iway iway Application System Adapter for Amdocs ClarifyCRM User s Guide Version 5 Release 6 Service Manager (SM) DN

(1)

iWay Application System Adapter for Amdocs

ClarifyCRM User’s Guide

(2)

EDA, EDA/SQL, FIDEL, FOCCALC, FOCUS, FOCUS Fusion, FOCUS Vision, Hospital-Trac, Information Builders, the Information Builders logo, Parlay, PC/FOCUS, SmartMart, SmartMode, SNAPpack, TableTalk, WALDO, Web390, WebFOCUS and WorldMART are registered trademarks, and iWay and iWay Software are trademarks of Information Builders, Inc.

Due to the nature of this material, this document refers to numerous hardware and software products by their trademarks. In most, if not all cases, these designations are claimed as trademarks or registered trademarks by their respective companies. It is not this publisher’s intent to use any of these names generically. The reader is therefore cautioned to investigate all claimed trademark rights before using any of these names other than to refer to the product described.

(3)

iWay

Preface...5

Documentation Conventions...6 Related Publications...6 Customer Support...6

Help Us to Serve You Better...7

User Feedback...10

iWay Software Training and Professional Services...10

1. Introducing the iWay Application System Adapter for Amdocs

ClarifyCRM...11

Understanding the Architecture of the ClarifyCRM Framework...12

Clarify Business Objects...12

CBO Components...12

Installation Considerations...14

Installing the Adapter...15

Supported Versions and Required Library Files...17

Accessing a ClarifyCRM Business Object Through the CBO Interface...18

Accessing the Database Through a ClarifyCRM Business Object...18

Service Processing Using the CBO Interface...19

Processing a Service...20

Processing an Event...21

Known Limitations...22

Component Information...22

Component Information Roadmap...23

iWay Service Manager...23

(4)

2. Configuring and Managing Connections to ClarifyCRM...25

Starting iWay Explorer (Java Swing)...26

Creating a New Configuration...27

Connecting to a New Configuration...31

Connecting to ClarifyCRM...32

Creating a New Target...32

Connecting to a Target...34

Modifying, Closing, or Removing a Target...35

3. Creating XML Schemas and Web Services for ClarifyCRM...37

Generating Schemas and Business Services Overview...38

Generating Schemas...38

Constructing XML Request Documents...45

Generating Business Services...51

4. Listening for ClarifyCRM Events...61

Understanding iWay Event Functionality...62

Configuring Database Triggers and Event Tables...62

Obtaining the JDBC Driver...63

Generating Event Triggers...63

Creating an Event Port...66

Editing or Deleting an Event Port...79

Using the Default Event Port...80

Creating a Channel...81

5. Configuring the Adapter in iWay Designer...87

Using the Adapter in iWay Designer...88

A. Configuring the Adapter in an iWay Environment...95

Configuring the Adapter in iWay Service Manager...96

Configuring the Adapter in Adapter Manager...97

(5)

iWay

Preface

This document is written for system integrators with programming backgrounds and an understanding of ClarifyCRM. Extensive knowledge of ClarifyCRM is not required, but it may be helpful in learning about the adapter.

This document provides details on working with the adapter tools to develop online interconnections to ClarifyCRM using the iWay Application System Adapter for Amdocs ClarifyCRM.

How This Manual Is Organized

This manual includes the following chapters:

Contents Chapter/Appendix

Introduces the iWay Application System Adapter for Amdocs ClarifyCRM and provides information to help you accomplish your integration projects.

Introducing the iWay Application System Adapter for Amdocs ClarifyCRM 1

Describes how to configure and manage connections to ClarifyCRM using iWay Explorer.

Configuring and Managing Connections to ClarifyCRM 2

Describes how to use iWay Explorer to create XML schemas and Web services for ClarifyCRM. Creating XML Schemas and

Web Services for ClarifyCRM 3

Describes how to use iWay Explorer to configure the adapter to listen for ClarifyCRM events.

Listening for ClarifyCRM Events

4

Describes how to use the adapter within an iWay Designer process flow.

Configuring the Adapter in iWay Designer

5

Describes how to assign the adapter to an iWay Configuring the Adapter in

(6)

Documentation Conventions

The following table lists and describes the conventions that apply in this manual.

Description Convention

Denotes syntax that you must type exactly as shown.

THIS TYPEFACE

or

this typeface

Represents a placeholder (or variable), a cross-reference, or an important term. It may also indicate a button, menu item, or dialog box option you can click or select.

this typeface

Indicates a default setting. underscore

Highlights a file name or command. this typeface

Indicates keys that you must press simultaneously. Key + Key

Indicates two or three choices; type one of them, not the braces. { }

Separates mutually exclusive choices in syntax. Type one of them, not the symbol.

|

Indicates that you can type a parameter multiple times. Type only the parameter, not the ellipsis points (...).

...

Indicates that there are (or could be) intervening or additional commands.

. . .

Related Publications

To view a current listing of our publications and to place an order, visit our World Wide Web site, http://www.iwaysoftware.com. You can also contact the Publications Order Department at (800) 969-4636.

Customer Support

Do you have questions about this product?

(7)

Call Information Builders Customer Support Services (CSS) at (800) 6130 or (212) 736-6130. Customer Support Consultants are available Monday through Friday between 8:00 A.M. and 8:00 P.M. EST to address all your questions. Information Builders consultants can also give you general guidance regarding product capabilities and documentation. Be prepared to provide your six-digit site code (xxxx.xx) when you call.

You can also access support services electronically, 24 hours a day, with InfoResponse Online. InfoResponse Online is accessible through our World Wide Web site,

http://techsupport.iwaysoftware.com/. You can connect to the tracking system and known-problem database at the Information Builders support center. Registered users can open, update, and view the status of cases in the tracking system and read descriptions of reported software issues. New users can register immediately for this service. The technical support section also provides usage techniques, diagnostic tips, and answers to frequently asked questions.

To learn about the full range of available support services, ask your Information Builders representative about InfoResponse Online, or call (800) 969-INFO.

Help Us to Serve You Better

To help our consultants answer your questions effectively, be prepared to provide specifications and sample files and to answer questions about errors and problems. The following table lists the environment information our consultants require.

Platform

Operating System OS Version JVM Vendor JVM Version

The following table lists the deployment information our consultants require.

