Integrating Siebel CRM and Oracle Service Bus

Overview This tutorial demonstrates how Oracle Service Bus (OSB) makes a service callout to a Siebel CRM web service. OSB then routes the response to the appropriate business service, using content based routing. Use Case Incoming applications at a Federal department are routed through OSB to determine the appropriate business service to process the application. It is the stated policy of the department to provide preferential treatment for small and medium sized firms. OSB makes a service callout to Siebel CRM to obtain the employee count. If the count is <= 1000, the request is routed to the “small and medium business” (smb) business service for processing; all other applications are routed to the “large corporation” (corp) business service. The tutorial uses a file system to represent the two business services. Prerequisites 1. Oracle Service Bus 3.0 installation, available at Oracle BEA Product Downloads. 2. Access to Siebel 8.0 Call Center. 3. Siebel CRM setup to create an inbound web service for the Siebel business service (see

Section VIII). Time to complete: Approximately 2 hours.

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I. Initial setup.................................................................................................................. 3

II. Create the WSDL resources......................................................................................... 6 III. Create the Business Service: Part 1 .............................................................................. 8

IV. Create the Proxy Services .......................................................................................... 12

V. Create the Business Service: Part 2 ........................................................................... 15 VI. Proxy Services Configuration: Part 1 ........................................................................ 21

VII. Proxy Services Configuration: Part 2 ......................................................................... 32

VIII. Siebel CRM configuration......................................................................................... 35 IX. Testing ...................................................................................................................... 35

X. Summary................................................................................................................... 36

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I. Initial setup

1. In the Console Change Center, click Create to create a new session.

2. Select Project Explorer.

3. Enter ALSB-JDE as shown in the Project Name field. 4. Click Add Project.

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5. The ALSB-SEBL project is created and listed in the Project Explorer as shown. To create the relevant project folders, click ALSB-SEBL to open the associated project page.

6. Enter WSDL in the New Folder Name field and click Add Folder.

7. Repeat Step 6 to create two additional folders named BusinessService and

ProxyService as shown.

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II. Create the WSDL resources

1. Click on WSDL.

2. In the Create Resource drop down list (in the right hand frame), select WSDL.

3. Enter SiebelAccount as the Resource Name. 4. Click Browse to navigate to the location of the WSDL file that was created earlier (see

Section VIII). 5. Click Save to create the WSDL resource.

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6. Confirmation that the WSDL was successfully created.

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III. Create the Business Service: Part 1

1. Click on BusinessService.

2. Choose Business Service in the Create Resource drop down list.

3. Enter account-info as the Service Name. 4. Select WSDL Web Service. 5. Click Browse.

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6. The Select a WSDL page is displayed. The web service is based on the WSDL resource

that was created earlier. Select SiebelAccount.

7. Click on Ports CustAccount. 8. Click Submit.

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9. Click Next. 10. Choose http from the Protocol drop down list.

11. Click on the Edit icon as indicated by the cursor location.

12. The Endpoint URI gets populated with the specified name.

13. Click Next. 14. Accept the default entries (by clicking Next) in the next two screens:

• HTTP Transport Configuration

• SOAP Binding Configuration

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15. We are now at the Create a Business Service Summary page. Click Save.

16. Confirmation that the business service was created.

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IV. Create the Proxy Services

1. Click on ProxyService.

2. In the Create Resource drop down list (in the right hand frame), select Proxy Service.

3. Enter company-size as the Service Name. 4. In Service Type, select Business Service, and then click Browse.

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5. The Select Business Service page is displayed. The proxy service is based on the Business Service that was created earlier. Select account-info.

6. Click Submit.

7. This brings us back to the General Configuration Page. Click Next.

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8. Accept the default settings (by clicking Next in each screen) for:

• Transport Configuration

• HTTP Transport

• Operation Selection 9. We are now at the Proxy Service Summary page, click Save to register the service.

10. Confirmation that the credit-rating service was created successfully.

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V. Create the Business Service: Part 2

1. Click on BusinessService.

2. Choose Business Service in the Create Resource drop down list.

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3. Enter smb as the Service Name. 4. Select Any XML Service. 5. Click Next.

