Advanced Collections (IEX) FAQ (Doc ID 1210889.

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In this Document Purpose Questions and Answers STRATEGY 1. An incorrect strategy has been assigned via strategy management program to the customer, Why? 2. Strategy is missing in strategy tab? 3. Collector of my customer is not assigned to the customers strategy work item? 4. Work item doesnt appear in UWQ. 5. My strategy is created at a different business level than expected? 6. Change Strategy button in strategy tab is disabled. 7. Under what circumstances will my strategy will go on hold? 8. Under what circumstances my strategy will go on hold change to open? 9. My strategy doesnt automatically change if any activity happens for the customer. 10. Strategy automatic work items delivery status is not successful. It is in XMLDATA/XMLDOC status. 11. Strategy tab is missing in collections form 12. Why latest work item is still in status "To be created" even after completion of previous work item? 13. Why work items corresponding to a strategy has different resource assigned? 14. Strategy for Bankruptcy is not created? 15. Work item with skill is not assigned to the collector of the customer. 16. Why fulfillment work item is not completed even after running IEX: Bulk XML delivery manager concurrent program? DUNNING 1. My invoice(s) doesnt appear in stage dunning letter. 2. My invoice(s) doesnt appear in days overdue dunning letter. 3. Dunning letter is not generated for the customer. 4. Dunning Callback is not created for dunning record. 5. When will dunning record be in Close status? 6. Please explain how the dunning correspondence gets picked up from Days Overdue dunning plan. 7. Please explain how the dunning correspondence gets picked up from Stage dunning plan. 8. Is there a way to deliver dunning letter in a different format for an email method? 9. How will my collector get copy of dunning letter sent to his customer? 10. Only a single letter is sent for different stages belonging to different lines for a stage dunning plan. 11. Modification of stage dunning level from transactions tab is disabled. CONTRACTS & LATER STAGE DELINQUENCIES 1. I am not able to view a bankrupt customer in UWQ. Why? 2. Unable to create litigation and repossession for a transaction from life cycle tab (or) Maintain status in lifecycle tab is disabled. 3. Repossession for a contract is disabled? 4. What setups are required for write off of a contract? 5. Write-off of contracts cannot be approved?
Modified 14-FEB-2012 Type FAQ Status PUBLISHED(EXTERNAL) Priority 3
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6. Cases are created for the customer but how the contracts are filtered between cases? COLLECTION SETUPS 1. Loans / Contracts tabs cannot be seen in collections form. 2. How is correspondence for various collection activities like adjustments, disputes, promises etc sent? 3. Can I disable particular collection activity? 4. My unpaid reason code doesnt appear while assigning unpaid reason to a transaction, Why? 5. Newly created Aging bucket is missing in Aging tab. 6. What setups are required for setting up collector at customer level? OTHER COLLECTION ACTIVITIES 1. Can see multiple values for each metric in profile tab? 2. I am not able to cancel dispute as cancel dispute is disabled. 3. Details for dispute in history tab is disabled. 4. Unable to View /Print Invoices for BPA templates from Collections. 5. Unable to Promise delinquent invoices. 6. Unable to make payment or promise for multiple transactions. 7. Only few records are shown in transactions tab. Not all delinquent transactions are shown? 8. Why Amount columns (Amount overdue, net balance & Last payment amount) in Collections header are null? 9. Why Aging tab is disabled? SCORING 1. Score did not appear for customer. 2. My scoring engine do not appear for running in Concurrent Program. 3. Scoring engine output includes limited records. 4. Why value of Score in collections header is not changing, when changing view by object? LOANS 1. When and How does Loan status change? COLLECTIONS SEARCH 1. When opening search form, from Collections form, why search type is not getting defaulted to value in IEX: Default Universal Search Type?

Applies to:
Oracle Advanced Collections - Version: 12.0.0 to 12.1.3 - Release: 12.0 to 12.1 Information in this document applies to any platform.

Purpose
This document discusses some of the commonly asked questions about Advanced Collection process in Oracle Collections. All features mentioned are current as of the latest release 12.1.3

Questions and Answers STRATEGY

1. An incorrect strategy has been assigned via strategy management program to the customer, Why?
a. Please check the score of the customer/account/bill to/delinquency as applicable and check the minimum applicable score of the strategy template. b. Make sure you have not selected the strategy from Change strategy button c. If the object (customer/account/bill to/delinquency) doesn't fall in segment corresponding to any strategy template and then default strategy will be assigned.

