CME 7 Upgrade Mark Lewis – CME Architect

CME 7 Upgrade Mark Lewis – CME Architect

Objectives • Audience • Technical post-sales consultants and project managers • Assumes knowledge of Siebel 6.x architecture and CME 7 enhancements • Objectives • Understand the automated steps of the CME 7 upgrade • Understand the manual steps required in the upgrade • Be prepared to advise customers on their upgrade plan

Agenda • Overall Upgrade Path • Windows Clients • Client Scripts • HTML Clients • CTI • Products • Parameters • Prices • Service Orders • End-User Training • Summary • Questions

Wireless Client Mobile Web Client WAP Browser Web Browser Object Manager Business Objects • Business • Components Data Manager RDBMS Local DB Web Server Siebel Web Server Extension Gateway Server Load Balancer Siebel 7 Architecture & Functionality Web Client Connected Web Client Handheld Client Web Browser Web Browser Object Manager Business Objects • • Business Components WAP Gateway Server Data Manager RDBMS EAI Siebel ServerManager Siebel Enterprise Server Siebel Server File System Manager Object Manager • Synch Manager • Assignment Manager • Workflow Manager • Replication Manager Business Objects • • Business Components Regional Database(s) RDBMS Data Manager RDBMS Data Manager Siebel DB Siebel File System

Low Total Cost of Ownership Upgrade Server DBMS Automated Object Upgrade Configure Application Automated Applet / UI Upgrade Siebel Conversion Wizard Siebel Application Upgrader Siebel Tools Siebel Anywhere Zero-Install Web Clients Mobile Web Clients Clear Upgrade Path

Supported CME 7 Upgrade Paths • Directly upgrade to the CME 7 Web Client from the following prior releases: • SCE 99.5/6 • Windows Dedicated Client • Windows Thin Client • SCE 2000.x • Windows Dedicated Client • Windows Thin Client • HTML Thin Client • Siebel 7 horizontal • Releases prior to Siebel 99.5 require a two-step process: • Upgrade to SCE 2000 • Upgrade from SCE 2000 to CME 7

Yes No No Yes Siebel 7 Upgrade Flow Chart • Upgrade path to Siebel 7 still utilizes many of the same basic steps as previous upgrades • Additional steps may be required depending on your deployment needs Upgrade Web Templates Upgrade Database/ Prepare Repositories Perform Merge Test Deploy Previous HTML Deployment? Multi- lingual? Migrate Client Scripts Web-enable UI Add Language = Current step = New Step

Upgrade the Database • Performs the following: • Base schema upgrade • Repository import and preparation • Seed data import • Further automated in Siebel 7 by a new wizard interface • Less error prone • Process is re-startable • Further customized for your upgrade path and database platform

Siebel Application Upgrader • Automated upgrade process: • Migrates customizations • Supports multiple releases • Proven through thousands of upgrades • Used internally for vertical upgrades • Improved for Siebel 7: • Faster • Uses less memory • Upgrade inheritance • Apply Siebel’s changes to copied objects

For Customers with Multilingual Deployments • Siebel 7 moves string translations and other locale-specific object properties into the repository • Locale-specific configurations for many languages stored in a single repository • UI changes for a particular language configured directly or translations can be imported from an external file • To upgrade • Import standard locale objects containing strings and other properties • Import previously modified string maps via utility

Siebel 7 Web Client • Zero-footprint Web client for all channels: • Employee • Customer • Partner • Mobile • Replaces: • Windows 32 client • ActiveX Thin Client • Java Thin Client • New physical UI layer

Migrate User Interface Configuration • Vanilla UI objects are web enabled during the upgrade • The Web Client Migration Wizard web enables custom applets and views • The wizard is invoked from Siebel Tools after the repository merge • Operates on batches of objects • Copies the look and feel of selected applets and views • After using the Web Client Migration Wizard developers can fine-tune the layout of the applets and views using the visual Web layout editors

Web Client Migration Wizard 1. Choose the configurations to migrate

Web Client Migration Wizard 2. Select model applets for each applet category

Web Client Migration Wizard 3. Select model views for each category of view

Web Client Migration Wizard 4. Adjust mappings as needed

Contact List View – Siebel 2000 Windows Client

Contact List View – Siebel 7 Web Client

Siebel Server Siebel Server Browser Script • Executed in the browser during run time • Authored within Siebel Tools • Uses browser-native JavaScript • DOM and Siebel event models • Supports COM-based integration with desktop applications like Microsoft Excel Desktop Applications Web Client Web Browser Siebel Ext. Web Server Web Servers Farm Application Servers External Packaged and Legacy Applications CorporateData Siebel Database

