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  • Vodacom Call Center Management on the NetBeans Platform

    - by Geertjan
    If you live in South Africa, you know about Vodacom. Vodacom is one of the dominant mobile communication companies in South Africa, and beyond, providing voice, messaging, data, and similar mobile services. Inside Vodacom there's an application named Helios, which is a call centre application that had its inception in 2009 and consists of two parts. Firstly, a web-based front-end that allows a call centre agent to service subscribers using a Google-like search on a knowledge base structured as a collection of FAQs. The web-based front-end uses plain-old HTML + CSS + a good helping of JQuery and JQueryUI. This is delivered via JSR-168 portlets running on a cluster of IBM Portal 6 servers. In turn, the portlets communicate via RMI with several back-end EJB's containing the business logic. These EJB's are deployed on a cluster of Weblogic Application Servers, version 10.3.6. The second part is a NetBeans Platform application used for maintaining and constructing the knowledge base, i.e., the back-end of the web-based front-end. Helios is also used for a number of other maintenance functions, such as access permissions, user maintenance, and news bulletins. Below, in the web-based front-end, call centre agents can enter search terms and are presented with a number of FAQs from the knowledge base. Upon selecting a FAQ article, the agent is presented with the article text, the process to guide the subscriber, system checks that display information specific to the subscriber, and links to related applications and articles: Below, you can see that applications are searchable and can be accessed using the same web-based front-end as shown above. And, as can be seen below, knowledge base FAQs are maintained using the Helios Maintenance Application, which is the Vodacom application built on the NetBeans Platform: Several thousand call centre agent user accounts are administered using the Helios Maintenance Application. Below the main FAQ page is shown, together with the About dialog: Vodacom is happy with the back-end NetBeans Platform application. However, the front-end stack runs on quite old technology. Ideally Vodacom would like to migrate the portlets to Oracle Weblogic Portal or Oracle WebCenter, but this hasn't been accomplished yet. Migrating makes sense as the rest of the application server environment consists entirely of Oracle products.

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  • Welcome!

    - by ConfusedComputers
    Here are some useful links if you have any computer problems, they concentrate on computer repairs in kidderminster and they have a wealth of knowledge that they use to assist people with computer issues. So if your confused about computers then here is some useful resources that could help you get over your computer problems. They have a designated confused computer knowledge base that has hundred of pages of information about all kinds of computer problems so hit them up and see what they can do for you!

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  • How to Run Apache Commands From Oracle HTTP Server 11g Home

    - by Daniel Mortimer
    Every now and then you come across a problem when there is nothing in the "troubleshooting manual" which can help you. Instead you need to think outside the box. This happened to me two or three years back. Oracle HTTP Server (OHS) 11g did not start. The error reported back by OPMN was generic and gave no clue, and worse the HTTP Server error log was empty, and remained so even after I had increased the OPMN and HTTP Server log levels. After checking configuration files, operating system resources, etc I was still no nearer the solution. And then the light bulb moment! OHS is based on Apache - what happens if I attempt to start HTTP Server using the native apache command. Trouble was the OHS 11g solution has its binaries and configuration files in separate "home" directories ORACLE_HOME contains the binaries ORACLE_INSTANCE contains the configuration files How to set the environment so that native apache commands run without error? Eventually, with help from a colleague, the knowledge articleHow to Start Oracle HTTP Server 11g Without Using opmnctl [ID 946532.1]was born! To be honest, I cannot remember the exact cause and solution to that OHS problem two or three years ago. But, I do remember that an attempt to start HTTP Server using the native apache command threw back an error to the console which led me to discover the culprit was some unusual filesystem fault.The other day, I was asked to review and publish a new knowledge article which described how to use the apache command to dump a list of static and shared loaded modules. This got me thinking that it was time [ID 946532.1] was given an update. The resultHow To Run Native Apache Commands in an Oracle HTTP Server 11g Environment [ID 946532.1] Highlights: Title change Improved environment setting scripts Interactive, should be no need to manually edit the scripts (although readers are welcome to do so) Automatically dump out some diagnostic information Inclusion of some links to other troubleshooting collateral To view the knowledge article you need a My Oracle Support login. For convenience, you can obtain the scripts via the links below.MS Windows:Wrapper cmd script - calls main cmd script [After download, remove the ".txt" file extension]Main cmd script - sets OHS 11g environment to run Apache commands [After download, remove the ".txt" file extension]Unix:Shell script - sets OHS 11g environment to run Apache commands on Unix Please note: I cannot guarantee that the scripts held in the blog repository will be maintained. Any enhancements or faults will applied to the scripts attached to the knowledge article. Lastly, to find out more about native apache commands, refer to the Apache Documentation apachectl - Apache HTTP Server Control Interface[http://httpd.apache.org/docs/2.2/programs/apachectl.html]httpd - Apache Hypertext Transfer Protocol Server[http://httpd.apache.org/docs/2.2/programs/httpd.html]