For example, JCA, iWay Business Services Provider, iWay Service Manager

Adapter Deployment

(8)

Enterprise Information System (EIS) - if any EIS Release Level EIS Service Pack EIS Platform

The following table lists iWay-related information needed by our consultants.

iWay Adapter iWay Release Level iWay Patch

The following table lists the types of iWay Explorer. Specify the version (and platform, if different than listed previously) in the columns provided.

Platform Version

iWay Explorer Type Swing

Servlet Eclipse

Embedded in iWay Designer

The following table lists additional questions to help us serve you better.

Error/Problem Details or Information Request/Question

Did the problem arise through a service or event?

Provide usage scenarios or summarize the application that produces the problem.

(9)

Error/Problem Details or Information Request/Question

When did the problem start? Can you reproduce this problem consistently? Describe the problem. Describe the steps to reproduce the problem. Specify the error message(s). Any change in the

application environment: software configuration, EIS/database configuration, application, and so forth? Under what circumstance does the problem not occur?

Following is a list of error/problem files that might be applicable: Input documents (XML instance, XML schema, non-XML documents) Transformation files

Error screen shots Error output files Trace files

Service Manager package to reproduce problem Custom functions and services in use

Diagnostic Zip Transaction log

(10)

User Feedback

In an effort to produce effective documentation, the Documentation Services staff welcomes your opinions regarding this manual. Please use the Reader Comments form at the end of this manual to communicate suggestions for improving this publication or to alert us to corrections. You can also go to our Web site, http://www.iwaysoftware.com and use the Documentation Feedback form.

Thank you, in advance, for your comments.

iWay Software Training and Professional Services

Interested in training? Our Education Department offers a wide variety of training courses for iWay Software and other Information Builders products.

For information on course descriptions, locations, and dates, or to register for classes, visit our World Wide Web site, http://www.iwaysoftware.com/support/education.html, or call (800) 969-INFO to speak to an Education Representative.

Interested in technical assistance for your implementation? Our Professional Services department provides expert design, systems architecture, implementation, and project management services for all your business integration projects. For information, visit our World Wide Web site, http://www.iwaysoftware.com/support/services.html.

(11)

iWay

Introducing the iWay Application System

Adapter for Amdocs ClarifyCRM

1

Topics: The iWay Application System Adapter for

Amdocs ClarifyCRM provides a means to exchange real-time business data between ClarifyCRM systems and other application, database, or external business partner systems.

Understanding the Architecture of the ClarifyCRM Framework

Installation Considerations The adapter enables inbound and

outbound processing with ClarifyCRM systems. It provides scalable, reliable, and secure access, enabling you to use ClarifyCRM data and functions within your business processes.

Accessing a ClarifyCRM Business Object Through the CBO Interface Known Limitations

(12)

Understanding the Architecture of the ClarifyCRM Framework

In this section:

Clarify Business Objects CBO Components

ClarifyCRM is a Customer Relationship Management (CRM) system developed by Amdocs. This system can be integrated through Clarify Business Objects (CBOs). ClarifyCRM provides the following types of APIs to integrate through CBOs:

Generic CBO-specific

Currently, the iWay Application System Adapter for Amdocs ClarifyCRM supports the generic APIs to integrate with Clarify. The adapter also uses the CASE CBO-specific APIs. In a future release, the adapter will support integration using CBO-specific APIs.

Clarify Business Objects

Clarify Business Objects (CBOs) are part of the ClarifyCRM framework. You can use them to develop applications for the ClarifyCRM database. These business objects are C++ objects with Java and ActiveX layers that provide access to data in the ClarifyCRM database. Applications can use CBOs to query and update data in the database. Each type of business object implements part of the ClarifyCRM data model and encapsulates the application logic for working with that part of the model.

The CBO Data Service is a set of routines and drivers that provide an intermediate service layer between CBO and the database server that is used.

Several ClarifyCRM products (including Web applications) use CBO and the CBO Data Service to communicate with ClarifyCRM databases. These applications are called CBO applications.

CBO Components

CBO provides a programmatic interface to ClarifyCRM data. Different layers are used, depending on the application type. For example:

ClarifyCRM Web applications use the Java layer. ClarifyCRM eResponse Manager uses the ActiveX layer.

Routing Server and the Data Dictionary Editor directly use the C++ object layer.

(13)

CBO uses the CBO Data Service to perform any database queries or updates. The CBO Data Service, in turn, uses the database client software, for example, Microsoft SQL Server, to connect to the database and perform database operations.

CBO and the CBO Data Service also manage login sessions. They keep a cache of metadata used by the business objects, such as database schema information, strings, and application pop-up lists.

The following diagram illustrates the architecture of a CBO application. It shows how a CBO application, CBO, the CBO Data Service, the database client software, and the ClarifyCRM database interact.

(14)

Installation Considerations

In this section: Installing the Adapter

Supported Versions and Required Library Files

When you install CBO applications, you must comply with the following rules and options for deploying the individual CBO components.

CBO and the CBO application must be installed on the same machine. The CBO application uses CBO within its own process.

For non-Web applications, CBO and the CBO Data Service should be installed on the same machine. In this configuration, the CBO Data Service also runs within the CBO application process. This deployment configuration is called an In Process CBO Data

(15)

The following diagram illustrates a system installation in which CBO and the CBO Data Service are installed on the same machine.

Installing the Adapter

How to:

Install the Adapter

Perform the following procedure to install the iWay Application System Adapter for Amdocs ClarifyCRM.

(16)

How to Install the Adapter

Procedure:

To install the adapter:

1. Install your CBO application (for example, ClarifyCRM eSupport) using Server mode on the same machine where the iWay Application System Adapter for Amdocs ClarifyCRM is installed.

2. Copy the required .jar files for the Clarify CBO APIs (for example, ClfyCbo.jar) to the following directory

iway_home\lib

where:

iway_home

Is the root installation directory for iWay Service Manager (for example, iway56sm). For more information on the .jar library files, see Supported Versions and Required Library Files on page 17.

3. Configure the Path and CLASSPATH environment variables to include the iway56sm\lib directory.

The following image shows a sample value for the Path, with the iway56sm\lib directory.

4. Ensure that the following folder for the CBO application is available on the system path:

\\ClarifyCRM13.1\eSupport\Clarify\bin

5. Install the database client software that is used by ClarifyCRM, for example, Microsoft SQL Server, on the same machine where the iWay Application System Adapter for Amdocs ClarifyCRM will run.

