1

Scenario 1 - XMLScenario 1 - XML

Contact center

CIC

XML server

ASC

ASCapplication

①

Dat

a re

qu

este

d b

y A

SC

②

Resp

on

se (Service req

uest)

①

Up

dat

e Jo

b N

o o

f A

SC

②

Resp

on

se

①

Sen

d t

rack

ing

sta

tus

②

Resp

on

seOutbound

Inbound

getServiceRequest putServiceResponse putRepairStatus

1. Send xml request to get the service requests accepted by samsung call center

2. 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.

Senario1 explains the case that a customer contacts Samsung call center first for the product repair

2

Scenario 2 - XMLScenario 2 - XML

Contact center

CIC

XML server

ASC

ASCapplication

①

Sen

d S

ervi

ce R

equ

est

②

Resp

on

se

①

Sen

d t

rack

ing

sta

tus

②

Resp

on

seOutbound

Inbound

putServiceRequest putRepairStatus

1. Upload the service requests which ASC accepts from the customer

1. Update Repair Status whenever any changes happens.

Senario2 explains the case that a customer contacts service center first for the product repair

3

Scenario 1

4

getServiceRequestgetServiceRequest

<?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>

<?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>

INPUT

OUTPUT

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.

Samsung Refrence no.

5

putServiceResponseputServiceResponse

<?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>

INPUT

1. TR_NO : Set the Samsung Ref No with the value which ASC gets through getServiceRequest

2. JOB_NO : Set the ASC Job No with the value which ASC generates when they save the service requests from Samsung.

<?xml version="1.0"?><RESPONSE_INFO> <RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <ERR_MSG>3004425216 Success !!!</ERR_MSG> </RESPONSE></RESPONSE_INFO>

OUTPUTASC Job No.

Samsung Refrence No.

6

putRepairStatusputRepairStatus

<?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>

Samsung Ref no

INPUT

ASC Job No.

<?xml version="1.0" ?> <RESPONSE_INFO> <RESPONSE> <RETURN_TYPE>S</RETURN_TYPE>

<ERR_MSG>3004412616 Success</ERR_MSG> </RESPONSE></RESPONSE_INFO>

OUTPUT

Samsung Reference No. & Message

7

Scenario 2

8

putServiceRequestputServiceRequest

<?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.

INPUT

<?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>

OUTPUT

Samsung Reference No.

ASC’s Job No & Message

9

putRepairStatusputRepairStatus

<?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>

INPUT

<?xml version="1.0" ?> <RESPONSE_INFO> <RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <ERR_MSG>3000080022 Success</ERR_MSG> </RESPONSE></RESPONSE_INFO>

OUTPUT

Samsung Reference No. & Message

ASC’s Job No.

Samsung Reference No

10

# Tracking Status

01 ‘Assigned to Service Centre

03 ‘Repaired Goods Despatched

02 ‘Repair Completed

04 ‘Repair Cancelled

01 ‘Parts not available02 ‘Technical problem03 ‘Customer not available04 ‘Waiting for confirmation from customer05 ‘Not assigned to a repair engineer06 ‘No Buffer Stock07 ‘Pick Up Request08 ‘No KITs

08 ‘Warranty Claimed

05 ‘Pending