Frequency View Days vs ORACLE 7 1 7 2 7 3 7 Instructions Introduction Oracle FLEXCUBE allows its users to convey important information to the end user either by displaying it on the dashboard emailing or sending an SMS You can provide different messages to different users of the same account Example Ms Cathy s loan payment is overdue for the past six months Mr Thomas from the Loans department maintains an instruction f
20. Cash Mr Sharma wants to reclassify this transaction under a spend class for repairs and maintenances However he observes that there is no system defined spend class for repair and maintenance transactions Mr Sharma creates a new spend class byname Repair amp Maintenance using the external system portal Further he reclassifies the transactions under the new spend class Repair amp Maintenance This classification is available on for Mr Sharma The break up of Mr Sharma s debit transactions is now as follows Date Currency Amount Spend Class 02 02 2012 INR 6 20 000 00 Savings Buy Car 08 02 2012 INR 5 000 00 Clothing 10 02 2012 INR 30 000 00 Insurance 16 02 2012 INR 2 000 00 Repair amp Maintenance 17 02 2012 INR 1 000 00 Cash Mr Sharma thus created a new spend class and classified a transaction under that spend class Classification of Entries Every debit entry can be classified under a spend class based on certain attributes held by the transaction Based on the rules defined in the Spend Rule Maintenance screen these attributes decide the classification of a transaction The following entries will be taken up for classification e Debit entries e Entries involving CASA accounts for whom spend analysis tracking is allowed at the account level An entry has the following attributes Field Name Description Spend Class The
21. Description The system displays the description of the internal class code Once you have captured the above details save the maintenance Note the following e Oracle FLEXCUBE receives and updates the details of spend classes created using external systems through gateway services The system will check whether the spend class received from the external system already exists in the Oracle FLEXCUBE with the same name If a spend class with the same name already exists the system will not allow the creation of a duplicate spend class e You cannot modify or close the spend classes created using external systems e f you modify a spend class the system will update the previous spend transactions to bear the modified spend class details Lis ORACLE 4 3 1 Viewing Spend Class Summary You can view a summary of spend classes maintained in Oracle FLEXCUBE using Spend Class Summary screen To invoke this screen type ITSSPCLS in the field at the top right corner of the Application toolbar and click the adjoining arrow button Spend Class Summary Authorization Status Record Status Class Code ai Description Customer 28 Advanced Search Records per page 15 iv 1 0f 1 Authorization Status Record Status Class Code Description Customer You can search for the spend class records based on one or more of the following parameters e Authorization status of the record e Spend class c
22. G INSTRUCTIONS p 7 1 7 3 1 Viewing Customer Instructions esee eese eee neen eene en een rennen trente trennen trennen 7 3 7 3 2 Viewing Instructions Summary eiie ttim arreter i een isei ipei resini eraras 7 4 8 SCREEN GLOSSARY Sti eo 8 1 Sel BEUNCHONID LIST eee to sete ame esas tede td pei eerte esit cde ed eb EHE Hen 8 1 ORACLE 1 About this Manual 1 1 Introduction This manual is designed to explain the Interactions IT module of Oracle FLEXCUBE It provides an overview to the module and provides information on using the Interaction module of Oracle FLEXCUBE You can further obtain information specific to a particular field by placing the cursor on the relevant field and striking F1 on the keyboard 1 1 1 Audience This manual is intended for the following User User Roles Role Function Back office managers officers Authorization functions Product Managers Product definition and authorization End of day operators Processing during end of day beginning of day Financial Controller Product Generation of reports Managers 1 1 2 Organization This manual is organized into the following chapters Chapter 1 About this Manual gives information on the intended audience It also lists the various chapters covered in this User Manual Chapter 2 The interactions help the customers track the info
23. Interactions Oracle FLEXCUBE Universal Banking Release 12 0 1 0 0 December 2012 Oracle Part Number E51465 01 ORACLE FINANCIAL SERVICES Interactions Table of Contents 1 ABOUT THIS MANUAL p Sbs 1 1 1 1 INTRODUCTION EE 1 1 1 1 1 Auden e E G l 1 1 1 2 Ig HIT l 1 1 1 3 Related Doc mentS PE 1 2 1 1 4 Glossary Of ICONS iit t er cipit cn dag eser tds epi duse bx Cose Fico epe deve E tsa Ee ug etd 1 2 2 INTERACTIONS IN ORACLE FLEXCUBE eere eese entes etn sns tn nonsense stones suse ta sens tn senatus satus eta sunu 2 1 2 1 INTRODUCTION P 2 1 2 2 SETTING PREFERENCES FOR INTERACTIONS esses nne eiieeii nennt tnter insti si tnis ien sette sarei nennen 2 2 2 2 1 Conversation Preferences Tab ace tp irr e re EUH ERE HP UU T PRU wevisoee ERN 2 3 2 2 2 Spend Analysis Preferences T b iie i e ppt eti ETE ES ERR Debbie ri ETIN TRES 2 5 2 3 VIEWING PREFERENCES FOR INTERACTIONS eese nennen nein nenne nne nn enin enne innen 2 6 Se AIDERUS M 3 1 3 1 INTRODUCTION 5 iie tene De e PI RARE NE OR ERU RO ORI A EEE 3 1 3 2 DEFINING ALERT SELECTION CRITERIA neeaae rea rr E He SHIP C PR EEG e Ee ertet E REEE 3 1 3 2 1 Viewing Alert Criteria Defi
24. LEVEL b WHERE b product_code a product_code AND b adversity_level in SELECT c adversity_level FROM CLTM_PRODUCT_STATUS_LEVEL c WHERE c product_code a product_code AND c status_code lt gt NORM and c adversity_level gt 1 Group By cust customer_name1 cust customer_no a user defined status dt today Having count 1 gt 3 Further in Alert Definition screen under Message tab you need to create an alert message as follows Dear USERNAME USERID Kindly note that as on today STODAY the number of loans for the customer 1 ID 2 with status 3 or worse is 5 Regards lt Bank Name gt This is an auto generated message and does not need any signatures Notice that three variables viz SUSERNAME USERID and TODAY are used in the above message While generating the actual message for a user the system replaces these variables with the bank user name user ID and the current application date The actual message will be generated as follows Dear Smith SM000123 Kindly note that as on today 01st Mar 2012 the number of loans for the customer Elizabeth ID C038756 with status NPA or worse is 5 Regards Bank Name se ORACLE This is an auto generated message and does not need any signatures 2 Alert for fixed depositors maturity date intimation where the target type is Customer and Customer Both is Customer Only In order
