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Scenario 1 - XML

CIC. XML server. ASC application. Scenario 1 - XML. Contact center. Senario1 explains the case that a customer contacts Samsung call center first for the product repair. Inbound. Outbound. ① Send tracking status. ① Data requested by ASC. ① Update Job No of ASC. ② Response.

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Scenario 1 - XML

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  1. CIC XML server ASC application Scenario 1 - XML Contact center Senario1 explains the case that a customer contacts Samsung call center first for the product repair Inbound Outbound ① Send tracking status ① Data requested by ASC ① Update Job No of ASC ② Response ② Response ② Response (Service request) getServiceRequest putServiceResponse putRepairStatus • Send xml request to get the service requests accepted by samsung call center • After getting response, save the data into ASC system 1. Update ASC’s job no with Samsung Ref no. #ASC’s job no means the key value with which ASC identify their repair. 1. Update Repair Status whenever any changes happens. ASC

  2. CIC XML server ASC application Scenario 2 - XML Contact center Senario2 explains the case that a customer contacts service center first for the product repair Inbound Outbound ① Send tracking status ① Send Service Request ② Response ② Response putServiceRequest putRepairStatus • Upload the service requests which ASC accepts from the customer 1. Update Repair Status whenever any changes happens. ASC

  3. Scenario 1

  4. getServiceRequest INPUT <?xml version="1.0" encoding="UTF-8"?> <ASC_JOB_REQUEST> <JOB_REQUEST> <COMPANY>C490</COMPANY> <JOB_TYPE>SRA</JOB_TYPE> <REQUESTER>700364</REQUESTER> <TR_NO></TR_NO> <JOB_NO></JOB_NO> </JOB_REQUEST> </ASC_JOB_REQUEST> 1. After ASC gets the service requests from Samsung, ASC will save those data in their system. 2. At this moment ASC may generate their own job no which will be used to identify the service request. –>ASC job no 3. After generating ASC’s job no, ASC should update that value into Samsung system by invoking putServiceResponse 4. If ASC doesn’t update their ASC job no, the response through getServiceRequest will increase day by day. So ASC will have a problem to do xml interface. OUTPUT <?xml version="1.0" ?> <ASREQUEST_CIC_ASC> <AS_REQUEST> <ASREQUEST_INFO> <COMPANY>C490</COMPANY> <JOB_NO>3004425216</JOB_NO> <ASC_CODE>700364</ASC_CODE> ... </AS_REQUEST> <AS_REQUEST> ... </AS_REQUEST> </ASREQUEST_CIC_ASC> Samsung Refrence no.

  5. putServiceResponse INPUT <?xml version='1.0' ?> <ASC_JOB_REQUEST> <JOB_REQUEST> <COMPANY>C490</COMPANY> <JOB_TYPE>SRR</JOB_TYPE> <REQUESTER>700364</REQUESTER> <TR_NO>3004425216</TR_NO> <JOB_NO>ML20890</JOB_NO> </JOB_REQUEST> </ASC_JOB_REQUEST> • TR_NO : Set the Samsung Ref No with the value which ASC gets through getServiceRequest • JOB_NO : Set the ASC Job No with the value which ASC generates when they save the service requests from Samsung. Samsung Refrence No. ASC Job No. OUTPUT <?xml version="1.0"?> <RESPONSE_INFO> <RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <ERR_MSG>3004425216 Success !!!</ERR_MSG> </RESPONSE> </RESPONSE_INFO>

  6. putRepairStatus INPUT Samsung Ref no <?xml version='1.0' ?> <REPAIR_STATUS_PART> <REPAIR_STATUS_INFO> <COMPANY>C490</COMPANY> <TR_NO>3004412616</TR_NO> <ASC_CODE>700364</ASC_CODE> <ASC_JOB_NO>ML20890</ASC_JOB_NO> ... </REPAIR_STATUS_INFO> <REPAIR_PART_INFO> <TR_NO>200532453</TR_NO> <CONFIRMATION_NO></CONFIRMATION_NO> <PART_NO>GH59-01830A</PART_NO> </REPAIR_PART_INFO> </REPAIR_STATUS_PART> ASC Job No. OUTPUT <?xml version="1.0" ?> <RESPONSE_INFO> <RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <ERR_MSG>3004412616 Success</ERR_MSG> </RESPONSE> </RESPONSE_INFO> Samsung Reference No. & Message

  7. Scenario 2

  8. putServiceRequest INPUT <?xml version="1.0" encoding="utf-8"?> <ASREQUEST_CIC_ASC> <AS_REQUEST> <ASREQUEST_INFO> <COMPANY>C490</COMPANY> <JOB_NO>ML20891</JOB_NO> <ASC_CODE>700364</ASC_CODE> <PRODUCT> <PRODUCTSHORT> <MODEL_CODE>SGH-ZV10</MODEL_CODE> <SERIAL_NO>99</SERIAL_NO> <PURCHASE_DATE>20060520</PURCHASE_DATE> </PRODUCTSHORT> . . . </AS_REQUEST> </ASREQUEST_CIC_ASC> Sometimes service center can’t know the correct serial no when they upload service request, sometimes model code. Service center can update those information by using putRepairStatus function. OUTPUT <?xml version="1.0" ?> <ASREQUEST_CIC_ASC_RESPONSE> <ASREQUEST_RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <JOB_NO>3000080022</JOB_NO> <BP_NO>2900128261</BP_NO> <ERR_MSG>ML20891 Success</ERR_MSG> </ASREQUEST_RESPONSE> </ASREQUEST_CIC_ASC_RESPONSE> Samsung Reference No. ASC’s Job No & Message

  9. putRepairStatus INPUT <?xml version='1.0' ?> <REPAIR_STATUS_PART> <REPAIR_STATUS_INFO> <COMPANY>C4E0</COMPANY> <TR_NO>3000080022</TR_NO> <ASC_CODE>1784605</ASC_CODE> <ASC_JOB_NO>ML20891</ASC_JOB_NO> ... </REPAIR_STATUS_INFO> <REPAIR_PART_INFO> <TR_NO></TR_NO> <CONFIRMATION_NO></CONFIRMATION_NO> <PART_NO></PART_NO> </REPAIR_PART_INFO> </REPAIR_STATUS_PART> Samsung Reference No ASC’s Job No. OUTPUT <?xml version="1.0" ?> <RESPONSE_INFO> <RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <ERR_MSG>3000080022 Success</ERR_MSG> </RESPONSE> </RESPONSE_INFO> Samsung Reference No. & Message

  10. # Tracking Status 01 ‘Assigned to Service Centre 04 ‘Repair Cancelled 01 ‘Parts not available 02 ‘Technical problem 03 ‘Customer not available 04 ‘Waiting for confirmation from customer 05 ‘Not assigned to a repair engineer 06 ‘No Buffer Stock 07 ‘Pick Up Request 08 ‘No KITs 05 ‘Pending 02 ‘Repair Completed 03 ‘Repaired Goods Despatched 08 ‘Warranty Claimed

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