Usage scenario for Electronic Presentment

In this scenario, a utility company wants to provide an easy way for their customer service team to access customer statements without teaching them to use Ricoh ProcessDirector. The customer service team already has a Web-based interface that runs on the company intranet that they use for their other tasks.

The team that developed the customer service interface meets with the customer service team lead and the print administrators. They determine that the customer service team needs to be able to do three things:

  1. Search for customer statements based on account number or customer name
  2. View a statement, so they can answer questions for the customer
  3. Submit the statement to be resent to the customer
The print administrators demonstrate how to do each of those tasks in the Archive tab of the Ricoh ProcessDirector. The demonstration shows that the Archive feature is configured to store documents and that the document properties for account number (Doc.Custom.AcctNumber), last name (Doc.Custom.LastName), and time stored (Job.Repository.LastArchiveTime) can be used as search criteria.

The interface development team reviews the Web services that are provided with Ricoh ProcessDirector. They determine that their portlet needs to use a variety of Web services to complete the task. The portlet must:

  • Log in to Ricoh ProcessDirector.
    Ricoh ProcessDirector is configured to use LDAP user IDs for authentication. As a result, the customer service representatives can log in to the new portlet using the user ID that they use for other company applications. The development team configures the portlet to use the Login Web service to log in to Ricoh ProcessDirector using that user ID and password combination.

    The print administrators work with the LDAP administrator to understand what LDAP group the customer service representatives are part of. They create a new Ricoh ProcessDirector security group called Customer Service based on the Operator group and link it to the appropriate LDAP group. They limit the actions that the members of this group can do in Ricoh ProcessDirector.

  • Show a list of repositories that the user can access.
    The development team uses the Get repositories for user Web service to retrieve the available repositories. TheWeb application parses the result and presents the repository names as a list, so the user can select one.
  • Verify that the user can search the selected repository using the account number, last name, and time stored properties.
    The customer service team needs to search on account number and name, so the portlet verifies that those properties can be used to search the repository. The development team uses the Get properties to search on Web service with the name of the repository that is selected on the portlet.

    Ricoh ProcessDirector sends back a list of properties that can be used to search the repository. The portlet parses the list to make sure that the three properties it uses appear in the list. If Doc.Custom.AcctNumber, Doc.Custom.LastName, and Job.Repository.LastArchiveTime all appear in the list, the portlet enables the three search fields.

    If one or more of those properties are not in the list, the portlet displays an error and disables the correct search field. The error tells the Ricoh support representative which property cannot be used.

  • Use the values that the user types to search the selected repository.
    The portlet provides text entry fields for each search term and a Submit button. For Job.Repository.LastArchiveTime, the customer support representative can enter two dates, so they can search for entries within a specific date range. When a representative types a value in one or more fields and clicks Submit, the portlet uses those values and the selected repository with the Search repository Web service to send the search request to Ricoh ProcessDirector.

    Ricoh ProcessDirector searches the repository and sends back the results. The portlet parses the results to display them to the Ricoh support representative in a readable format. The Ricoh support representative can use that information to answer customer questions. If there are multiple results, they are displayed so the Ricoh support representative can select a single statement.

  • Retrieve the document that the user searched for.
    In addition to seeing information about the statement, the Ricoh support representative must be able to open the statement itself. The development team provides a way for the Ricoh support representative to select a statement, then uses the property values associated with that statement in the Get data file Web service.

    Ricoh ProcessDirector locates the document and returns it to the portlet. The portlet is configured to automatically open the statement, so the representative can see the contents.

  • Submit the document to be reprinted.
    After the document is retrieved, the Ricoh support representative might need to reprint the statement so it can be sent to the customer again. The development team adds a Reprint button to the portlet. When the user clicks the button, she chooses the statement that needs to be printed and clicks OK.

    The development team uses the file that is selected along with the Submit a job Web service to send the statement back to Ricoh ProcessDirector to be processed. All reprints are submitted to a hot folder input device called reprints, so an operator can make a batch job and submit it manually each day.

  • Log out of Ricoh ProcessDirector.
    When the Ricoh support representative logs out, the portlet uses the Logout Web service to close the connection to Ricoh ProcessDirector.
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