25. OD batch STBACC maintenance Corrected the batch Conversation Status W C ve ORACLE Field Name Value Assigned to ACCDEPT_ROLE Account Department JONES JONES 14 FEB 2012 15 01 Assigned to HELPDESK Help Desk ACCDEPT_ROLE Account Department HELPDSK 14 FEB 2012 14 30 200 has been debited twice from 0008341002 HELPDSK Help Desk 12 FEB 2012 14 30 Closure Remarks Y Display Closure Remarks to Customer 200 debited extra amount has been credited back to the Account The bank is extremely sorry for the inconvenience caused and will take all steps to ensure that this does not happen again Step 5 Mrs Catherine logs into her online account later and sees that her account balance has increased by 200 and the closure remarks message in her inbox Example 2 Step 1 Mr John has compliant regarding amount deducted from his current account Assuming that it was an extra EMI deducted for a loan he contacts Mr Edward from Loans Department explaining his concern Mr Edward then opens a conversation assigned to his name and begins an analysis Field Name Value Conversation Details An amount of 23 has been debited from account 00073482 BLONO1 07 FEB 2012 13 29 Step 2 Mr Edward finds out that that the amount debited was not an EMI amount So he transfers the conversation to Mr Jones from the Accounting Department asking him to look into the matter
26. The system displays the Description It contains either the customer name or the account name Instructions Details Instruction ID Specify a unique identifier for the instruction Display Type Select the display type of the memo The drop down list displays the following options e Override select this to display the memos in override screen while saving the input information and authorizing the transaction e Informational select this to display the memo after pressing the F6 key e Both select this to display the memo in override screen and after pressing the F6 key User Message Specify the message to be displayed after pressing the F6 key Instruction Date Specify the date on which the instruction is generated Instruction Expiry Date Specify the expiry date of the instruction ie ORACLE 7 3 1 Show to Customer Check the box to display the message to the end users Customer Message Specify the message to be displayed to the end customers at FCBD portal This message is displayed to the end users only when Show to Customer checkbox is selected Language Select the language The system displays the memo in this language Channel Select the mode of channel The drop down displays the following options e Dashboard e E Mail e SMS Viewing Customer Instructions You can view the instruction details mapped to all memo IDs of the corresponding customer through Customer Instructions View screen On
27. ated through XML or the customer creates the reminder in Oracle FLEXCUBE Direct Banking FCDB External System User ID The system displays the user id of FCDB Source Code By default the system displays FLEXCUBE as the Source Code If the reminder is created in FCDB the system displays the Source Code as FCAT Target User ID The system displays Target User ID It refers to channel user ID and FCUBS user ID if the reminders are created from FCDB and FCUBS respectively es ORACLE 6 3 1 Maker ID The system displays the name of the user who created the reminder o Maker ID can either relate to FCUBS user or FCDB customer Maker Date Stamp The system displays the date and time of creating the reminder o The date format is YYYY MM DD Viewing Reminders on User Dashboard Bank users can view the reminders on the dashboard Subject Message Effective Date Dismiss OoOooaa The system displays the following information on the dashboard e Subject e Message e Effective Date e Dismiss Dismiss Check the box to dismiss the reminder The dashboard displays only the first five reminders If the dashboard contains more than five reminders the other reminders are displayed on the next page You can navigate to the previous and next page using the left and right arrow keys on the top right corner of the dashboard window Click refresh icon to refresh the reminders displayed on the landing page
28. ccess Channel External System User ID Message Details used to hold a credit card which expired on April 2006 Till now i have not received any formal communication from the bank to settle my outstnading balance if any Since its a old case and the card was blocked in year 2005 HSBC credit card expired on April 06 Orginal Request Subject Detail Updating the issue with new details used to hold a credit card which expired on April 2006 Till now i have not received any formal communication from the bank to settle my outstnading balance if any Since its a old case and the card was blocked in year 2005 i had enquired with the the bank customer care and they did not specify me what was my outstanding balance to settle my card and was left in the dark Now after 5 yrs suddenly i get anonymous calls on my mobile asking me that the total amount due on the card is Documents Presented Reply to Customer Yes v Remarks to Customer We will look into the issue Customer Conversation Documents ELCs Checker Mod No 2 Record Status Open Authorization Status Date Time Date Time In this screen you need to specify the following information Conversation ID The system generates and displays the Conversation ID This is a unique identifier of the conversation Conversation Status The system displays the conversation status as Open However you can modify
29. ccounts They also help the bank users identify the tasks that require their attention Oracle FLEXCUBE supports the following interactions Interaction Description Conversation Conversation is the flow of information between you and the end user It helps you to track and address the request of the end users Reminder Oracle FLEXCUBE allows configuring reminders to remind about important activities like making a payment attending meetings and so on Instruction An instruction is a piece of information that is conveyed to you and the end user simultaneously on the dashboard You can provide different messages to different users of the same account Alert A business alert is a message that conveys such information by email sms or as a message on the user dashboard The alerts can be generated to the customers and bank staff at a regular interval defined in the system Spend Analysis Based on the type of expenditure from the account Oracle FLEXCUBE will classify the debit transactions under different spend classes This classification helps the customer get the details of the money spend from the account under each spend class zx ORACLE 2 2 Setting Preferences for Interactions You can set your preferences for Oracle FLEXCUBE interactions using Interactions Preferences Maintenance screen To invoke this screen type ITDINPRF in the field at the top right corner of the Application toolbar and c
