中國(guó)電信業(yè)siebel的系統(tǒng)應(yīng)用-免費(fèi)閱讀
【正文】 定義界面內(nèi)容 業(yè)務(wù)對(duì)象層 。 Siebel的 CRM系統(tǒng)在 CRM三個(gè)關(guān)鍵領(lǐng)域，即銷售，營(yíng)銷及服務(wù)三者之間的數(shù)據(jù) /流程整合度最高，各種應(yīng)用界面最為統(tǒng)一 ? 近期， Oracle將發(fā)布支持 Linux系統(tǒng)的 Siebel 8 Siebel產(chǎn)品的體系和架構(gòu) 20 Siebel In China 上海電信 IBM和理想信息 北京電信 Accenture 北京移勱 德勤 亞信 新疆電信 Accenture 天富 浙江電信 Accenture 浙江鴻程 浙江煙草 Oracle 凱捷 浙江創(chuàng)聯(lián) 北京 NOKIA Accenture 上海歐萊雅 Oracle Siebel MOTOROLA IBM PICC HP … 21 Siebel 理念 ? 客戶為中心架構(gòu)（ CustomerCentric） – Onestop Service / Appointment of Visiting Customer Premises – 預(yù)訂單、訂單跟蹤 – 客戶服務(wù) FAB 縮短時(shí)間 – SLA (服務(wù)級(jí)別協(xié)議 )enabled – 完善的價(jià)格計(jì)劃，市場(chǎng)營(yíng)銷，銷售，訂單，服務(wù)和故障處理流程 ? 綜合庫(kù)存管理 – 多領(lǐng)域端對(duì)端規(guī)圖 – 統(tǒng)一客戶信息 – 統(tǒng)一客戶服務(wù)配置信息 ? 業(yè)務(wù)不流程分離 – 工作流引擎 ? 多系統(tǒng)松耦合 資源整合，數(shù)據(jù)集中 統(tǒng)一受理平臺(tái) 客戶為中心 客戶，產(chǎn)品，訂單為主線 22 Siebel 功能地圖 Siebel 23 Siebel 系統(tǒng)架構(gòu) 24 Web場(chǎng)景再現(xiàn) Template used is based on the view requested as specified by operation Object Manager retrieves data from Siebel database or external application Siebel Templates SWE builds HTML page with data and template tags which is passed via the Web server to the browser 呼出 呼入 Web Server Siebel Web Server Extension Siebel Data Data Manager Object Manager Siebel Web Engine Business Object Business Object Data Manager Browser generates HTTP request Web server recognizes that URL contains a Siebel request and passes it to the Siebel Web Engine (SWE) SWE requests retrieved data from Object Manager 1 2 3 4 5 6 25 Web Server Siebel Web Server Extension Image Cache Enterprise Server Siebel Server Siebel Server Component 邏輯服務(wù)架構(gòu)概覽 Enterprise Server: Group of Siebel Servers that access the same Database Server Database Server: Predefined tables and columns that store Siebel data File System: Directory that stores pressed files used by Siebel applications Database Server Siebel File System Gateway Server Siebel Server: Runs one or more ponents that supply services to clients Gateway Server: Provides access to and distributes load for Siebel Servers Web Server: Provides access to Siebel clients, processing requests using Siebel Web Server Extension Object Manager (Includes SWE) 26 Siebel 服務(wù)列表 ? Siebel Communication Server (CTI…etc.) – Provides capabilities for multi channel customer interactions (includes , fax and CTI). – Handles both inbound and outbound requests (eg outbound fax, inbound telephone). – Infrastructure for universal queuing of multiple channel types. ? eConfigurator and ePricer – Using 3rd party constraints engine – Makes sure that the customer selects all of the ponents that are required for the product and selects ponents that are patible with each other. ? eBusiness Application Integration (EAI) – Provides infrastructure for integrating Siebel with other enterprise applications. – Includes protocols such as FTP, MSMQ and HTTP. Centralized around XML data transfer ? Enterprise Integration Manager (EIM) – Utility for batch inserts, updates, merges, and deletes to and from the Siebel database. – Siebel’s remended method for importing/exporting batch data to and from the master database ? File System Manager ? Siebel Object Manager (eCommunications) ? Workflow Manager – Executes actions and business logic for predefined events. – Events can be external triggers, database events or batch scheduled events ? Assignment Manager ? Remote Server – Siebel remote is the function that allows Mobile clients to share data between the server and local database. – Siebel remote facilitates synchronization between mobile client databases and the master database ? Actuate Server – 3rd party software that integrates with Siebel to provide reporting functionalities ? Web Server, etc. 27 Siebel 預(yù)定義數(shù)據(jù)庫(kù)模型 (超 . 3000 tables) Reference Data Tables 參數(shù)表 ? Contain static reference data (User lists, Activity types, lists of states and state codes, country lists, currency lists and so on). ? Updated by a super user/administrator through the application administration screens in the web client. Business Data Tables Reference Data Tables Siebel Repository Tables Business Data Tables 業(yè)務(wù)數(shù)據(jù)表 ? Organization’s business data (Accounts, Contacts, Addresses, SRs, …..). ? Updated dynamically through the web client during day to day business. Siebel Repository Tables Siebel實(shí)體定義表 ? All Siebel source code is database based (rather than file based as in traditional custom code world). ? This collection of tables (approx 1100) is known as the Siebel repository. ? Updated using Siebel Tools This is the development environment for Si
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