2. Strategy is missing in strategy tab?

a. Make Sure Score exists for the customer/account/bill to/delinquency as applicable b. Make Sure Default Strategy template exists c. Sometime Strategy has only one work item which is optional and skips after optional wait time and strategy closes by the time user notices d. Make Sure Default Collector Exists e. Make Sure IEX: Process Strategies by Operating Unit is No if it is yes f. Make sure there are delinquent invoices for the customer/account/bill to as applicable g. Make sure it is not within the grace period. h. Make sure CP has not been run in Draft mode i. If IEX: Process Strategies by Operating Unit is Yes then make sure the user has access to particular OU which customer/account/bill to has j. If IEX: Skip Default Strategy Assignment is Yes and there is no matching strategy found with customer, it will not assign default strategy also k. If there is a single automatic work item without any pre-wait/post-wait then also it completes immediately and strategy will be closed immediately.

3. Collector of my customer is not assigned to the customers strategy work item?

a. Please check whether your collector is assigned to customer/account/bill to/delinquency as applicable b. If your work item requires skill make sure your collector has the skill if not it will go to default collector

4. Work item doesnt appear in UWQ.

a. Only Manual open work items assigned to the logged in collector come in UWQ b. Make sure your collector has access to corresponding Operating Unit. c. If your collector doesnt have access to a work item and if he wants to see the work item then make sure profile IEX: Work access level is set to Full

5. My strategy is created at a different business level than expected?

a. This will happen only when multiple level strategy is enabled b. Make sure your operating unit doesnt have a different business level then site business level c. Make sure your customer doesnt have a different business level preference than operating unit or site business level

6. Change Strategy button in strategy tab is disabled.

a. Only an active collector having active collections manager role can modify change strategy from strategy tab i.e. role should not only exists but also should not be end dated.

7. Under what circumstances will my strategy will go on hold?

a. If all the delinquencies for the corresponding customer/account/bill to/delinquency based on the business level are promised and promise is not broken in total b. If all the delinquencies for the corresponding customer/account/bill to/delinquency based on the business level are paid

8. Under what circumstances my strategy will go on hold change to open?

a. If any of the open promises are broken b. If any of the open promises are cancelled c. If any of the payments is reversed d. If any new delinquency comes into picture

9. My strategy doesnt automatically change if any activity happens for the customer.
a. If and only if Automatic change is disabled in the strategy template setup then strategy will not automatically change. b. Even though in the template setup we have enabled automatic change, it may also happen that when we run strategy management concurrent program we pass no for strategy tolerance override parameter

10. Strategy automatic work items delivery status is not successful. It is in XMLDATA/XMLDOC status.
a. If "IEX: Deliver Dunning Letters" is set to batch then strategy automatic work items will be send only if you run IEX: Bulk XML Delivery program b. To send immediately you need to set "IEX: Deliver Dunning Letters" to Immediate

11. Strategy tab is missing in collections form

a. This happens only if Collections method is selected as dunning or the Strategy Tab has been disabled from the menu setup.

12. Why latest work item is still in status "To be created" even after completion of previous work item?
a. There may be post wait time for previous work item. Once the post wait time is completed then the next work item will go into pre-wait or open based on setups.

13. Why work items corresponding to a strategy has different resource assigned?
a. This happens when there is a group collector assigned to the business level. b. When group collector assigned to this customer at the corresponding business level, work items will be assigned to different resource of that group based on load balancing.

14. Strategy for Bankruptcy is not created?

a. Make sure your bankruptcy workflow is approved by collections manager. Strategy is created only when it is bankruptcy is approved b. Make sure profile IEX: Strategy Creation on Bankruptcy is set to Yes

15. Work item with skill is not assigned to the collector of the customer.
a. If the skill doesnt exist or is not valid on the date of the work item to the collector of the customer then default collector will be assigned to the work item.

16. Why fulfillment work item is not completed even after running IEX: Bulk XML delivery manager concurrent program?
a. If profile IEX: Work item delivery waiting time is set to more than 0 then work item waits until the delivery completes. b. If the delivery doesnt complete within no of days specified in the profile option work item goes to in error. c. We need to run IEX: Bulk XML Delivery Manager Concurrent program for Get status only parameter as Yes to get the delivery status before running Workflow Background Process for Strategy Workflow. d. If IEX: Bulk XML Delivery Manager Concurrent program for Get status only parameter as Yes is not run then work item will end in error after the time mentioned is passed.