30. ce e Client Office e Client Residence e Public Place Conversation Date Specify the date when the conversation started The system defaults the conversation date in accordance with the system date and branch offset Conversation Date cannot be future dated Conversation Time Specify the time when the conversation started The system defaults the conversation time in 24 hours format Senior Management Involved Select the corresponding senior management involved from the following options e COO e Region Head e Senior RM e CEO Other Offices Involved Specify other offices involved if any Last Changed On Last Changed On is a read only field displaying the date and time of the last modification Priority The system defaults the priority as Low Select the priority of the corresponding conversation from the following list e Low e Medium e High Target Closure Date Specify the tentative conversation closure date that was communicated to the customer id ORACLE Conversation Mode Select the mode of conversation from the following options e Meeting e Telephone e Email e Other e Face to Face Subject Specify a subject for the corresponding conversation Detail Specify the additional details if the corresponding conversation if any Original Request Specify the initial conversation message Documents Presented Specify the details of the documents presented Display Closure Remarks for Customer Select
31. ce a rule succeeds in its execution the spend class associated with that rule is assigned to the entry and the rest of the rules are not executed This process is repeated for the rest of the entries Classification of Reversal Entries In case of a reversal entry either the FCY amount LCY amount is negative or the event is reversal specific or both A reversal entry is considered if the following attributes match the original entry Field name Description Module The Module encompassing the entry in consideration Value Date The value date of the Transaction ORACLE 4 3 Field name Description Transaction Reference The Reference Number of a transaction for all modules except Loans Related Account For Loan Modules Branch Code The branch from which the entry was triggered Account Number The account number for which the transaction was triggered Amount Tag The amount tag used Currency Currency of the above mentioned Amount The reversed entry is matched with the original entry by searching spend entries If the entry is found the original entry and reversed entry are uncategorized The process status is updated as Deleted so that the entries are not considered for spend analysis The corresponding entry in spend entry group is also updated If a match for a reversal entry is not found in the original entry then the system applies the normal categorization process based
32. ction criteria code e Selection criteria description Once you have set the search parameters click the Search button The system displays the records that match the search criteria Double click a record to view the details a ORACLE 3 3 Defining Alerts You can define specific alerts to be sent to the bank staff and customers You need to define the alert codes and map the alert code to the customer or bank user using Alert Code Definition screen To invoke this screen type ITDADMNT in the field at the top right corner of the Application toolbar and click the adjoining arrow button Alert Definition Alert Code Description Criteria Code Final SQL Statement Preferences Targets Messages Effective From End Date Frequency Once View Days Maker Date Time Mod No Checker Record Status Date Time Authorization Status Specify the following details Alert Code Specify the alert code to be mapped to the customer or bank Quality Description System displays the description of the alert based on the specified alert code Criteria Code Specify the selection criteria code to be used for the alert The option list displays all valid selection criteria codes maintained in the system Choose the appropriate one Final SQL Statement Based on the criteria code selected the system displays the final SQL statement T4 ORACLE 3 3 1 Preferences Tab You can set the preferences for aler
33. d customer and currency diis ORACLE Expression Condition Elements Functions Operators Logical Operators Braces You can view the following details of each spend transaction under the Transactions tab e Spend class code to which the entry transaction is mapped e Description of the spend class e Date of transaction e Narrative the transaction details such as the transaction date value date reversal indicators etc e Currency of the amount e Amount of transaction e Additional information on the transaction in the preceding statement narrative to be passed on to the account owner e Source code of the internal external system e Module that covers the entry e Reference number of the transaction e Event code the purpose of the transaction e Branch of the transaction e Account number associated with the transaction e User ID mapped to the external system e Channel User ID to access the channel from which the transaction was initiated e nstrument code such as in case of cheques e Rule applied to classify the entry under a the spend class RS ORACLE 5 1 5 Conversations Introduction Using Oracle FLEXCUBE you can capture the conversations with the customers This helps you to track and address the request of the customers You can also capture the internal conversations within the bank triggered by the original interaction with the customer Examples Scenario 1 Mrs Catherine ca
34. e debit transactions from the account based on the spend rules defined for different spend classes 2 Reclassifying transactions under different spend classes After a week Mr Sharma views the breakup of his transactions from February 01 2012 to February 17 2012 He observes that the transactions are classified under different spend classes as follows Date Currency Amount Spend Class 02 02 2012 INR 6 20 000 00 Savings Buy Car 08 02 2012 INR 5 000 00 Clothing 10 02 2012 INR 30 000 00 Insurance 16 02 2012 INR 2 000 00 Cash 17 02 2012 INR 1 000 00 Cash Mr Sharma had spent INR 1 000 00 on fuel on February 17 2012 The system classified this expense under the spend class Cash Mr Sharma wants to re classify the transaction under the system defined spend class Fuel Date Currency Amount Spend Class 02 02 2012 INR 6 20 000 00 Savings Buy Car 08 02 2012 INR 5 000 00 Clothing 10 02 2012 INR 30 000 00 Insurance 16 02 2012 INR 2 000 00 Cash 17 02 2012 INR 1 000 00 Fuel Mr Sharma thus reclassifies a transaction under a different system defined spend class 4 2 ORACLE 4 2 1 3 Creating a new spend class Mr Sharma had his motorbike serviced at a local service station on February 17 2012 He had paid the service charge or INR 2 000 00 by cash The system classified this transaction under the spend class