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  • Vodacom Call Center Management on the NetBeans Platform

    - by Geertjan
    If you live in South Africa, you know about Vodacom. Vodacom is one of the dominant mobile communication companies in South Africa, and beyond, providing voice, messaging, data, and similar mobile services. Inside Vodacom there's an application named Helios, which is a call centre application that had its inception in 2009 and consists of two parts. Firstly, a web-based front-end that allows a call centre agent to service subscribers using a Google-like search on a knowledge base structured as a collection of FAQs. The web-based front-end uses plain-old HTML + CSS + a good helping of JQuery and JQueryUI. This is delivered via JSR-168 portlets running on a cluster of IBM Portal 6 servers. In turn, the portlets communicate via RMI with several back-end EJB's containing the business logic. These EJB's are deployed on a cluster of Weblogic Application Servers, version 10.3.6. The second part is a NetBeans Platform application used for maintaining and constructing the knowledge base, i.e., the back-end of the web-based front-end. Helios is also used for a number of other maintenance functions, such as access permissions, user maintenance, and news bulletins. Below, in the web-based front-end, call centre agents can enter search terms and are presented with a number of FAQs from the knowledge base. Upon selecting a FAQ article, the agent is presented with the article text, the process to guide the subscriber, system checks that display information specific to the subscriber, and links to related applications and articles: Below, you can see that applications are searchable and can be accessed using the same web-based front-end as shown above. And, as can be seen below, knowledge base FAQs are maintained using the Helios Maintenance Application, which is the Vodacom application built on the NetBeans Platform: Several thousand call centre agent user accounts are administered using the Helios Maintenance Application. Below the main FAQ page is shown, together with the About dialog: Vodacom is happy with the back-end NetBeans Platform application. However, the front-end stack runs on quite old technology. Ideally Vodacom would like to migrate the portlets to Oracle Weblogic Portal or Oracle WebCenter, but this hasn't been accomplished yet. Migrating makes sense as the rest of the application server environment consists entirely of Oracle products.

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  • Cumulative Updates available for SQL Server 2008 SP2 & SP3

    - by AaronBertrand
    Today Microsoft has released two new cumulative updates for SQL Server 2008. Cumulative Update #10 for SQL Server 2008 Service Pack 2 Knowledge Base Article: KB #2696625 At the time of writing, there is one fix listed The build number is 10.00.4332 Cumulative Update #5 for SQL Server 2008 Service Pack 3 Knowledge Base Article: KB #2696626 At the time of writing, there are four fixes listed The build number is 10.00.5785 As usual, I'll post my standard disclaimer here: these updates are NOT for SQL...(read more)

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  • Converting #MDX to #DAX and PowerPivot Workshop online #ppws

    - by Marco Russo (SQLBI)
    I just published the article Converting MDX to DAX – First Steps on the renewed SQLBI web site about converting MDX to DAX. The reason is that with BISM Tabular in Analysis Services 2012 you will be able to write queries in both DAX and MDX. If you already know MDX, you might wonder how to “translate” your MDX knowledge in DAX. I think that this is another way you can improve your knowledge about DAX: it has different concepts behind and this comparison should be helpful in this purpose. This is...(read more)