6. To test the installation, execute the TestCboInstallJava utility or the Run_TestCboInstallJava utility that is provided by Clarify.

(17)

For more information on installing Clarify and the configurations that are required for a CBO integration, see Configuring CBO Settings in the Amdocs Clarify System Administration

Guide.

Supported Versions and Required Library Files

Following are the Clarify versions that are supported and the library files that are required by the iWay Application System Adapter for Amdocs ClarifyCRM.

Supported Versions 10.1 11.5 12.0 12.5 Amdocs CRM Version 6 Required Library Files

For ClarifyCRM version 10.1, 11.5, 12.0, and 12.5: ClfyCbo.jar

For Amdocs CRM Version 6: ClfyCbo.jar

jdom.jar

The .jar files must reside in the install_drive:\Program Files\iway56sm\lib directory. You must add the iway56sm\lib directory to the Path and CLASSPATH environment variables, as described in How to Install the Adapter on page 16.

(18)

Accessing a ClarifyCRM Business Object Through the CBO Interface

In this section:

Accessing the Database Through a ClarifyCRM Business Object Service Processing Using the CBO Interface

Processing a Service Processing an Event

ClarifyCRM Business Objects (CBOs) are part of the ClarifyCRM business Framework for developing applications for the ClarifyCRM eFrontOffice (CeFO) database.

These business objects are C++ objects with a Java layer. They provide access to data in the CeFO database. Each type of business object implements part of the ClarifyCRM data model and encapsulates the application logic for working with that part of the model.

Accessing the Database Through a ClarifyCRM Business Object

The iWay Application System Adapter for Amdocs ClarifyCRM provides controlled access to the data contained in the ClarifyCRM database through the CBO interface. You can use the iWay Application System Adapter for Amdocs ClarifyCRM to perform inserts, updates, deletes, and gets against ClarifyCRM objects stored in the ClarifyCRM database. You also can use the adapter to integrate ClarifyCRM with non-ClarifyCRM systems.

A business object has methods and properties that are used to query, manipulate, and update data in a CeFO database table. The get method is issued through an XML document the same way as insert, update, and delete. The results of the get are contained in an XML response document.

Each business object contains a row set, which is an in-memory copy of a set of rows from a CeFO database table. When you query a database table, the business object holds the results of the query in its row set. You can select a row in the row set and obtain the values of the fields in that row.

You can use the row set to make changes to data in the database table. You can modify the values of fields in rows and commit the changed rows back to the database. If you must add new rows to the database table, you add the rows to the row set in the business object and commit the new rows to the database.

(19)

Service Processing Using the CBO Interface

The iWay Application System Adapter for Amdocs ClarifyCRM connects one application to another when those applications are not designed to communicate with one another. The adapter sends requests to ClarifyCRM and manipulates data. In some cases, rows are returned. In other cases, data is modified or inserted.

The iWay Application System Adapter for Amdocs ClarifyCRM supports both services and events, that is, it supports full, bidirectional access to the ClarifyCRM applications. Services

Applications use this capability to initiate a service request to access or manipulate data through CBOs. For example, the adapter can perform inserts, updates, deletes, and gets against ClarifyCRM objects stored in the ClarifyCRM database. The adapter receives an XML request document from a client and issues the appropriate CBO method call. The ClarifyCRM application processes the call and returns a service response.

The iWay Application System Adapter for Amdocs ClarifyCRM supports synchronous services. With a synchronous service, the client application waits for the response before proceeding with further processing.

Service processing includes:

Receiving an XML-based service request from an external client.

Interpreting the request document and making the appropriate CBO method calls. Transforming a response from a ClarifyCRM-specific data format to an XML document. The XML document conforms to the XML response schema for the service. The schema is based on ClarifyCRM metadata.

Events

Applications use this capability if they require access to ClarifyCRM data only when a ClarifyCRM business event occurs. When the adapter detects an event in ClarifyCRM, it is processing an event.

The adapter monitors a ClarifyCRM database that represents current data in a ClarifyCRM system. When the adapter retrieves that data, it is formatted as an XML document. Adapter-supplied database triggers move only the relevant data about a ClarifyCRM business process into an event database. After the event is processed successfully, the event data is deleted from the event database.

Event processing includes:

(20)

Translating the event information to XML.

The adapter provides a Java-based utility that enables the browsing of CBO-based tables and the creation of adapter-based triggers within the desired CBO tables. When a row within one of the tables is affected by an update, insert, or delete, the trigger moves key related information to a custom table supplied by the adapter installation process.

The adapter polls this custom event table and returns the data in an XML response document. The adapter maintains the logic to process only the current ("unprocessed") row from the event table.

Processing a Service

The following diagram illustrates the framework for processing a service with the iWay Application System Adapter for Amdocs ClarifyCRM. It shows the flow of an XML document, passing to the application server with the adapter, to the Clarify client API, and then to the ClarifyCRM Server and the ClarifyCRM database.

When the iWay Application System Adapter for Amdocs ClarifyCRM processes a service: 1. The adapter receives an XML service request document.

2. The adapter interprets the document and issues the corresponding CBO method calls to the ClarifyCRM Server.

3. The ClarifyCRM Server processes the calls and returns the service response, if any, to the adapter.

(21)

4. From the response, the adapter generates an XML response document. The document conforms to the service response schema.

5. The adapter returns the XML response document.

Processing an Event

The following diagram illustrates the framework for processing an event with the iWay Application System Adapter for Amdocs ClarifyCRM. It shows the ClarifyCRM Server connected to the ClarifyCRM database event tables. The adapter monitors the database event tables for a change. The adapter acknowledges a database trigger (an event), and then produces an XML document.

When the iWay Application System Adapter for Amdocs ClarifyCRM processes an event: 1. A business process (for example, a booked service request or a completed sales call)

is completed against a ClarifyCRM application.

(22)

When the event table contains rows that satisfy the query, the iWay Application System Adapter for Amdocs ClarifyCRM obtains the data and packages it in XML format.

Known Limitations

Following are the known limitations for the iWay Application System Adapter for Amdocs ClarifyCRM.

The adapter provides generic metadata (XML schema) for all the CBOs through operations such as insert, update, delete, and get (query). The adapter does not provide the metadata in terms of CBO.