DUNNING

1. My invoice(s) doesnt appear in stage dunning letter.

a. Check if your invoice is current invoice and your setup doesnt contain include current invoices b. If your transaction is promised and it is still open i.e. not broken then it will not appear. c. Check if your invoice is disputed invoice and your setup doesnt contain include disputed invoices d. Make sure your customer doesnt have grace days setup made in the dunning plan. In this case invoices will not come until grace days have not been passed.

2. My invoice(s) doesnt appear in days overdue dunning letter.

a. Check if your invoice is current invoice. Current invoices dont appear in days overdue dunning letter. b. Check if IEX: Hold Dunning if Full Amount Promised is Yes then promised invoices may not appear.

3. Dunning letter is not generated for the customer.

a. Check if your score exists based on the current business level and for the scoring engine attached in the dunning plan. b. Check if your profile doesnt have send dunning in profile class unchecked c. Make sure the dunning amount and dunning invoice amount surpasses minimum dunning amount and minimum dunning invoice amount in the profile class.

4. Dunning Callback is not created for dunning record.

a. Dunning record should be in Open status b. Make sure you are trying to create call back on call back date. Call back date is determined from days specified in the dunning plan setup. c. Make sure callback is enabled in the dunning plan setup

5. When will dunning record be in Close status?

a. A new dunning record may be created for the same dunning method i.e. Days overdue or stage dunning b. A payment must have been made for the transactions appearing in dunning letter and running delinquency management will close the dunning record. c. You may have run in draft status.

6. Please explain how the dunning correspondence gets picked up from Days

Overdue dunning plan.

a. First criteria is score of a customer/account/bill to/delinquency based on business level and scoring engine assigned in dunning plan. b. Secondly score should match with the aging line where your oldest delinquent transaction lies. The correspondence of that will be matched accordingly.

7. Please explain how the dunning correspondence gets picked up from Stage dunning plan.
a. First criteria is score of a customer/account/bill to/delinquency based on business level and scoring engine assigned in dunning plan. b. Secondly score should match with the stage level where your delinquent transaction lies. c. The correspondence of stage level will be grouped for various stage levels of that line into a single letter

8. Is there a way to deliver dunning letter in a different format for an email method?
a. Set your profile IEX: Email Delivery Format to a format (PDF Attachment, XLS Attachment, RTF Attachment and Inline) for the user to which collector of the customer/account/bill to has access

9. How will my collector get copy of dunning letter sent to his customer?
a. Set IEX: Copy Dunning to Collector to Yes and dunning letter copy will be sent to the collectors email.

10. Only a single letter is sent for different stages belonging to different lines for a stage dunning plan.
a. This will happen only if you pass parameter Single Stage letter as Yes while running dunning plan concurrent program

11. Modification of stage dunning level from transactions tab is disabled.

a. Only an active collector having active collections manager role can modify the stage dunning level i.e. role should not only exists but also should not be end dated.

CONTRACTS & LATER STAGE DELINQUENCIES

1. I am not able to view a bankrupt customer in UWQ. Why?

a. Make sure profile IEX: Hide Bankruptcy in UWQ is set to No

2. Unable to create litigation and repossession for a transaction from life cycle tab (or) Maintain status in lifecycle tab is disabled.
a. Check profile IEX: Maintain Status in lifecycle tab must be set to No

3. Repossession for a contract is disabled?

a. In case no asset exists for a contract then repossession will be disabled

4. What setups are required for write off of a contract?

a. There should be receivable activity created. b. Approver should have limits for the write off. c. Accounting template for Adjustment (named as receivable activity) should be setup in lease.

5. Write-off of contracts cannot be approved?

a. Sometimes some transactions may have multiple contract reference which is currently not supported for approval.

6. Cases are created for the customer but how the contracts are filtered between cases?
a. For each bill to for a customer case is created. b. Hence contracts are filtered based on the bill to location between cases

COLLECTION SETUPS

1. Loans / Contracts tabs cannot be seen in collections form.

a. This will happen if loans and leasing are disabled in Setup checklist, or the tab is disabled in

the menu.