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  • Cumulative Updates available for SQL Server 2008 SP2 & SP3

    - by AaronBertrand
    Today Microsoft has released two new cumulative updates for SQL Server 2008. Cumulative Update #10 for SQL Server 2008 Service Pack 2 Knowledge Base Article: KB #2696625 At the time of writing, there is one fix listed The build number is 10.00.4332 Cumulative Update #5 for SQL Server 2008 Service Pack 3 Knowledge Base Article: KB #2696626 At the time of writing, there are four fixes listed The build number is 10.00.5785 As usual, I'll post my standard disclaimer here: these updates are NOT for SQL...(read more)

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  • Resources for Learning CSS [closed]

    - by historicus
    I am a server-side programmer that is proficient in Java. I have fairly good knowledge of client-side scripting - primarily Javascript - but my ability in CSS is lacking. While I have the know-how to modify basic styles, I'd like to understand a bit more about CSS layouts and styling. Can anyone with expert knowledge of CSS provide a good source for diving into the topic? Also, are there any short, online courses that might help in gaining the information I seek?

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  • Which is preferable? To know jQuery well, or to know JavaScript well? [closed]

    - by Marwan
    I'm quite familiar with using jQuery, but I've come to feel like a bit of a dummy using it, as my knowledge of JavaScript itself is rather poor. So I'm considering abandoning jQuery and spending time working in straight JS... perhaps even creating my own framework as a learning experience. Does this make sense though? Is there any real point to obtaining more than a passing knowledge of JavaScript when jQuery allows me to accomplish so much, so quickly?

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  • How employable am I as a programmer?

    - by dsimcha
    I'm currently a Ph.D. student in Biomedical Engineering with a concentration in computational biology and am starting to think about what I want to do after graduate school. I feel like I've accumulated a lot of programming skills while in grad school, but taken a very non-traditional path to learning all this stuff. I'm wondering whether I would have an easy time getting hired as a programmer and could fall back on that if I can't find a good job directly in my field, and if so whether I would qualify for a more prestigious position than "code monkey". Things I Have Going For Me Approximately 4 years of experience programming as part of my research. I believe I have a solid enough grasp of the fundamentals that I could pick up new languages and technologies pretty fast, and could demonstrate this in an interview. Good math and statistics skills. An extensive portfolio of open source work (and the knowledge that working on these projects implies): I wrote a statistics library in D, mostly from scratch. I wrote a parallelism library (parallel map, reduce, foreach, task parallelism, pipelining, etc.) that is currently in review for adoption by the D standard library. I wrote a 2D plotting library for D against the GTK Cairo backend. I currently use it for most of the figures I make for my research. I've contributed several major performance optimizations to the D garbage collector. (Most of these were low-hanging fruit, but it still shows my knowledge of low-level issues like memory management, pointers and bit twiddling.) I've contributed lots of miscellaneous bug fixes to the D standard library and could show the change logs to prove it. (This demonstrates my ability read other people's code.) Things I Have Going Against Me Most of my programming experience is in D and Python. I have very little to virtually no experience in the more established, "enterprise-y" languages like Java, C# and C++, though I have learned a decent amount about these languages from small, one-off projects and discussions about language design in the D community. In general I have absolutely no knowledge of "enterprise-y" technlogies. I've never used a framework before, possibly because most reusable code for scientific work and for D tends to call itself a "library" instead. I have virtually no formal computer science/software engineering training. Almost all of my knowledge comes from talking to programming geek friends, reading blogs, forums, StackOverflow, etc. I have zero professional experience with the official title of "developer", "software engineer", or something similar.

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  • Search Engine Optimization - Why?

    What I intend to cover is basically: Why does one need to utilize SEO for their site. Starting off, I want to attempt to group the potential readers of this article into a number of categories: 1) Those that have no knowledge of these types of marketing and/or basic web knowledge. 2) Those that have a good website, just never required SEO services.