35. ed as they are defined here The variable text will vary based on the intended user and the nature of the message This field is enabled only if the alert message is generated for the bank user Using Variables in Messages You can use certain variables in the alert messages generated for customers and users Few of the variables are given below Variable Description USERID While generating the alert message the system will replace this variable with the corresponding user ID from Alert Definition USERNAME While generating the alert message the system will replace this attribute with the user name of the corresponding user ID defined in the Alert Definition TODAY While generating the alert message the system will replace this attribute with the current system date Examples 1 Alert for the bank user about the customers who have more than three loans with statuses other than NORM with an adversity level greater than one In order to create this alert you need to maintain the following selection criterion in Alert Selection Criteria Screen SELECT cust customer name1 col1 cust customer no col2 a user defined status col3 dt today col4 COUNT 1 col5 FROM cltb account master a sttm customer cust sttm dates dt WHERE cust customer no a customer id AND dt branch code a branch code s ORACLE AND a user_defined_status IN SELECT b status_code FROM CLTM_PRODUCT_STATUS_
36. ed documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws Except as expressly permitted in your license agreement or allowed by law you may not use copy reproduce translate broadcast modify license transmit distribute exhibit perform publish or display any part in any form or by any means Reverse engineering disassembly or decompilation of this software unless required by law for interoperability is prohibited The information contained herein is subject to change without notice and is not warranted to be error free If you find any errors please report them to us in writing This software or hardware 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 e ORACLE
37. ed to You can use the arrow buttons on the top right corner of the dashboard to view the next previous Set of conversations The system displays the conversation details in the following sequence starting with the oldest conversation 1 Assigned to me and Open 2 Assigned to my role and Open 3 Assigned to me and in WIP status 4 Assigned to my role and in WIP status 5 Assigned to me and in Pending with customer status 6 Assigned to my role and in Pending with customer status dic ORACLE 6 1 6 2 6 Reminders Introduction Oracle FLEXCUBE allows you to configure reminders about important activities that require attention You can configure reminders for the bank staff and the customers This chapter describes the methods to create view and track reminders in Oracle FLEXCUBE Reminders in Oracle FLEXCUBE Reminders in Oracle FLEXCUBE are configured based on one of the following frequencies e Once e Daily e Weekly e Monthly e Yearly Reminders due on every day are generated using a scheduler driven batch program scheduled to run every day Examples Scenario 1 Ms Elizabeth a bank employee needs to make a mutual fund investment payment next week However she is worried about forgetting it She logs into her Oracle FLEXCUBE account and sets up a reminder for next week with the message Need to make mutual fund investment today and saves the reminder Ms Elizabeth logs into her account several ti
38. election criterion in Alert Selection Criteria screen SELECT s1 cust_ac_no col1 s1 cust_no col2 s1 ccy col3 s1 account_class col4 s1 ACY_OPENING_BAL col5 s2 customer_namet1 col6 s2 language col7 s2 default_media col8 FROM fcubs12r1 sttm_cust_account s1 fcubs12r1 sttm_customer s2 fcubs12r1 ictm_acc s3 WHERE account class TDO1 AND s1 cust no s2 customer no and s cust ac no s3 acc Further in Alert Definition screen under Message tab you need to create an alert message as follows Dear RM RMUID Kindly note that your customer 2 customer id 6 has a fixed deposit no 1 which is maturing on 9 The maturity balance for the deposit is 3 5 Regards Bank Name This is an auto generated message and does not need any signatures The actual message will be generated as follows Dear Joseph RM0875344 Kindly note that your customer John Mathew customer ID CUST23456 has a fixed deposit no FD00003456 which is maturing on 07th Mar 2012 The maturity balance for the deposit is USD 12 000 Regards Bank Name This is an auto generated message and does not need any signatures i ORACLE 3 3 4 Viewing Alert Definition Summary You can view a summary of the alerts defined in Oracle FLEXCUBE using Alert Definition Summary screen To invoke this screen type ITSADMNT in the field at the top right corner of the Application toolbar and click the adjoin
39. fication of debit transactions made from a customer account for a specific purpose Based on the type of expenditure from the account Oracle FLEXCUBE will classify the debit transactions under different spend classes This classification is available only for the respective customer It helps the customer to get the details of the money spend from the account under each spend class Examples 1 Classifying transactions under spend classes Mr Sharma is a customer of the bank He has access to an external system portal to view the breakup of all transactions involving debits from his account The transactions are already grouped under different spend classes based on certain rules either pre defined or maintained in Oracle FLEXCUBE Mr Sharma s debit transactions from February 01 2012 to February 13 2012 are given below Date Currency Amount Transaction Narrative 02 02 2012 NR 6 20 000 00 Car Purchase 54 ORACLE Date Currency Amount Transaction Narrative 08 02 2012 INR 5 000 00 Shopping at Nike 10 02 2012 INR 30 000 00 Life Insurance Premium Date Currency Amount Spend Class 02 02 2012 INR 6 20 000 00 Savings Buy Car 08 02 2012 INR 5 000 00 Clothing 10 02 2012 INR 30 000 00 Insurance Based on the spend rules the system classifies the transactions under different spend classes as follows The system thus classifies th
40. hoose the unit as Days you need to specify the number of days here Similarly if you choose the unit as Months you need to specify the number of months during which a closed conversation will remain active Stale period Unit Specify the unit in which the stale period is specified You can choose one of the following units e Days e Months e Years a ORACLE Default User Role Indicator Specify whether you are setting the conversation preferences for a particular user or a user role The drop down list displays the following options e User e Role Choose the appropriate one In case the conversation is not assigned to any user or role the system will default the corresponding conversation to a user or role Default User Role Name Specify the user ID or role name If you are maintaining the conversation preferences for a user profile specify the user ID If you are maintaining the conversation preferences for a user role specify the user role If Department wise User Role is not maintained then the conversation will be assigned to the Default User Role Name maintained Department Specify the department for which you are setting the conversation preferences The option list displays all valid department codes maintained in the system Choose the appropriate one User Role Specify whether you are setting the conversation preferences for a particular user or a user role The drop down list displays the fo