The adapter does not expose the full list of CBOs. It provides only a set of generic operations for all CBOs.

The adapter integrates ClarifyCRM through generic CBO APIs and CASE CBO-specific APIs. It does not use any other CBO-specific APIs.

Since the adapter does not use CBO-specific APIs, it cannot execute the business logic and workflows behind all the CBOs, except CASE CBO.

When you use the adapter with the CASE CBO, some of the workflow operations require the sequential execution of multiple payloads. This may also be applicable to other CBOs. The adapter supports only functions such as insert, update, delete, and get (query) for services with Clarify. It does not support any other functions.

Clarify adapter services and events are supported only for Microsoft SQL Server.

Component Information

In this section:

Component Information Roadmap iWay Service Manager

iWay Explorer

iWay Business Services Provider

Enterprise Connector for J2EE Connector Architecture

The iWay Application System Adapter for Amdocs ClarifyCRM works with one of the following components:

iWay Service Manager

(23)

Enterprise Connector for J2EE™_{Connector Architecture (JCA)}

When hosted in an iWay environment, the adapter is configured through iWay Service Manager and iWay Explorer. iWay Explorer is used to configure adapter connections and event capabilities and to create Web services.

When the adapter is hosted in a third-party application server environment, iWay Explorer (used to configure ClarifyCRM connections and event capabilities and to create Web services) can be configured to work in a Web services environment in conjunction with iBSP or JCA. In a JCA environment, the connector uses the Common Client Interface (CCI) to provide fast integration services using adapters instead of Web services.

Component Information Roadmap

The following table lists the deployment component and the location of component information for the iWay Application System Adapter for Amdocs ClarifyCRM.

For more information, see Deployed Component

Appendix A of this guide

iWay Service Manager User's Guide

iWay Service Manager

Chapters 2, 3, and 4 of this guide

iWay Installation and Configuration

iWay Explorer

iWay Business Services Provider (iBSP)

iWay Enterprise Connector for J2EE Connector Architecture (JCA)

iWay Service Manager

iWay Service Manager is the heart of the Universal Adapter Framework. It is an open transport service bus. Service Manager uses graphical tools to create sophisticated integration services without the need for custom integration code by:

Creating metadata from target applications. Transforming and mapping interfaces.

(24)

iWay Explorer

iWay Explorer uses a tree metaphor to introspect the ClarifyCRM system metadata. The Explorer enables you to create XML schemas and Web services for the associated object. In addition, you can create ports and channels to listen for events in ClarifyCRM.

External applications that access ClarifyCRM through the iWay Application System Adapter for Amdocs ClarifyCRM use either XML schemas or Web services to pass data between the external application and the adapter.

iWay Business Services Provider

The iWay Business Services Provider (iBSP) exposes, as Web services, enterprise assets that are accessible from adapters regardless of the programming language or the particular operating system.

iBSP simplifies the creation and execution of Web services when running: Custom and legacy applications.

Database queries and stored procedures. Packaged applications.

Terminal emulation and screen-based systems. Transactional systems.

Coupled with a platform and language independent messaging protocol called SOAP (Simple Object Access Protocol), XML enables application development and integration by assembling previously built components from multiple Web services.

Enterprise Connector for J2EE Connector Architecture

The Enterprise Connector for J2EE Connector Architecture (JCA) enables developers of JCA-compliant applications to deploy adapters as JCA resources. The connector is supported on J2EE-compliant application servers, such as your application server.

The Connector for JCA is distributed as a standard Resource Adapter Archive (RAR) for deployment to the application server. Thus, the connector can be used in systems that are non-compliant, although services such as pooled connections are not available.

(25)

iWay

Configuring and Managing Connections to

ClarifyCRM

2

Topics: This section describes how to configure

and manage connections to ClarifyCRM

(26)

Starting iWay Explorer (Java Swing)

How to:

Start iWay Explorer

This topic describes how to start iWay Explorer.

How to Start iWay Explorer

Procedure:

To start iWay Explorer:

1. Ensure iWay Explorer is installed.

For more information on installing and configuring iWay Explorer, see the iWay Installation

and Configuration manual.

2. From the Windows Start menu, select Programs, iWay 5.6 SM, and tools, and click iWay

Explorer - SWING.

A status window indicates the loading progress of iWay Explorer. The iWay Explorer window then opens.

The following image shows the iWay Explorer window that opens after iWay Explorer loads. A navigation pane is on the left. The navigation pane contains the root node, iWay Configurations.

(27)

Creating a New Configuration

How to:

Create a Repository for iBSP Create a Repository for JCA

Before you can use iWay Explorer with iWay adapters, you must create a repository where your XML schemas, Web services, and event data are stored. Since you can deploy iWay Explorer using the iWay Business Services Provider (iBSP) or J2EE Connector Architecture (JCA), each implementation requires that you configure a specific repository before you can explore Enterprise Information System (EIS) metadata.

The iBSP exposes, as Web services, enterprise assets that are accessible from adapters regardless of the programming language or the particular operating system. In addition, you can use iBSP as a stand-alone Java application running in iWay Service Manager.

The iWay Connector for JCA runs on J2EE Connector Architecture compliant application servers. It uses the Common Client Interface (CCI) to provide integration services using iWay adapters. After you deploy the connector, you have access to adapters installed with iWay 5.6 SM.

How to Create a Repository for iBSP

Procedure:

To create a repository for iBSP using iWay Explorer: 1. Start iWay Explorer.

The following image shows the New option that is available in the left pane of the iWay Explorer window when you right-click the iWay Configurations node.

2. Right-click iWay Configurations and select New.

(28)

The following image shows the New Configuration dialog box that opens, where you supply a name for the configuration.

3. Type a name for the configuration, for example, SampleConfig, and click OK.

The following image shows additional fields on the New Configuration dialog box, where you select the service provider and supply the iBSP URL.

4. From the Service Provider drop-down list, select iBSE.

You are prompted for the iBSP URL. Use one of the following two options.

To access the stand-alone iBSP that is installed as part of iWay Service Manager, provide the following URL

http://hostname:9000

where:

hostname

Is the name of the host on which iWay is installed.

If you changed the default SOAP port, substitute the correct value accordingly. To access Servlet iBSP, provide the following URL

http://hostname:port/ibse/IBSEServlet

(29)

where:

hostname

Is the host name of your application server.

port

Is the port number used by your application server. 5. Click OK.