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  • How to Make a Website?

    Before you plan to make a website, it is helpful that you should have necessary knowledge regarding creation and maintenance of a website. Online you will come across many websites which will give you vital information on website creation, but there are only few which offer good stuff for the beginners. Having knowledge beforehand will make this task less complex for you.

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  • Search Engine Optimization - The Five Factors Search Engines Use to Rank Websites

    At the end of the day, SEO requires a lot of extremely specialized knowledge, time, and attention - on an ongoing basis. But because a SEO effort can give a website's rankings a dramatic boost in the search results - and there is a significant connection between search engine ranking and search referral traffic - it is well worth doing whatever it takes to develop the knowledge and to be able to invest the time and attention.

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  • Search Engine Optimization - The Five Factors Search Engines Use to Rank Websites

    At the end of the day, SEO requires a lot of extremely specialized knowledge, time, and attention - on an ongoing basis. But because a SEO effort can give a website's rankings a dramatic boost in the search results - and there is a significant connection between search engine ranking and search referral traffic - it is well worth doing whatever it takes to develop the knowledge and to be able to invest the time and attention.

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  • Overview: Unique offerings for OPN members

    - by michaela.seika(at)oracle.com
    You need knowledge and skills to pass the exams to get specialised. We have mapped the Bootcamps and Courses that will enable you to do this. Oracle University knows that you need knowledge and skills quickly and recognises that you learn fast. Accelerate your learning curve by taking one of our OPN Only Bootcamps . They have highly attractive prices and your OPN discount is applied on top of this. View the schedule for each country at the following webpage:http://education.oracle.com/pls/web_prod-plq-dad/db_pages.getpage?page_id=400&p_name=OPNOFFERS

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  • Free Practical SEO

    Effective SEO is achieved by having a complete knowledge of the integral workings of the internet and expert knowledge of how to process this information and put it in place. There are a number of key factors that contribute to the success of your website, most notably Quality & Relevance and Popularity.

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  • Taking too long to get skills for entry level programmer position [closed]

    - by greenonion
    I don't have the skills for an entry level position as a .Net programmer. I am trying to learn what I need but there is too much to learn and too little time. What can I do? About two months ago, I went to a job interview for an entry level C# .Net programming/consultant position in NYC. When I heard back from them, they told me that the knowledge gap between what I knew and what they needed me to know was too big and I might have been a better fit if I had 6 months of experience. This was the first interview that I went on since graduating college. before the interview, I read a book on visual C#. Turns out it wasn't a very good book and I was missing a lot of key areas of knowledge such as ADO.net SQL (I had learned some LINQ) A little bit about how memory is handled Multiple threaded programming, etc. Because the book wasn't very good, the stuff I did know, I didn't know very well. I felt crushed. I've applied for jobs to gain experience but when recruiters hear that I have no experience they lose interest. I figured that I can at least work on my knowledge. Since then, I read "SQL Essentials" to cover the SQL bit and I found a pretty awesome book that is good enough to clear up what's hazy in my mind and covers almost all of the extra topics. The book is "C# 4.0: The Complete Reference" by Herbert Schildt. I'm even learning a lot about the topics I was familiar with. For a month now I've been working my way through this beast of a book. However, gaining the knowledge I need is taking too long. I can't hold off not having a full-time job much longer. I'm not stupid and I'm studying constantly pouring through the book, asking questions on stackoverflow, referencing the C# specification, etc. I have made great progress but there is just too much ground to cover. I'm on chapter 12 which is about a 3rd through the book. To get an idea of what I know vs don't know, the table of contents is on amazon: http://www.amazon.com/C-4-0-The-Complete-Reference/dp/007174116X How on earth can someone know enough to function as a programmer in the real world? Can I try for a job in academia? Will I have time to finish learning the rest of the C# language or am I just un-hireable?