41. ing arrow button E Alert Definition Summary Authorization Status Alert Code Description Frequency Record Status Criteria Code Effective From View Days End Date Customer No Column Target Type Position Customer Both E Advanced Search Records per page 15 v 1 0f 1 Authorization Status Record Status Alert Code Criteria Code Description Effective From Frequency View D You can search for the records based on one or more of the following parameters Authorization status of the record Alert code Alert description Frequency of the alert End date Target type Record status Criteria code Effective date View days 3 13 ORACLE 3 4 e Customer number column position e Customer both Once you have set the search parameters click Search button The system displays the records that match the search criteria Double click a record to view the detailed screen of the record Viewing Alert Dashboard Oracle FLEXCUBE generates and displays the user alerts defined for your user profile You can view the user alerts on Alerts screen in your Dashboard You can also view the Alerts screen by typing ITDALEDB in the field at the top right corner of the Application toolbar and clicking the adjoining arrow button Alerts Ft Subject Message Effective From Conversation
42. lick the adjoining arrow button interactions Preference Maintainence I Enter Query Bank code Conversation Preferences Spend Analysis Preferences Stale Period Days Default User Role Indicator User Default User Role Name 10f El Department User Role Assigned To Maker Date Time Checker Date Time Mod No Record Status Authorization Status Specify the following details Bank Code Specify the bank code of the corresponding head office branch The adjoining option list displays the bank code of the head office branch You can maintain these preferences at the head office level only RE ORACLE 2 2 4 Conversation Preferences Tab You can set the preferences with respect to the conversations under the Conversation Preferences tab Click Conversation Preferences tab on Interaction Preferences Maintenance screen L Interactions Preference Maintainence I Enter Query Bank code Conversation Preferences Spend Analysis Preferences Stale Period Days Default User Role Indicator User Default User Role Name 10f1 al Department User Role Assigned To Maker Date Time Checker Date Time Mod No Record Status Authorization Status Specify the following details Stale Period Specify the period after which a closed conversation is moved to Archival You can specify the stale period in terms of number of days months or years If you c
43. llowing options e User e Role Choose the appropriate one Assigned To Specify the user ID or role to which the conversations are assigned Based on the department code and the applicable class user role the option list displays the user IDs and roles that are applicable Choose the appropriate one You can add more rows to the list using add button You can also delete rows by checking the respective checkboxes and clicking the delete button ES ORACLE 2 2 2 Spend Analysis Preferences Tab You can set the preferences with respect to the spend analysis under the Spend Analysis Preferences tab Click Spend Analysis Preferences tab on Interaction Preferences Maintenance screen interactions Preference Maintainence I Enter Query Bank code Spend Analysis Required Archival Period Threshold Value Default Spend Class Description Maker Date Time Checker Date Time Mod No Record Status Authorization Status Specify the following details Spend Analysis Required Check this box to indicate that spend analysis is applicable to the selected bank code If you do not check this the system will not enable spend analysis for the bank Archival Batch Frequency Specify the period after which the spend entry should be considered for archival You can specify the period in terms of number of days months or years If you choose the unit as Days you need to specify the number of days here
44. lls up her Bank Helpdesk and informs that her Account has been debited twice for last evening s ATM transaction She complained that she has withdrawn 200 but her online account statement show 200 been debited twice Mr Edward the bank s helpdesk representative Mr Edward takes down her complaint and informs her that he will get back to her at the earliest He logs a conversation by filling in the necessary details and assigns the conversation to Accounts department Mr Jones from the Accounts department gets this in his dashboard and takes up the conversation and figures out the problem and takes steps to resolve the issue and credits back the 200 to Mrs Catherine s account Jones closes the conversation and gives the closure remarks 200 debited extra accidentally has been credited back to the Account The bank is extremely sorry for the inconvenience caused and will take all steps to ensure that this does not happen again Mrs Catherine logs into her online account later and sees that her account balance has increased by 200 and the closure remarks message in her inbox Scenario 2 Mr John has a compliant regarding amount deducted from his current account Assuming that it was an extra EMI deducted for a loan he contacts Mr Jonathan from Loans Department explaining his concern Mr Jonathan then opens a conversation for the customer He finds out that the amount debited was not an EMI amount So he assigns the conversation
45. mes during the week and performs her regular transactions The next week when she logs into her account the reminder message Need to make mutual fund investment today is displayed on her dashboard She makes the payment and dismisses the reminder The message is removed from her dashboard and it is no longer shown Scenario 2 Mr Brown a customer of the bank wants to be reminded of his credit card payment that he have to do ona monthly basis He maintained a reminder with the subject as Credit Card Payment and the reminder message as Pay the credit card bill for this month He has selected the reminder frequency as Monthly and the Reminder date as 4 March 2012 Hence the system will generate all the reminders due for 4 of every month 2012 Starting from March on 4 of every month a reminder is displayed on his dashboard reminding him about his credit card bill payment o References to reminder date in the example are with respect to the system date of the database where the reminder is stored d ORACLE 6 3 The system removes the dismissed reminders from the dashboard and they are no longer displayed The system archives both the dismissed and expired reminders However you can modify and save the expired and already processed reminders By default all the maintained reminders are auto authorized Creating Reminders You can create a reminder using the Reminders screen To invoke this screen