The following image shows the node representing the new configuration that appears beneath the root iWay Configurations node. In this image, the node is named

SampleConfig.

How to Create a Repository for JCA

Procedure:

To create a repository for JCA using iWay Explorer: 1. Start iWay Explorer.

The following image shows the New option that is available in the left pane of the iWay Explorer window when you right-click the iWay Configurations node.

2. Right-click iWay Configurations and select New.

(30)

The following image shows the New Configuration dialog box that opens, where you supply a name for the configuration.

3. Type a name for the configuration, for example, SampleConfig, and click OK.

The following image shows additional fields on the New Configuration dialog box, where you select the service provider and supply the name of the iWay home directory.

4. From the Service Provider drop-down list, select JCA.

5. In the iWay Home field, type the full path to your iWay 5.6 SM installation. This path is used to locate the adapter and store the repository and XML schemas. For example:

C:\Program Files\iway56sm

6. Click OK.

(31)

The following image shows the node representing the new configuration that appears beneath the root iWay Configurations node. In this image, the node is named

SampleConfig.

Connecting to a New Configuration

How to:

Connect to a New Configuration

Once you have created a new configuration using iWay Explorer, you must connect to it before you can use the iWay Application System Adapter for Amdocs ClarifyCRM.

How to Connect to a New Configuration

Procedure:

To connect to a new configuration:

1. Right-click the configuration to which you want to connect, for example, SampleConfig. The following image shows the options (Connect and Delete) that are available in the left pane of the iWay Explorer window when you right-click the SampleConfig node.

(32)

The following image shows the left pane, where nodes appear for iWay Adapters, iWay Events, and iWay Business Services (also known as Web services).

Use the iWay Adapters node to create inbound interaction with an Enterprise Information System (EIS). For example, you use the Clarify CBO node beneath the iWay Adapters node to configure a service that updates the ClarifyCRM system.

Use the iWay Events node to configure listeners that listen for events in ClarifyCRM. Use the iWay Business Services node to test business services created in the iWay Adapters node. You can also control security settings for the business services that are available.

Connecting to ClarifyCRM

In this section: Creating a New Target Connecting to a Target

Modifying, Closing, or Removing a Target

To browse and work with ClarifyCRM metadata, you must create a target for ClarifyCRM. This target serves as your connection point. You must establish a connection to ClarifyCRM every time that you start iWay Explorer or after you disconnect from the system.

Creating a New Target

How to:

Create a New Target

A target serves as the connection point to your Enterprise Information System (EIS). It is automatically saved after you create it. To connect to ClarifyCRM for the first time, you must

(33)

How to Create a New Target

Procedure:

To create a new target:

1. In the left pane, expand the iWay Adapters node and select the Clarify CBO node. 2. Right-click the Clarify CBO adapter node and select Add Target.

The Add Target dialog box opens.

3. In the Name field, type a descriptive name for the target, for example, ClarifyTarget. 4. In the Description field, type a brief description of the connection (optional). 5. Click OK.

The Basic dialog box opens, as shown in the following image.

6. Provide the appropriate values for the following fields: Clarify Server Name

Clarify Database Name User Name

User Password 7. Click OK.

(34)

The new target, for example, ClarifyTarget, appears in the left pane beneath the Clarify CBO node.

Connecting to a Target

How to:

Connect to a Target

You must use a defined target to connect to an instance of ClarifyCRM.

How to Connect to a Target

Procedure:

To connect to an existing target:

1. In the left pane, expand the Clarify CBO node and select the target that you defined, for example, ClarifyTarget.

2. In the right pane, type the password for ClarifyCRM. 3. Right-click the target.

4. Select Connect.

In the left pane, the ClarifyTarget node changes to reflect that a connection was made.

5. Expand the target node to reveal the business objects for ClarifyCRM.

(35)

Modifying, Closing, or Removing a Target

How to: Edit a Target

Disconnect From a Target Delete a Target

After you create a target for ClarifyCRM using iWay Explorer, you can edit the information that you provided when you created the target.

Although you can maintain multiple open connections to different application systems, it is recommended that you close connections when they are not in use. You can also delete any targets that are not required.

How to Edit a Target

Procedure:

To edit a target:

1. In the left pane, right-click the target, for example, ClarifyTarget. 2. Select Edit.

The Basic dialog box opens, as shown in the following image.

3. Modify the connection information and click OK.

How to Disconnect From a Target

Procedure:

To disconnect from a target:

(36)

The ClarifyTarget node changes to reflect that the connection was terminated.

How to Delete a Target

Procedure:

To delete a target:

1. In the left pane, right-click the target to which you are connected, for example,

ClarifyTarget.

2. Select Delete.

The ClarifyTarget node is removed from the left pane.

(37)

iWay

Creating XML Schemas and Web Services for

ClarifyCRM

3

Topics: This section describes how to use iWay

Explorer (Java Swing) to generate XML schemas that define request and response documents for your ClarifyCRM tables. It also describes how to create business services (also known as Web services) for your tables.

Generating Schemas and Business Services Overview

Generating Schemas

(38)

Generating Schemas and Business Services Overview

To generate request and response document schemas, or a business service, perform the following tasks.

1. Start iWay Explorer and open a new or existing connection to the ClarifyCRM database, as described in Configuring and Managing Connections to ClarifyCRM on page 25.

Using iWay Explorer, expand the iWay Adapters node to see the adapters installed on your system.

2. Generate XML schemas that define request and response documents for your SQL statements and stored procedures, as described in Generating Schemas on page 38. You can use the schemas when you create request documents and when you develop logic to process responses.

3. Create request documents for each operation against each table, and for each stored procedure. You can use a third-party XML tool to generate a request document from the XML schema. See Constructing XML Request Documents on page 45 for an example. 4. Generate a business service (also known as a Web service) for an SQL statement or

stored procedure. See Generating Business Services on page 51 for details.

Generating Schemas

How to:

Create an XML Schema for a ClarifyCRM Table Reference:

Schema Location

XML schemas define service request documents and the corresponding response documents. When you deploy the adapter in an iWay Enterprise Connector for J2EE Connector Architecture (JCA) environment, you can generate schemas to define these documents.

When you deploy the adapter in a business services environment, you are not required to generate a schema. For more information, see Generating Business Services on page 51.

