2. Contact Center
• Patterned on the order entry UI changes
from last year
• Embeds customer service UI components
into scripts
• Supports tailored customer service
workflows
• Scripted customer entry
• Integrates with telephony
AdvantageCS 2
3. Initial Call Center Workflows
• Add new customers and orders
• Change personal and address data
• Review A/R status
• Manage newsletter subscriptions
(list email participation)
• Manage Sweepstakes points
• Review order / shipment status
• Review premium status
(“Where is my gift?”)
• Review issue fulfillment /
add customer service copies
• Retention (“save the cancel”)
AdvantageCS 3
4. Failover Clustering Support
• Planned / Unplanned failovers
• We have automated the previously manual
steps to restart Advantage services
• Expect
– Users to restart UI sessions
– Processes in error
– Down for a few minutes
• At 2014r1
• Next up? Auto-restart processes
AdvantageCS 4
5. ‘Quantum’ Upgrade Technique
• Pre-upgrade is begun manually n hours
before the upgrade window
• A Sql job is created to incrementally
populate an upgraded table using
configurable ‘bursts’ of activity
• Production operations continue against the
original table
• If a ‘live’ row changes or is deleted, a
trigger deletes its upgraded counterpart
• Some limitations apply, e.g.
– Sufficient disk space
– Unchanging primary key
AdvantageCS 5
7. Why have it?
Ledger
Invoicing
Over/under payments
Suspend / restart
Inventory
Royalties
Commissions
Book club status
Data warehouse extracts
Summarizations
– Access item performance, write-offs,
deferred income, coupon usage, promo
response, renewal response,
cancellations, etc.
The work Advantage does after
we know an order is complete.
AdvantageCS 7
What is ‘Posting’?
So the user or customer can
move on without waiting.
8. Posting Changes
First Phase
(mid 2015)
• Amb, Conference, Circ, Pro and Reprint
combine into Mst210
• Improved error handling
• Multiple streams
Second Phase
(2016.0?)
• Most of invoice and payment posting
(Arp210/230)
• Activation strategies
– Real and near-Realtime
– From web
– From UI
– From uploads
– By releasing control groups
AdvantageCS 8
9. AdvantageCS
Anticipated Questions
• Combined orders?
• Control Groups?
• Jobstreams and business workflow?
• What if an order has picked and non-picked parts?
• What about Reporting?
• What about troubleshooting?
• Performance?
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