46. nition Summary eese teet ener tente trennen 3 3 Bd IDBEINING ALERTS cte HRS I OON RE E EREEU DIEI DO IG ERE RETR ETATE 3 4 3 3 4 Preferences Tab eee n ERE E E ERU ER VAR Ve SERES Ve sk CVV Ye FE ERR eue ea voa EVEN Ve EY EN UE 3 5 3 9 2 Torget Ibis e Ree E EX voneds e EAR HERE A N ERR ER eu AN e E EREXUR Re pe E dentine 3 6 3 9 3 Message TOD Em 3 8 3 3 4 Viewing Alert Definition Summary eese eene rennen nennen nenne trennen nennen nens 3 13 3 4 VIEWING ALERT DASHBOARD eerte cette tre entree Mere RENS Re EUR ERE REYPRER FEX sues vavscuereerontevscieauarentens 3 14 4 SPEND ANALYSIS 4 1 4 1 INTRODUCTION C 4 1 4 2 SPEND ANALYSIS IN ORACLE FLEXCUBE esee nennen rinine Ei seta SMe tnis tenant ensis inset inane 4 1 4 2 1 Classification of Entries eee iret ete inet RE re re riae e E E aget 4 3 4 2 2 Classification of Reversal Entries eese eene nennen een een eene nenne trennen trennen 4 4 4 3 MAINTAINING SPEND CLASSES ss3 cessessevesbscensesstanevatsrbersuseespsvesnenssotenssovebienssntsvitenenbsuneonastecenebseunedeast nes 4 5 4 3 1 Viewing Spend Class Summary eerie tee tto rket ee eb ated Teste lo ise Ye YR Oe de an E E A 4 7 44 DEFINING SPEND RULES iere RET RR ORE DR PIER Cere 4 8 4 4 1 Creating Conditions with Expressions esee eene nennen rennen nette tenente trennen 4
47. ode e Customer number e Record status e Description of the class Once you have set the search parameters click Search button The system displays the spend class maintenance records that match the search criteria d ORACLE 4 4 Defining Spend Rules Oracle FLEXCUBE classifies the debit transactions into different spend classes based on the spend rules You can define new spend rules using Spend Rule Maintenance screen To invoke this screen type ITDSPRLM in the field at the top right corner of the Application toolbar and click the adjoining arrow button E Spend Rule Maintenance E New Bank Details Bank Code Bank Name Rule Details 1010 Priority Condition Expression Result Spend Class Code Description Negative Points Eression Tue o Date Time Mod No Record Status Date Time Authorization Status Specify the following details Bank Code The system displays the bank code Priority Specify the priority of the spend rule sequence You can set the priority in any random order 1 100 91 888 etc The system considers the priority of a rule while classifying transactions Condition Specify the condition to be used in the rule You can define a condition using the Expression button For further details on defining conditions using expressions refer to the section Creating Expressions in this chapter If a debit entry satisfies the condition and result the system
48. omer and bank users for who will receive the alert message Click Target tab Alert Definition Alert Code Description Criteria Code Final SQL Statement Preferences Targets Messages Target Type Custome Customer Both Customer No Column Position Targets 100 Bank User Type Target ID Description User Maker Date Time Mod No Checker Record Status Date Time Authorization Status Specify the following details Target Type The target type indicates the receiver of the alert message The drop down list displays the following target types e Customer select this if the alert message is intended only for the customer e Bank User select this if alert message is intended only the bank user e Both select this if the alert message is intended for the customers and the bank users You can choose the appropriate one Customer Both Specify the intended target The drop down list displays the following options ii ORACLE e Customer Only if you select this the system generates the alert to the customer alone e Customer and RM Direct if you select this the system generates the alert to the customer and the direct relationship manager e Customer and Full RM Hierarchy if you select this the system generates the alert to the customer and the full relationship manager hierarchy e RM Direct Only if you select this the system generates the alert to the direct relati
49. onship manager alone e RM Full Hierarchy Only if you select this the system generates the alert to the full relationship manager hierarchy You can select one of the above options only for the target types Customer and Both Customer No Column Position Specify the position of the customer number column in the SQL statement If you have selected the target type as Customer or Both it is mandatory to specify the customer number column position Bank User Type Specify the bank user type to receive the alert message The drop down list displays the following user types e Role e User ID Choose the appropriate one This is applicable only if the target type is Bank User Target ID Specify the target ID If the Bank User Type is Role you need to specify the particular user role If the Bank User Type is User ID you need to specify the respective user ID You can choose the appropriate target ID from the option list The alert message will be generated to the target IDs selected here Description The system displays the description of the selected target ID You can add more bank user types by clicking the add button You can also delete a bank user type using delete button did ORACLE 3 3 3 Message Tab You can capture the details of the message to be sent to the customers and users under Message tab Click Message tab Alert Definition Alert Code Desc
50. or all Bank users to utilize the credits of Ms Cathy s account towards the loan repayment He also maintains a message for Cathy reminding about the missed loan payment Instructions in Oracle FLEXCUBE Oracle FLEXCUBE facilitates to display instructions to the bank users and the customers simultaneously You can capture multiple instructions under one Memo ID and can access these instructions Maintaining Instructions You can maintain instructions using the Instructions Maintenance screen To invoke this screen type CSDINSTR in the field at the top right corner of the Application tool bar and click the adjoining arrow button instructions Maintenance Memo ID Branch Code Category Customer Account No Description Instructions Details 100 Instruction ID Display Type User Message Instruction Date Instruction Expiry Date Showto Customer Customer Message Maker Date Time Mod No Checker Record Status Date Time Authorization Status ORACLE You need to specify the following information Customer Account No Specify the Customer Account No of the account for which the instructions needs to be maintained Memo ID The system generates and displays the Memo ID It is a unique identifier for the customer account Branch Code The system displays the branch code of the account Category The system displays the category based on the selection of Customer Account No Description
51. pression button on Spend Rule Maintenance screen iid ORACLE Expression Condition Elements Functions Operators Logical Operators Braces You need to specify the following details to create the expression Condition Based on the element operators and logical operators that you select in the below fields the system displays the condition Elements Select element based on which you need to build a condition for spend rule The following elements are applicable to spend rules Element Field Description SOURCE Source The source code of the internal external system MOD Module The module encompassing the entry in consideration TRNREF Transaction The reference number of the transaction Reference EVENT Event The purpose of triggering the transaction Code AMOUNT Amount The amount transacted CCY Currency Currency in which the amount is represented ADDLINFO Additional Additional transaction details from the preceding statement Information narrative which will be passed on to the account owner EXTSYSUID External The user ID mapped to the external system System i ORACLE Element Field Description User ID CHANNELUID Channel The user ID used to access the channel from which the User ID transaction was initiated INSTMTCODE Instrument Code of the instruments such as cheques Code TRNCODE Transaction