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  • codingbat wordEnds using regex

    - by polygenelubricants
    I'm trying to solve wordEnds from codingbat.com using regex. This is the simplest as I can make it with my current knowledge of regex: public String wordEnds(String str, String word) { return str.replaceAll( String.format( ".*?(?=%s)(?<=(.|^))%1$s(?=(.|$))|.+", java.util.regex.Pattern.quote(word) ), "$1$2" ); } String.format is used to inject word into the pattern for both readability and convenience (it's injected twice). Pattern.quote isn't necessary to pass their tests, but I think it's required for a proper regex-based solution. The regex has two major parts: If after matching as few characters as possible ".*?", word can still be found "(?=%s)", then lookbehind to capture any character immediately preceding it "(?<=(.|^))", match word "%1$s" and lookforward to capture any character following it "(?=(.|$))". The initial "if" test ensures that the atomic lookbehind captures only if there's a word Using lookahead to capture the following character doesn't consume it, so it can be used as part of further matching Otherwise match what's left "|.+" Groups 1 and 2 would capture empty strings I think this works in all cases, but it's obviously quite complex. I'm just wondering if others can suggest a simpler regex to do this. Note: I'm not looking for a solution using indexOf and a loop. I want a regex-based replaceAll solution. I also need a working solution that I can just copy-paste into codingbat and passes.

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  • Extracting DCT coefficients from encoded images and video

    - by misha
    Is there a way to easily extract the DCT coefficients (and quantization parameters) from encoded images and video? Any decoder software must be using them to decode block-DCT encoded images and video. So I'm pretty sure the decoder knows what they are. Is there a way to expose them to whomever is using the decoder? I'm implementing some video quality assessment algorithms that work directly in the DCT domain. Currently, the majority of my code uses OpenCV, so it would be great if anyone knows of a solution using that framework. I don't mind using other libraries (perhaps libjpeg, but that seems to be for still images only), but my primary concern is to do as little format-specific work as possible (I don't want to reinvent the wheel and write my own decoders). I want to be able to open any video/image (H.264, MPEG, JPEG, etc) that OpenCV can open, and if it's block DCT-encoded, to get the DCT coefficients. In the worst case, I know that I can write up my own block DCT code, run the decompressed frames/images through it and then I'd be back in the DCT domain. That's hardly an elegant solution, and I hope I can do better. Presently, I use the fairly common OpenCV boilerplate to open images: IplImage *image = cvLoadImage(filename); // Run quality assessment metric The code I'm using for video is equally trivial: CvCapture *capture = cvCaptureFromAVI(filename); while (cvGrabFrame(capture)) { IplImage *frame = cvRetrieveFrame(capture); // Run quality assessment metric on frame } cvReleaseCapture(&capture); In both cases, I get a 3-channel IplImage in BGR format. Is there any way I can get the DCT coefficients as well?

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  • Use BGInfo to Build a Database of System Information of Your Network Computers

