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Party Interaction vs Product Order Resources

  • 1.  Party Interaction vs Product Order Resources

    TM Forum Member
    Posted 26 days ago
    Hi all

    I'm a little confused...
    The PartyInteraction API Spec (R18.0.0) json examples describes a customer who places an order in the store (

    "The user signed up to new TV bundle and paid the decoder"). 

    According to the JSON Representation Sample (page 11/12) there are two BusinessInteractions:
    - the actual order ("https://host:port/productOrderingManagement/productOrder/777")
    plus
    - a party interaction ("https://host:port/partyInteractions/partyInteraction/123" with  "https://host:port/partyInteractions/partyInteraction/123/interactionItem/5678" pointing to the order 777)

    -1-
    What would be the motivation to manage two different business-interaction-type-of resources for a single "real" interaction of a customer, especially since additional information that could not be stored directly at an order resource is not visible to me.
    In my understanding the order resource already sufficiently represent an interaction (including involved roles, locations, payments, notes, ...) or is the idea that every order requires a superior interaction resource?

    -2-
    Let's assume a CRM application has to show a complete history of all the interactions (simple contacts, orders, problems, whatsoever) with a customer. Will the Party Interaction API be sufficient for such an overview? e.g. would the Party Interaction API "deliver" a simplified representation of a product order as well or does the CRP application has to query multiple APIs to collect the various types of interactions to build a complete customers correspondence view?


    Thanx for sharing any thoughts alleviating my confusion :-)

    Best regards

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    Stefan Peppe
    Singer TC GmbH
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  • 2.  RE: Party Interaction vs Product Order Resources

    TM Forum Member
    Posted 26 days ago
    Please note that (to my understanding) a Party Interaction in the Open API is not the same as the SID business interaction. Rather it reflects the history of a discussion between a party (typically a customer) with the service provider. Such an interaction may well cause a product order to be initiated, or a customer problem to be created, or nothing at all.
    There has been discussion in the SID team about the need to model this type of interaction, @Cecile Ludwichowski might be able to update you with the latest situation.​

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    Jonathan Goldberg
    Amdocs Management Limited
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  • 3.  RE: Party Interaction vs Product Order Resources

    TM Forum Member
    Posted 21 days ago
    Hi Stefan :-)

    About your questions, here is what I can answer concerning the SID:

    -1-
    What would be the motivation to manage two different business-interaction-type-of resources for a single "real" interaction of a customer, especially since additional information that could not be stored directly at an order resource is not visible to me.
    In my understanding the order resource already sufficiently represent an interaction (including involved roles, locations, payments, notes, ...) or is the idea that every order requires a superior interaction resource?
                -
    We need two different concepts because they have a different life cycle. In the example of the interaction and the order as a result of the interaction, the customer has hung up (so the interaction itself is closed) and the order is validated by the customer (next status will be for example : delivery in progress, completed...). In this example, the order is a result of interaction.

    -2-
    Let's assume a CRM application has to show a complete history of all the interactions (simple contacts, orders, problems, whatsoever) with a customer. Will the Party Interaction API be sufficient for such an overview? e.g. would the Party Interaction API "deliver" a simplified representation of a product order as well or does the CRP application has to query multiple APIs to collect the various types of interactions to build a complete customers correspondence view?
               - I'm not the specialist of APIs, but I would answer NO if you need details about the result of the interaction. I guess that the API PartyInteraction might specify in the answer either the reason or the result of the interaction.
               - The Interaction in SID, named CommunicationInteraction, has been introduced in SID 18.5. You can find its description and examples in the GB922_CommunicationInteraction_R18.5.0 document that you can find here GB922 Communication Interaction R18.5.0 - TM Forum .


    See you,

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    Cecile Ludwichowski
    Orange
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