52. ription Criteria Code Final SQL Statement Preferences Targets Messages Messages 1010 Channel Language Subject Customer Message User Message Dashboard Maker Date Time Checker Record Status Date Time Authorization Status You can capture the following details under this tab Channel Specify the mode of message delivery The drop down list displays the following channels e Dashboard applicable to bank users only e Email applicable to customers only e SMS applicable to customers only Choose the appropriate one The alert message is delivered to the customer bank user by the mode specified here Language Specify the language of the alert message The option list displays all valid languages that are applicable Choose the appropriate one Subject Specify a subject that is significant to the alert message to be generated Customer Message Enter the message to be generated for the customer The message may contain two types of text viz static and variables e ORACLE 3 3 3 1 The static text will be generated as they are defined here The variable text will vary based on the intended customer and the nature of the message This field is enabled only if the alert message is generated for the customer User Message Enter the message to be generated for the bank user or RM The message may contain two types of text viz static and variables The static text will be generat
53. riterion You need not enter the keyword From Based on the columns defined under Select and From and Where Clause the system forms the final SQL statement You need to ensure that the final SQL statement is a syntactically correct SQL statement Final SQL Statement The system concatenates the values defined under Select and From and Where Clause and displays the final SQL statement This must be a valid SQL statement The system generates the alert messages based on this final SQL statement Once you have captured the details save the record To define the criteria as SQL statement you need to have sufficient understanding about the data model of Oracle FLEXCUBE and SQL programming language x ORACLE 3 2 4 Viewing Alert Criteria Definition Summary You can view a summary of the alert criteria maintained in Oracle FLEXCUBE using Alert Selection Criteria Summary screen To invoke this screen type ITSACMNT in the field at the top right corner of the Application toolbar and click the adjoining arrow button Alert Selection Criteria Summary Authorization Status Record Status v Criteria Code ai Description Advanced Search Records per page 15 v 320 3 Authorization Status Record Status Criteria Code Description You can search for the records based on one or more of the following parameters e Authorization status of the record e Status of the record e Sele
54. rmation related to their accounts They also help the bank users identify the tasks that require their attention Chapter 3 Alerts give critical information on their accounts or transactions to help them take appropriate actions The bank staff may also require certain information on the customer accounts and transactions Chapter 4 Spend Analysis tracks the Debit transactions of a customer By tracking the debit transaction of an account the customer can manage all the debit transactions in a more effective way Chapter 5 Conversations help capturing the conversations with the 1 1 ORACLE customers This helps you to track and address the request of the customers Chapter 6 Reminders describes the methods to create view and track reminders about important activities that require attention for the bank staff and the customers Chapter 7 Instructions convey important information to the end user by displaying it on the dashboard emailing or sending an SMS 1 1 3 Related Documents e Procedures User Manual 1 1 4 Glossary of Icons This User Manual may refer to all or some of the following icons RCM Delete row Option List ORACLE 2 Interactions in Oracle FLEXCUBE Introduction Oracle FLEXCUBE interacts with the bank users and customers based on certain predefined parameters The interactions help the customers track the information related to their a
55. t message generation under Preferences tab Click Preferences tab on Alert Definition screen Alert Definition pss New Enter Query Alert Code Description Criteria Code Final SQL Statement Preferences Targets Messages Effective From End Date Frequency Once View Days Maker Date Time Mod No Checker Record Status Date Time Authorization Status Under this tab you can set the following preferences for the alert generation Effective From Specify the start date of the alert message generation Click the date button to choose a date from the calendar The system will generate the alerts for the users customers from this date End Date Specify the end date of the alert message generation Click the date button to choose a date from the calendar The system will generate the alerts for the users customers until this date Frequency Specify the frequency of the alert message generation Depending on the requirement you can choose one of the following frequencies e Once e Daily e Weekly e Monthly e Yearly ae ORACLE View Days Specify the number of days you wish to keep the alert message in the dashboard or the portal The user or customer can view the alert message in the dashboard or portal for the number view days maintained here After that the message will disappear from the dashboard or portal 3 3 2 Target Tab You can capture the details of the cust
56. tails Conversation Status W R Assigned to TD ROLE COLLIN COLLIN 15 2 2012 20 43 Mr Collin Please clarify the customer with the required details Conversation Status O W Assigned to TD ROLE COLLIN TAYLOR Q1 1 2 2012 3 45 Assigned to HELPDESK Help Desk TD ROLE HELPDESK 11 2 2012 1 35 Provide details about product TD04 HELPDSK 07 FEB 2012 13 29 Closure Remarks Y Display Closure Remarks to Customer Product Name TD04 Rate of Interest 10 Redemption period 5 years Te ORACLE 5 2 1 Creating Conversations You can create conversations using the Conversation Input screen To invoke this screen type ITDINTRN in the field at the top right corner of the Application tool bar and clicking the adjoining arrow button Conversation Input ustomer Details Customer ID 000000168 Customer Name Jason Landless onversation Details Conversation ID 0000000824 Conversation Date Conversation Time Last Changed On Department Details Department 2012 06 22 15 21 2012 06 22 15 21 00 CRM Priority Conversation Status Target Closure Date Other Department Medium we e Conversation Category Venue Conversation Mode Senior Management Compliants Branch Involved Other Offices Involved User Role user s Assigned To SHANK hannel Details Channel User ID No Direct A