Schema Location

Reference:

By default, iWay Explorer stores the schemas it creates in subdirectories beneath the iWay home directory of the machine on which it is installed. However, using iWay Explorer, you can also export these schemas to any location that you specify on your file system.

(39)

The exact location of the schemas differs, depending on whether you deploy iWay Explorer with an iBSP configuration or a JCA configuration.

When you use the adapter with an iBSP configuration, iWay Explorer stores the schemas beneath a \schemas subdirectory of the iWay home directory, for example,

C:\Program Files\iway56sm\config\base\wsdl\schemas\service\Clarify CBO\ClarifyTarget

where:

ClarifyTarget

Is the name of the connection (target) to the ClarifyCRM system that you defined using iWay Explorer. Beneath this directory, iWay Explorer creates subdirectories containing schemas.

When you use the adapter with a JCA configuration, iWay Explorer stores the schemas beneath a \schemas subdirectory of the iWay home directory, for example,

C:\Program Files\iway56sm\config\base\schemas\Clarify CBO\ClarifyTarget

where:

ClarifyTarget

Is the name of the connection (target) to the ClarifyCRM system that you defined using iWay Explorer. iWay Explorer stores the schemas in this directory.

You create XML schemas for ClarifyCRM methods (for example, the get method) using iWay Explorer. After you create schemas, you can view them and use them to create request and response documents.

How to Create an XML Schema for a ClarifyCRM Table

Procedure:

To create an XML schema for a ClarifyCRM table:

1. Connect to a ClarifyCRM target, as described in Configuring and Managing Connections to ClarifyCRM on page 25.

2. In the left pane, expand the target node. 3. Click the Tables node.

(40)

A list of available tables in the Clarify system is displayed, as shown in the following image.

4. Select one of the available tables, for example, table_account.

A list of available methods for the table is displayed, as shown in the following image.

5. Select one of the available methods, for example, INSERT.

(41)

XML request, response, and event schemas for the table are automatically created and displayed. The Detail, Request Schema, Response Schema, and Event Schema tabs appear on the right.

6. Click the Request Schema tab in the right pane.

The XML request schema appears in the right pane, as shown in the following image.

(42)

The XML response schema appears in the right pane, as shown in the following image.

8. Click the Event Schema tab in the right pane.

(43)

The XML event schema appears in the right pane, as shown in the following image.

9. To export XML schemas, right-click the method in the left pane, and select Export

Schema(s), as shown in the following image.

(44)

The Select Export Directory dialog box opens, as shown in the following image.

10. Navigate to a directory on your file system where you want to export the XML schemas. The file path is displayed in the File Name field.

11. Click OK.

The XML request, response, and event schemas are now exported to your local file system.

(45)

Constructing XML Request Documents

Example:

Creating a Payload to Insert a New Record Into the SITE CBO Reference:

Sample XML Payload for the Update Operation Sample XML Payload for the Delete Operation Sample XML Payload for the Get (Query) Operation

The iWay Application System Adapter for Amdocs ClarifyCRM generates the generic schema in terms of operation (insert, update, delete, and get functions). It does not generate the schema in terms of CBO and all the related operations supported by the CBOs. The schema does not show CBO-specific tables and fields. As a result, you must manually create the payload (XML request document) for services by adding and editing the table names, relations between table names, and field names in the payload.

Creating the payload requires advanced technical and functional knowledge of Clarify. For more information, see the Core Business Objects Reference Guide and the Data Dictionary

for Objects Guide from Amdocs Clarify. This documentation is specific to each version of

Amdocs Clarify.

The following example shows how to create a payload to insert a new record into the SITE CBO.

Creating a Payload to Insert a New Record Into the SITE CBO

Example:

1. Refer to the Core Business Objects Reference Guide for ClarifyCRM to determine the specific table and related CBOs for SITE.

(46)

The following diagram provides an overview of the SITE CBO. It shows the table name, dependent CBOs, tables for dependent CBOs, and how the other CBOs are related to the SITE CBO.

2. Using this knowledge in Clarify, determine the mandatory CBOs with which the SITE CBO has a dependency.

For example, the Address is a mandatory CBO with which the SITE CBO has a dependency. Note the different types of address and their relations.

Table CBO Site Site Address Address

(47)

BillToAddress : cust_billaddr2address PrimaryAddress : cust_primaddr2address ShipToAddress : cust_shipaddr2address

3. Refer to the Data Dictionary for Objects Guide for the Site and Address tables that you located earlier.

4. Make a list of the fields that are mandatory for inserting a new record into the Site and Address tables.

5. Connect to a target configured for the iWay Application System Adapter for Amdocs ClarifyCRM using iWay Explorer.

6. Expand the Tables node, and select the table named table_site. 7. Right-click the insert operation and select Export Schemas.

8. Using an XML editor, for example, XMLSpy, open the XML schema that you exported. 9. Generate a sample XML document, for example:

<?xml version="1.0" encoding="UTF-8"?>

<sp xmlns="urn:iwaysoftware:adapter:clarifyCBO:feb2004" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="urn:iwaysoftware:adapter:clarifyCBO:feb2004 X:\Temp\insert_request.xsd"> <data>

<cbo name="String" action="insert"> <fields> <field name="String">String</field> </fields> </cbo> </data> </sp>

10. Locate the following section:

<field name="String">String</field>

(48)

For example:

<field name="String">String</field> <cbo name="String" relation="insert"> <fields>

<field name="String">String</field> </fields>

</cbo>

<cbo name="String" action="insert"> <fields> <field name="String">String</field> </fields> </cbo> </fields> </cbo>

(49)

When you are finished, the XML payload for the insert operation of the SITE CBO has the following structure:

<field name="name" data_type="string">Information Builders</field> <field name="type" data_type="int">3</field>

<field name="address" data_type="string">Tenn Plaza</field> <field name="city" data_type="string">NewYork</field> <field name="state" data_type="string">NY</field> <field name="zipcode" data_type="string">10121</field> </fields>

</cbo>

<field name="address" data_type="string">Twenn Plaza</field> <field name="city" data_type="string">NewYork</field>

</cbo>

<field name="address" data_type="string">Tonn Plaza</field> <field name="city" data_type="string">NewYork</field> <field name="state" data_type="string">NY</field> <field name="zipcode" data_type="string">10121</field> </fields> </cbo> </fields> </cbo> </data> </sp>