6. Choose file from the Protocol drop down list. Click Next.

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7. Specify the location of the Endpoint URI as file://d/temp/smb 8. Click Add., followed by Next.

9. Enter .xml as the suffix. 10. Click Next.

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11. The Summary page for "smb" should read as shown. Click Save.

12. Repeat steps 1-11 to create another Business Service with these two changes:

• Replace smb with corp in Step 3.

• Specify the location of the Endpoint URI as file://d/temp/corp in Step 7.

Note: The other remaining steps are to be repeated as-is.

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13. The Summary page for "corp" should read as shown. Click Save.

14. Click Activate.

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15. Click Submit.

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VI. Proxy Services Configuration: Part 1

1. In the Change Center, click Create to create a new session.

2. Select Resource Browser in the Operations pane.

3. In the Actions column for the company-size Proxy Service, click on the Edit Message

Flow icon as indicated by the cursor location.

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4. Click on company-size and select Add Pipeline Pair.

5. Click on Response Pipeline and select Add Stage.

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6. Click on stage and select Edit Name and Comments.

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7. Enter process-loan as shown. 8. Click Save.

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9. Click on process-appln, and select Edit Stage.

10. Click on the Add an Action link, and select Communication > Publish Table.

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11. Click on <Expression> to bring up the XQuery/XSLT Expression editor.

12. Click on Variable Structures.

13. Select body from the Select Structure drop-down list.

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14. Navigate to NumberofEmployees in $body - AccountQueryById (response).

15. Click Copy Property.

16. Click Validate, followed by Save.

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17. Select <= in the Operator drop down list. 18. Enter 1000 in the text box (we configure the routing table such that companies with

employees <=1000 are routed to the smb business service). 19. Click on <Service>

20. Select smb and Submit.

21. Select Add an Action > Message Processing > Assign.

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22. Click on <Expression>

23. Click Variable Structures.

24. Select body from the Select Structure drop-down list.

25. Navigate to AccountId as shown.

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26. Click Copy Property.

27. Click Validate, followed by Save.

28. Enter customer-id the variable text box.

29. Click on the Assign icon. Select Add an Action > Message Processing > Insert.

30. Click on <Expression> to bring up the XQuery Editor.

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31. Enter <file:fileName>{$customer-id}</file:fileName> 32. Click Validate, followed by Save.

33. Choose as first child of in the drop down list as shown. 34. Click <XPath> to bring up the XPath Expression Editor.

35. Enter ./ctx:transport/ctx:request/tp:headers 36. Click Validate, followed by Save.

37. Enter outbound in the variable text box as shown.

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VII. Proxy Services Configuration: Part 2

We now configure the "corp" business service. 1. Click the Case icon, select Insert Default Case.

2. Select <Service>.

3. Choose corp and click Submit.

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4. Click on the Assign icon in the Request Actions for regular-loan and select Copy.

5. Click on the Add an Action icon in the Request Actions for the Default Case and select

Paste Action.

6. Repeat Steps 4 and 5 (copy/paste) for the Insert action. Verify that the Default Case

Request Actions appear as shown.

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7. Select Save All.

8. Click Activate.

9. Click Submit.

Note: The two business processes (smb and corp) have identical processing steps in this example for ease of implementation.

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VIII. Siebel CRM configuration

Refer to the tutorial “Create an Inbound Web Service for Siebel Account Business Service” for instructions on creating a web service from a Siebel business service.

IX. Testing

1. Click on Resource Browser in the left panel of the OSB Console.

2. This brings up the Summary of Proxy Services page (in the right hand frame). 3. Click on the Launch Test Console icon in the Actions column for credit-rating as

indicated by the cursor location.

4. Choose AccountQueryById from the Operations drop down list.

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5. Select XML. 6. Browse to the location of the payload file.

7. The output from the service callout to Siebel CRM is depicted below. Note the values of

AccountId (24-28V6) and the NumberofEmployees (260).

8. As the NumberofEmployees is <= 1000, it is routed to the smb business process. This

business process redirects the response to the <AccountId>.xml file. Verify that the file 24-28V6.xml is created in the specified directory (/temp/smb).

X. Summary

This tutorial demonstrates how OSB makes a service callout to a Siebel CRM web service. OSB then routes the response to the appropriate business service, using content based routing.