57. the conversation status The drop down list displays the following statuses e Open Select Open when create a new conversation e WIP Select WIP when you assign the conversation to a user e Close Select Close when the conversation is closed 5 7 ORACLE e Pending with Customer Select Pending with Customer if the conversation is pending with Customer e Re Open Select Re Open to modify a closed conversation Customer ID Specify the customer ID The option list displays all valid customer IDs maintained in the system You can select the appropriate one Customer Name Based on the customer ID selected the system displays the name of the customer Department Specify the corresponding Department You can also click on the adjoining option list and select the corresponding Department Other Department Specify other departments if any User Role Select the category to which the conversation is being assigned to from the following options e User e Role Assigned To Specify the bank user or role to which the conversation needs to be assigned by clicking on the adjoining option list Conversation Category Select the category of the corresponding conversation from the following list e Call Report e Courtesy Meeting e Customer Interaction e Service Request e Complaints e Lead Venue Select the venue of the corresponding conversation from the following list s ORACLE e Branch e Face to Fa
58. the option to specify whether to display closure remarks for customer or not The system defaults the Closure Remarks for Customer as Yes Closure Remarks Specify the closure remarks Note Closure Remarks is mandatory if Display Closure Remarks to Customer is opted and Conversation Status belongs to the following options e Open e WIP e Pending with Customer e Close Direct Access Channel The system displays the Direct Access Channel as checked if conversation is initiated from FCDB Direct access channels pus ORACLE External System User ID The system displays the system user ID of FCDB Channel User ID The system displays the channel used by FCDB for the conversation 5 2 1 1 Uploading Documents You can upload documents during conversation using Document Upload screen These documents are retrievable to the bank users or customers involved in the conversation To invoke this screen click Documents button in Conversation Input screen Document Upload Document Upload 10f1 2 Document Category Document Type Document Reference Upload i You can specify the following details here Document Category Select the appropriate Document Category from the adjoining option list Document Type Select the appropriate Document Type from the adjoining option list Document Reference
59. type ITDREMND in the field at the top right corner of the Application tool bar and click the adjoining arrow button Reminders New 5 Enter Query Reminder ID Reminder Date Reminder Expiry Date Reminder Frequency Once Reminder Instance View Days Reminder Subject Reminder Message Direct Access Channel Source Code External System User ID Target User ID Makerld MakerDateStamp You need to specify the following information Reminder ID The system generates and displays Reminder ID It is a unique identifier for the reminder Reminder Date Specify the date when the message needs to be reminded is ORACLE Reminder Expiry Date Specify the expiry date of the reminder o If you do not specify the Reminder Expiry Date the system will generate indefinite reminders at a defined frequency You can stop the reminder only by deleting it Reminder Frequency Specify the frequencies available from the following options e Once e Daily e Weekly e Monthly e Yearly Reminder Instance View Days Specify the number of days for which the reminders should be displayed on the user dashboard The system displays the reminder message on the user dashboard from the reminder date for the number of days specified here Reminder Subject Specify a subject for the reminder Reminder Message Specify the message that needs to be reminded Direct Access Channel The system displays a check in the box if the reminder is cre
60. us e Record Status P ORACLE e Memo ID e Customer Account No e Category e Branch Code Once you have specified the search parameters click Search button The system will display the following information e Authorization status e Record Status e Memo ID e Customer Account No e Category e Branch Code m ORACLE 8 1 Function ID List 8 Screen Glossary The following table lists the function ID and the function description of the screens covered as part of this User Manual Function ID Function Description CSDINSTR Instructions Summary ITDACMNT Alerts Selection Criteria ITDADMNT Alert Definition ITDALEDB Alerts ITDINPRF Interactions Preference Maintenance ITDINTRN Conversation Input ITDSPCLS Spend Class Maintenance ITDSPQRY Spend Analysis ITDSPRLM Spend Rule Maintenance ITSACMNT Alerts Selection Criteria Summary ITSADMNT Alert Definition Summary ITSINPRF Interactions Pref Summary ITSINTRN Conversation Summary ITSREMND Reminders Summary ITSSPCLS Spend Class Summary 8 1 ORACLE ORACLE Interactions December 2012 Version 12 0 1 0 0 Oracle Financial Services Software Limited Oracle Park Off Western Express Highway Goregaon East Mumbai Maharashira 400 063 India Worldwide Inquiries Phone 91 22 6718 3000 Fax 91 22 6718 3001 www oracle com financialservices Copyright 2007 2012
61. will classify that entry under the spend class mapped to the rule Result Specify whether the condition is expected should be met or not You can choose one of the following results from the drop down list ii ORACLE e True e False If a debit entry satisfies the condition and result the system will classify that entry under the spend class mapped to the rule Spend Class Code Specify the spend class to which you need to map the spend rule The option list displays all the system defined spend class codes maintained in the system Choose the appropriate one Description The system displays the description of the spend class Negative Points The system displays the negative points that the rule sequence has The system displays zero as the default value when you define the rule The system adds a negative score only when an entry classified based on this condition is reclassified later under a different system defined spend class When the negative points accumulated by a rule exceed a threshold limit set at Interactions Preferences the system brings down the priority of the rule The system considers the priority of a rule while classifying transactions As the rule priority goes down the system is less likely to consider the rule while classifying transactions 4 4 1 Creating Conditions with Expressions You can build the conditions with expressions for the spend rule conditions using Expression screen Click Ex

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