13. Repeat these steps to create XML payload documents for other operations, such as update, delete, and get (query).

(50)

Sample XML Payload for the Update Operation

Reference:

<field name="address" data_type="string">009 Drive</field> <field name="city" data_type="string">Royal Tower</field> <field name="state" data_type="string">UK</field>

</fields> </cbo> </fields> </cbo> </data> </sp>

Sample XML Payload for the Delete Operation

Reference:

(51)

Sample XML Payload for the Get (Query) Operation

Reference:

Generating Business Services

How to:

Create an iWay Business Service Reference:

Sample iWay Business Service XML Input for Get Sample iWay Business Service XML Input for Insert

iWay Explorer provides Web developers with a simple, consistent mechanism for extending

(52)

You can generate a business service (also known as a Web service) for a ClarifyCRM table. To generate a business service, you must deploy the adapter in a business services environment using iWay Business Services Provider (iBSP). iBSP exposes functionality as Web services. It serves as a gateway to heterogeneous back-end applications and databases. A Web service is a self-contained, modularized function that can be published and accessed across a network using open standards. It is the implementation of an interface by a component and is an executable entity. For the caller or sender, a Web service can be considered a "black box" that may require input, and that delivers a result. Web services can be integrated within an enterprise as well as across enterprises on any communication technology stack, whether asynchronous or synchronous, in any format.

You can make a Web service available to other services within a host server by generating WSDL (Web Services Description Language) from the Web service.

Ensure that the servlet iBSP is properly configured. For more information on installing and deploying iWay components, see the iWay Installation and Configuration manual.

Note: In a J2EE Connector Architecture (JCA) implementation of iWay adapters, Web services are not available. When the iWay adapters are deployed for use with the iWay Connector for JCA, the Common Client Interface provides integration services using the adapters. For more information, see the iWay Installation and Configuration manual.

How to Create an iWay Business Service

Procedure:

To create an iWay business service for ClarifyCRM:

1. If you have not already done so, connect to a ClarifyCRM target as described in Connecting to ClarifyCRM on page 32.

2. In the left pane of iWay Explorer, expand the target node to display all the tables and their methods.

The list includes all the methods currently supported by the adapter. The methods exposed are generic to all the business objects of Clarify.

3. Right-click the method for which you want to create a business service (for example,

(53)

The Create iWay Business Service dialog box opens, as shown in the following image.

4. Perform the following steps.

a. From the Existing Service Names drop-down list, choose whether you want to create a new service name or use an existing service name.

b. In the Service Name field, type a descriptive name for the iWay Business Service. c. In the Service Description field, type a brief description of the service (optional). 5. Click Next.

A second Create iWay Business Service dialog box opens and prompts you for additional information.

6. Perform the following steps.

a. From the License Name drop-down list, select a license definition.

(54)

The iWay Business Services node expands in the left pane. The new iWay Business Service appears beneath the Services node.

The following image shows an iWay Business Service named SampleOne and, beneath that service, a method called INSERT.

The right pane displays the name of the expanded iWay Business Service and provides a hyperlink to the selected method, for example, INSERT.

8. Click the INSERT hyperlink in the right pane.

(55)

An iWay Business Service test pane opens in your Web browser, as shown in the following image.

When you create a new business service, test it to ensure that it functions properly. 9. In the input xml field, enter a sample XML document that will query the service. You can

use copy and paste, or browse to a file and upload the content.

For sample XML input, see Sample iWay Business Service XML Input for Get on page 58 and Sample iWay Business Service XML Input for Insert on page 59.

(56)

For example, the following sample XML document retrieves an item from the ClarifyCRM database.

<cbo name="contact_role" action="get"> <keys>

<field name="objid">268435527</field> </keys>

<field name="role_name" data_type="string" /> <field name="primary_site" data_type="string" /> <cbo name="contact" relation="contact_role2contact"> <fields>

<field name="first_name" data_type="string" /> <field name="last_name" data_type="string" /> <field name="phone" data_type="string" /> </fields>

</cbo>

<cbo name="site" relation="contact_role2site"> <fields>

<field name="site_id" data_type="string" /> <field name="name" data_type="string" />

<cbo name="address" relation="cust_primaddr2address"> <fields>

<field name="address" data_type="string" /> <field name="city" data_type="string" /> <field name="state" data_type="string" /> </fields> </cbo> </fields> </cbo> </fields> </cbo> </data> </sp> 10. Click Invoke.

The test response appears in the Web browser.

(57)

The following is the test response for the preceding XML input document. The adapter returns the requested item from the ClarifyCRM database.

(58)

Sample iWay Business Service XML Input for Get

Reference:

<cbo name="contact_role" action="get"> <keys>

<field name="objid">268435527</field> </keys>

<field name="role_name" data_type="string" /> <field name="primary_site" data_type="string" /> <cbo name="contact" relation="contact_role2contact"> <fields>

<field name="first_name" data_type="string" /> <field name="last_name" data_type="string" /> <field name="phone" data_type="string" /> </fields>

</cbo>

<field name="site_id" data_type="string" /> <field name="name" data_type="string" />

<cbo name="address" relation="cust_primaddr2address"> <fields>

<field name="address" data_type="string" /> <field name="city" data_type="string" /> <field name="state" data_type="string" /> </fields> </cbo> </fields> </cbo> </fields> </cbo> </data> </sp>

(59)

Sample iWay Business Service XML Input for Insert

Reference:

<cbo name="contact_role" action="insert"> <fields>

<field name="role_name" data_type="string">Default</field> <cbo name="contact" relation="contact_role2contact"> <fields>

<field name="first_name" data_type="string">Harvey</field> <field name="last_name" data_type="string">Walsteader</field> <field name="phone" data_type="string">5165551212</field> </fields>

</cbo>

<field name="site_id" data_type="string">1288589</field> <field name="name" data_type="string">Infogain</field> <cbo name="address" relation="cust_primaddr2address"> <fields>

<field name="address" data_type="string">B-17,sec-58</field> <field name="city" data_type="string">Noida</field>

<field name="state" data_type="string">U.P.</field> </fields>

</cbo>

<cbo name="address" relation="cust_billaddr2address"> <fields>

<field name="state" data_type="string">U.P.</field> </fields>

</cbo>

<cbo name="address" relation="cust_shipaddr2address"> <fields>

<field name="state" data_type="string">U.P.</field> </fields> </cbo> </fields> </cbo> </fields> </cbo>

(60)

(61)

iWay

Listening for ClarifyCRM Events

4

Topics: This section describes how to use the

iWay Application System Adapter for Amdocs ClarifyCRM to listen for events in a ClarifyCRM database table.