Siebel Server Siebel Server Server Script • Executed in the Siebel Object Manager • Authored within Siebel Tools and administrative views in other Siebel applications • Siebel VB and eScript can coexist in Siebel 7 • Siebel event model • Supports business logic and integration Desktop Applications Web Client Web Browser Siebel Ext. Web Server Web Servers Farm Application Servers External Packaged and Legacy Applications CorporateData Siebel Database

Migrate Client Scripts • The bulk of scripts remain unchanged: • Application • Business component • Business service • Siebel Tools identifies scripts and script fragments that need to be migrated: • Applet scripts • Scripts that reference the UI • Scripts that interact with desktop applications • Script to support ActiveX controls

Applet Browser Script Applet Script Applet Server Script Migrate Client Scripts – Applet Scripts • Applet Scripts generally need to be moved to one or more of the following: • Applet (Web) Script (Server) • PreInvokeMethod • InvokeMethod • ShowControl • ShowListColumn • PreCanInvoke • Load • Applet Script (Browser) • PreInvokeMethod • InvokeMethod • ChangeRecord • ChangeFieldValue • Application Script (Server) • PreNavigate • Navigate • Business Component Script (Server) • PreInvokeMethod

Migrate Client Scripts – Scripts that Reference the UI • Siebel methods that reference the UI have changed or are not supported in server scripts: • Application.ActiveApplet • Application.ActiveBusComp • Application.GotoApplet • Application.InputBox • Application.MsgBox • Application.ShowStatus • Buscomp.AllowNotification • Buscomp.SuppressNotification • Methods that interact with the operating system will generally work on the server but should be reviewed, e.g, • Date() • ChDir

Migrate Client Scripts – Inbound COM • Calling into Siebel applications from an external application via COM • Examples: • Drive the Siebel client via automation • Access BusComp data in the current Siebel client context from an external application • Approach: • Small ActiveX control is downloaded to browser • Use the automation interface supported by Internet Explorer which allows access to browser DOM • Access Siebel objects through Browser Interaction Manager

Migrate Client Scripts – Outbound COM • Calling out to external applications on the client via COM, using the CreateObject (Siebel VB) or COMCreateObject (eScript) method • Examples: • Create and manipulate an Excel spreadsheet object • Perform an operation in an external application on the client • Approach: • Use the CreateObject method supported by the Internet Explorer DOM (Document Object model) • Supported only on Internet Explorer • Translate eScript into browser JavaScript • Re-write VB in browser JavaScript

Migrate Client Scripts – Embedded ActiveX Controls • ActiveX controls embedded in applets in the Windows client • Examples: • Terminal emulator for green-screen interface to Legacy Systems • UI widget controls such as sliders • Approach: • ActiveX controls can be embedded using Siebel Tools; set properties, specify URL for download • Write JavaScript to handle ActiveX control events

Upgrade Siebel 2000 HTML Applications • Automatic object upgrade • Siebel 7 tag-set is backwards compatible • Optionally upgrade templates to take advantage of new Siebel 7 tags • Validate and deploy the Web application

Siebel eBusiness Application Clients Siebel Communications Server Adaptive API* CTI Driver Email Driver Fax Driver Web Driver Other Driver CTI Middleware Email Server Fax Server Siebel Web Engine 3rd Party WAP ACD VoIP Email Fax Collaboration Chat SMS Server-Side CTI • No software installed on client • Single “Adaptive API” for all media • Customers and partners can add new media types • Enables the Siebel Universal Queue

Upgrade CTI • Export 6.x configuration parameters, commands and events to flat files. • Upgrade to Siebel 7. • Agents, Telesets, extensions and ACD queues are automatically migrated to the new schema. • Import CTI configuration files (.def, .ini) into Siebel 7 using utility. • Migrate custom toolbar buttons to .GIF format. • Re-map CTI event scripts to Communications Client business service. • Re-write any custom CTI driver.