    - by Sysadmin Geek
    One of the more popular tools of the Sysinternals suite among system administrators is BGInfo which tacks real-time system information to your desktop wallpaper when you first login. For obvious reasons, having information such as system memory, available hard drive space and system up time (among others) right in front of you is very convenient when you are managing several systems. A little known feature about this handy utility is the ability to have system information automatically saved to a SQL database or some other data file. With a few minutes of setup work you can easily configure BGInfo to record system information of all your network computers in a centralized storage location. You can then use this data to monitor or report on these systems however you see fit. BGInfo Setup If you are familiar with BGInfo, you can skip this section. However, if you have never used this tool, it takes just a few minutes to setup in order to capture the data you are looking for. When you first open BGInfo, a timer will be counting down in the upper right corner. Click the countdown button to keep the interface up so we can edit the settings. Now edit the information you want to capture from the available fields on the right. Since all the output will be redirected to a central location, don’t worry about configuring the layout or formatting. Configuring the Storage Database BGInfo supports the ability to store information in several database formats: SQL Server Database, Access Database, Excel and Text File. To configure this option, open File > Database. Using a Text File The simplest, and perhaps most practical, option is to store the BGInfo data in a comma separated text file. This format allows for the file to be opened in Excel or imported into a database. To use a text file or any other file system type (Excel or MS Access), simply provide the UNC to the respective file. The account running the task to write to this file will need read/write access to both the share and NTFS file permissions. When using a text file, the only option is to have BGInfo create a new entry each time the capture process is run which will add a new line to the respective CSV text file. Using a SQL Database If you prefer to have the data dropped straight into a SQL Server database, BGInfo support this as well. This requires a bit of additional configuration, but overall it is very easy. The first step is to create a database where the information will be stored. Additionally, you will want to create a user account to fill data into this table (and this table only). For your convenience, this script creates a new database and user account (run this as Administrator on your SQL Server machine): @SET Server=%ComputerName%.@SET Database=BGInfo@SET UserName=BGInfo@SET Password=passwordSQLCMD -S “%Server%” -E -Q “Create Database [%Database%]“SQLCMD -S “%Server%” -E -Q “Create Login [%UserName%] With Password=N’%Password%’, DEFAULT_DATABASE=[%Database%], CHECK_EXPIRATION=OFF, CHECK_POLICY=OFF”SQLCMD -S “%Server%” -E -d “%Database%” -Q “Create User [%UserName%] For Login [%UserName%]“SQLCMD -S “%Server%” -E -d “%Database%” -Q “EXEC sp_addrolemember N’db_owner’, N’%UserName%’” Note the SQL user account must have ‘db_owner’ permissions on the database in order for BGInfo to work correctly. This is why you should have a SQL user account specifically for this database. Next, configure BGInfo to connect to this database by clicking on the SQL button. Fill out the connection properties according to your database settings. Select the option of whether or not to only have one entry per computer or keep a history of each system. The data will then be dropped directly into a table named “BGInfoTable” in the respective database.   Configure User Desktop Options While the primary function of BGInfo is to alter the user’s desktop by adding system info as part of the wallpaper, for our use here we want to leave the user’s wallpaper alone so this process runs without altering any of the user’s settings. Click the Desktops button. Configure the Wallpaper modifications to not alter anything.   Preparing the Deployment Now we are all set for deploying the configuration to the individual machines so we can start capturing the system data. If you have not done so already, click the Apply button to create the first entry in your data repository. If all is configured correctly, you should be able to open your data file or database and see the entry for the respective machine. Now click the File > Save As menu option and save the configuration as “BGInfoCapture.bgi”.   Deploying to Client Machines Deployment to the respective client machines is pretty straightforward. No installation is required as you just need to copy the BGInfo.exe and the BGInfoCapture.bgi to each machine and place them in the same directory. Once in place, just run the command: BGInfo.exe BGInfoCapture.bgi /Timer:0 /Silent /NoLicPrompt Of course, you probably want to schedule the capture process to run on a schedule. This command creates a Scheduled Task to run the capture process at 8 AM every morning and assumes you copied the required files to the root of your C drive: SCHTASKS /Create /SC DAILY /ST 08:00 /TN “System Info” /TR “C:\BGInfo.exe C:\BGInfoCapture.bgi /Timer:0 /Silent /NoLicPrompt” Adjust as needed, but the end result is the scheduled task command should look something like this:   Download BGInfo from Sysinternals Latest Features How-To Geek ETC How To Create Your Own Custom ASCII Art from Any Image How To Process Camera Raw Without Paying for Adobe Photoshop How Do You Block Annoying Text Message (SMS) Spam? How to Use and Master the Notoriously Difficult Pen Tool in Photoshop HTG Explains: What Are the Differences Between All Those Audio Formats? 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  • Form, function and complexity in rule processing