Understanding iWay Event Functionality Configuring Database Triggers and Event Tables

Although this section describes the Java Swing implementation of iWay Explorer, other implementations provide the same functionality by means of similar graphical user interfaces.

(62)

Understanding iWay Event Functionality

Events are generated as a result of ClarifyCRM activity. You can use events to trigger an action in your application.

After you create a connection to your application system, you can add events using iWay Explorer. To create an iWay event, you must create a port and a channel.

Port

A port is a logical definition of how to direct event data. It includes information on where to store the data and where to place it after it is processed. A port associates a particular business object exposed by an adapter with a particular disposition. A disposition defines the protocol and location of the event data. The port defines the end point of the event consumption.

For example, you can use a JMS protocol to route the result of polling a table to a JMS queue hosted by a J2EE application server. For more information, see Creating an Event Port on page 66.

Channel

A channel defines the listening capability that detects events in the target Enterprise Information System (EIS) or database. It represents configured connections to particular instances of back-end systems or other types of systems. A channel binds one or more event ports to a particular listener managed by an adapter. For more information, see

Creating a Channel on page 81.

Configuring Database Triggers and Event Tables

In this section:

Obtaining the JDBC Driver Generating Event Triggers

Before you can use the iWay Application System Adapter for Amdocs ClarifyCRM to listen for events, you must configure database triggers and event tables.

The adapter supports event handling with ClarifyCRM, which is facilitated by the following mechanisms.

iWay database triggers and an iWay table

(63)

You can install iWay database triggers and an iWay table in the ClarifyCRM database. Whenever an event occurs in the ClarifyCRM database, a new record is created in the iWay table, with key fields, for example, objid, table name, and so on.

iWay channel

You can configure an iWay channel to listen on an iWay table through a table listener. The channel can extract the records and pass them to a specific disposition. The output can consist of an XML document, which can be used in a process flow created with iWay Designer, and which can continue from there as required.

Obtaining the JDBC Driver

The iWay Application System Adapter for Amdocs ClarifyCRM requires JDBC access to the ClarifyCRM database for event processing. Before you install the adapter, you must install the appropriate JDBC driver. You must also set the CLASSPATH for the new driver.

If the ClarifyCRM database is stored in Microsoft SQL Server, you can obtain the necessary JDBC driver from the following Web site:

http://msdn.microsoft.com/downloads

After you have obtained and installed the appropriate driver, you can continue with configuring the database triggers and event tables.

Generating Event Triggers

How to:

Generate Event Triggers

The following section describes how to generate event triggers for a table using iWay Explorer.

How to Generate Event Triggers

Procedure:

To generate event triggers using iWay Explorer:

1. Connect to a ClarifyCRM target, as described in Connecting to ClarifyCRM on page 32. 2. In the left pane, expand the target node.

3. Click the Tables node.

(64)

A list of available tables in the Clarify system is displayed, as shown in the following image.

4. Right-click one of the available tables, for example, table_purchase_ord, and select

(65)

The Generate Triggers status window opens and indicates that the triggers were created successfully.

5. Click OK.

A Triggers node is added, which contains three event triggers that are now available for the table (delete, update, and insert).

(66)

Note: If you try to generate event triggers for a table that already has available triggers, the following message is displayed.

Creating an Event Port

In this section:

Editing or Deleting an Event Port Using the Default Event Port How to:

Create an Event Port for File Create an Event Port for iBSE Create an Event Port for MSMQ Create an Event Port for JMSQ Create an Event Port for SOAP Create an Event Port for HTTP Create an Event Port for MQSeries

The following procedures describe how to create an event port using iWay Explorer.

(67)

When you use iWay Explorer with an iWay Business Services Provider (iBSP) implementation, the following port dispositions are available.

File. The File disposition uses a file URL to specify the destination file name or directory where the event document will be written. During run time, the destination file name may require indexing to avoid overwriting. For more information, see How to Create an Event Port for File on page 68.

IBSE. The iBSE disposition enables an event to launch a business service method. For more information, see How to Create an Event Port for iBSE on page 70.

MSMQ. The Microsoft Message Queue disposition supports public and private queues. For more information, see How to Create an Event Port for MSMQ on page 71.

JMSQ. The JMSQ disposition allows an event to be enqueued to a JMS queue. For more information, see How to Create an Event Port for JMSQ on page 72.

SOAP. The SOAP disposition allows an event to launch a business service specified by a WSDL file. A SOAP action is optional. The default value for a SOAP action is ““. For more information, see How to Create an Event Port for SOAP on page 74.

HTTP. The HTTP disposition uses an HTTP URL to specify an HTTP end point to which the event document is posted. For more information, see How to Create an Event Port for HTTP on page 77.

MQSeries. The MQSeries disposition enables an event to be enqueued to an MQSeries queue. You can specify both queue manager and queue name. For more information, see How to Create an Event Port for MQSeries on page 77.

When you use iWay Explorer with a JCA implementation, the following port dispositions are available.

File. The File disposition uses a file URL to specify the destination file name or directory where the event document will be written. During run time, the destination file name may require indexing to avoid overwriting. For more information, see How to Create an Event Port for File on page 68.

HTTP. The HTTP disposition uses an HTTP URL to specify an HTTP end point to which the event document is posted. For more information, see How to Create an Event Port for HTTP on page 77.

JMSQ. The JMS queue allows an event to be enqueued to a JMS queue. For more information, see How to Create an Event Port for JMSQ on page 72.

(68)

How to Create an Event Port for File

Procedure:

To create an event port for File: 1. Click the iWay Events node.

2. In the left pane, expand the Clarify CBO node.

The following image shows the options (Add Port and Refresh) that are available in the left pane when you right-click the Ports node.

3. Right-click the Ports node and select Add Port from the menu.

The following image shows the Add Port dialog box that opens, where you supply information about the port.

a. In the Name field, type a name for the port. b. In the Description field, type a brief description. c. From the Protocol drop-down list, select FILE.