Customizable Product • Features • N-Tiered hierarchy of components • Built in cardinality constraints • Multiple instances • Classes and attributes • New point and click rules designer • Dynamic user interface • HTML style sheets • Configure per product • Customer and employee facing • Replaces product models

Siebel Configurator 2000 Siebel Standard Upgrade (Including eConfigurator Upgrade Script) Option One Option Two Upgrade Option Redesign Natively Upgrade Tool Siebel 7 eConfigurator Product Model Upgrade Options

Legend Required step Recommended step Automatic step Option 1: Upgrade Tool 1. Verify model associations in product table 2. Rearrange model structures 3. Record properties and shared model links 6. Examine/modify configurator scripts 5. Examine/activate configuration rules 4. Perform Siebel standard upgrade process 7. Re-attach upgraded shared models 8. Apply new UI themes and elements, rearrange upgraded models, verify upgraded virtual products 9. Release upgraded models

Option 2: Redesign Natively • Why redesign natively? • Siebel 7 configurator provides many enhancements for complex products • Eliminate customizations created in prior Siebel releases • Optimize performance • Lower total cost of ownership • How does Siebel help? • Leverage Bookshelf and Best Practices white papers • Engage Siebel ISS Competency • What about existing quotes and service orders? • Existing service orders can be re-launched if: • The top level product remains the same as the converted model product. • The product ids of component products remain the same. • A product cannot appear twice in the customizable product. • An Auto-Match feature will fix the upgraded transactional data from 6.x when it is next loaded into the configurator • The customer profile record is updated to reflect the new product structure after the next change order completes

Classes and attributes replace product types and parameters in CME 7 Advantages: Attributes at all levels of product hierarchy Rules on attributes Integrated with configurator UI Attribute based pricing Inheritance Upgrade: Migrate parameter definitions Migrate service order data Class & Attributes

Simple Parameters • Parameter Type=LOV, Range, Free Text • Automatic upgrade of reference data: • Product Type -> Class • Parameter -> Attribute • Product definitions are associated with the correct class • Automatic upgrade of transactional data: • Service Element Parameter -> Service Item Attribute

Advanced Parameters • PIC, Directory Listing, Voice Mail and Calling Card • Equivalent classes shipped as seed data • Includes all columns from original tables • Tables, BCs, applets and views inactivated • Add class to customizable product definitions • No need to drill-down in UI • Extend production data update scripts to move transactional data • Service Element Parameter -> Service Item Attribute

Inside / Outside WireParameters • Inside / Outside Wire • Implement as activities in CME 7 • Leverage activity templates • Leverage Assignment Manager • Leverage Appointment Booking and Siebel Scheduler • Tables, BCs, applets and views inactivated • Extend production data update scripts to move transactional data • Service Element Parameter -> Activity • Focus on future dated items

CME Prices • New approach for Multiple Price Types • 6.x CME - Embed NRC and MRC in single price list line Item • 7.0 CME - One price type per price list line Item • Advantages: • Support quarterly, annual and some usage charges • Easily extend to support any other total (e.g. annual) • Same code-line and data model as horizontal • Leverage all new ePricer features such as matrix pricing, attribute pricing, bundle pricing and decision flows • Support multiple one-time or recurring components per product

CME Price List Upgrade • Automatic upgrade of price lists • For price list line items with only MRC populated: • Upgrade as single price list line item, copy MRC value to List Price, set UoM to “Per Month” • For price list line items with only NRC populated: • Upgrade as single price list line item, preserve NRC value in List Price, set UoM as “Each” • For price list line items with both MRC and NRC populated: • Upgrade as single price list line item, copy MRC value to List Price, set UoM as “Per Month” • Convert corresponding Product to a Customizable Product and add a required child product component • Add a corresponding Price List Line Item to represent missing price type (NRC)

CME Price ListUpgrade • Automatic upgrade of existing service orders • For service order line items with only MRC populated: • Upgrade as single order line item, copy MRC value to Price, set UoM to “Per Month” • For service order line items with only NRC populated: • Upgrade as single order line item, preserve NRC value in Price, set UoM as “Each” • For service order line items with both MRC and NRC populated: • Upgrade as single order line item, copy MRC value to Price, set UoM as “Per Month” • Add a child order line item to represent missing price type (NRC)

ePricer Upgrade Siebel ePricer Siebel Pricer Siebel Standard Upgrade Siebel 7 ePricer Implementation Modifications

ePricer Upgrade • The data that underpins pricing models has moved around • As a consequence, pricing models are inactivated after upgrade • Decision flow only works on Siebel 7 pricing models • Migrate factors that refer to: • Deprecated business components (e.g. Com Quote XXX) • NRC or MRC • Parameters

CME 7 Upgrade Mark Lewis – CME Architect