2. How is correspondence for various collection activities like adjustments, disputes, promises etc sent?
a. It all depends upon value of profile IEX: Send Correspondence Automatically which has 3 values: i. Automatic Sends correspondence automatically ii. Manual Prompts window for sending correspondence after activity has been executed iii. Disabled Will not sent correspondence

3. Can I disable particular collection activity?

a. Various activities of collections can be disabled. Following profile options control various activities i. IEX: Enable Electronic Funds Payment ii. IEX: Enable Credit Card Payment iii. IEX: Enable Receipt Reversal iv. IEX: Allow Disputes v. IEX: Allow Adjustments vi. IEX: Enable Promise To Pay vii. Later stage delinquencies can be disabled from Setup checklist

4. My unpaid reason code doesnt appear while assigning unpaid reason to a transaction, Why?
a. Unpaid reason code must be future dated or end dated in the past

5. Newly created Aging bucket is missing in Aging tab.

a. Checking of Active checkbox must have been missed while creating aging buckets

6. What setups are required for setting up collector at customer level?

a. For Setting up collector at customer level we need to create territories. b. For creating territories following setups are required. i. Territory roles to the user ii. Territory attributes need to be enabled for creating territory templates iii. Territory templates required for creating territories iv. Territory should have the employee or group attached v. Need to run Synchronize Territory assignment rules program in CRM and IEX: Territory Assignment in collections.

OTHER COLLECTION ACTIVITIES

1. Can see multiple values for each metric in profile tab?

a. This happens only if operating unit is selected to all. b. Metric is displayed for each OU

2. I am not able to cancel dispute as cancel dispute is disabled.

a. Cancel dispute button will be disabled in 3 situations i. Dispute is already approved and credit memo is created ii. Dispute is already cancelled iii. Dispute workflow is rejected by customer

3. Details for dispute in history tab is disabled.

a. Details will be enabled only if dispute is made on a specific invoice line

4. Unable to View /Print Invoices for BPA templates from Collections.

a. Do not print for the transaction type for the transaction must be set to Yes. Change to No for printing.

5. Unable to Promise delinquent invoices.

a. Make sure Promise days in Setup checklist (or Profile IEX: Maximum Promise to Pay Range) is within the range of delinquent invoice i.e. no of days of delinquency should not be more than promise allowed days.

6. Unable to make payment or promise for multiple transactions.

a. You can make payment or promise for multiple transactions only if it is of the same account. b. In case you need to make payment or promise for multiple transactions of different accounts then your account needs to be related to other account

7. Only few records are shown in transactions tab. Not all delinquent transactions are shown?

a. It may happen that some filter is applied in transactions tab. Remove the filter and then you can view all delinquent transactions.

8. Why Amount columns (Amount overdue, net balance & Last payment amount) in Collections header are null?
a. If Operating Unit is all and operating units has different functional currencies then these columns will be null.

9. Why Aging tab is disabled?

a. If Operating Unit is all then aging tab will be disabled.

SCORING

1. Score did not appear for customer.

a. Make sure you havent run any IEX: Purge Score History concurrent program b. Make sure all the score component of the scoring engine has valid query. c. Make sure the customer/account/bill to/delinquency which is to be scored is actually covered under the segment view.

2. My scoring engine do not appear for running in Concurrent Program.

a. Make sure scoring engine is enabled b. Make sure scoring engine start date is not in future c. Make sure scoring engine is not end dated

3. Scoring engine output includes limited records.

a. This happens only if Max no of records parameter is passed while running scoring engine concurrent program b. It may also happen if object id parameter is passed which will filter the records based on party/account/site id.

4. Why value of Score in collections header is not changing, when changing view by object?

a. Score field in header always show score of the party.

LOANS

1. When and How does Loan status change?

a. If there is one overdue invoice for a loan then loan status becomes delinquent. b. If there is more than one overdue invoice for a loan then loan status changes from delinquent to in default

COLLECTIONS SEARCH

1. When opening search form, from Collections form, why search type is not getting defaulted to value in IEX: Default Universal Search Type?
a. When opened from collections form, Search form's search type default value is determined by the focus before clicking on torch button. If focus in Organization field default type will be Organization. If focus is in First Name/Last Name field, it defaults to Person search.