    - by Charles Young
    Tim Bass posted on ‘Orwellian Event Processing’. I was involved in a heated exchange in the comments, and he has more recently published a post entitled ‘Disadvantages of Rule-Based Systems (Part 1)’. Whatever the rights and wrongs of our exchange, it clearly failed to generate any agreement or understanding of our different positions. I don't particularly want to promote further argument of that kind, but I do want to take the opportunity of offering a different perspective on rule-processing and an explanation of my comments. For me, the ‘red rag’ lay in Tim’s claim that “...rules alone are highly inefficient for most classes of (not simple) problems” and a later paragraph that appears to equate the simplicity of form (‘IF-THEN-ELSE’) with simplicity of function.   It is not the first time Tim has expressed these views and not the first time I have responded to his assertions.   Indeed, Tim has a long history of commenting on the subject of complex event processing (CEP) and, less often, rule processing in ‘robust’ terms, often asserting that very many other people’s opinions on this subject are mistaken.   In turn, I am of the opinion that, certainly in terms of rule processing, which is an area in which I have a specific interest and knowledge, he is often mistaken. There is no simple answer to the fundamental question ‘what is a rule?’ We use the word in a very fluid fashion in English. Likewise, the term ‘rule processing’, as used widely in IT, is equally difficult to define simplistically. The best way to envisage the term is as a ‘centre of gravity’ within a wider domain. That domain contains many other ‘centres of gravity’, including CEP, statistical analytics, neural networks, natural language processing and so much more. Whole communities tend to gravitate towards and build themselves around some of these centres. The term 'rule processing' is associated with many different technology types, various software products, different architectural patterns, the functional capability of many applications and services, etc. There is considerable variation amongst these different technologies, techniques and products. Very broadly, a common theme is their ability to manage certain types of processing and problem solving through declarative, or semi-declarative, statements of propositional logic bound to action-based consequences. It is generally important to be able to decouple these statements from other parts of an overall system or architecture so that they can be managed and deployed independently.  As a centre of gravity, ‘rule processing’ is no island. It exists in the context of a domain of discourse that is, itself, highly interconnected and continuous.   Rule processing does not, for example, exist in splendid isolation to natural language processing.   On the contrary, an on-going theme of rule processing is to find better ways to express rules in natural language and map these to executable forms.   Rule processing does not exist in splendid isolation to CEP.   On the contrary, an event processing agent can reasonably be considered as a rule engine (a theme in ‘Power of Events’ by David Luckham).   Rule processing does not live in splendid isolation to statistical approaches such as Bayesian analytics. On the contrary, rule processing and statistical analytics are highly synergistic.   Rule processing does not even live in splendid isolation to neural networks. For example, significant research has centred on finding ways to translate trained nets into explicit rule sets in order to support forms of validation and facilitate insight into the knowledge stored in those nets. What about simplicity of form?   Many rule processing technologies do indeed use a very simple form (‘If...Then’, ‘When...Do’, etc.)   However, it is a fundamental mistake to equate simplicity of form with simplicity of function.   It is absolutely mistaken to suggest that simplicity of form is a barrier to the efficient handling of complexity.   There are countless real-world examples which serve to disprove that notion.   Indeed, simplicity of form is often the key to handling complexity. Does rule processing offer a ‘one size fits all’. No, of course not.   No serious commentator suggests it does.   Does the design and management of large knowledge bases, expressed as rules, become difficult?   Yes, it can do, but that is true of any large knowledge base, regardless of the form in which knowledge is expressed.   The measure of complexity is not a function of rule set size or rule form.  It tends to be correlated more strongly with the size of the ‘problem space’ (‘search space’) which is something quite different.   Analysis of the problem space and the algorithms we use to search through that space are, of course, the very things we use to derive objective measures of the complexity of a given problem. This is basic computer science and common practice. Sailing a Dreadnaught through the sea of information technology and lobbing shells at some of the islands we encounter along the way does no one any good.   Building bridges and causeways between islands so that the inhabitants can collaborate in open discourse offers hope of real progress.

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  • ODI 12c's Mapping Designer - Combining Flow Based and Expression Based Mapping

    - by Madhu Nair
    post by David Allan ODI is renowned for its declarative designer and minimal expression based paradigm. The new ODI 12c release has extended this even further to provide an extended declarative mapping designer. The ODI 12c mapper is a fusion of ODI's new declarative designer with the familiar flow based designer while retaining ODI’s key differentiators of: Minimal expression based definition, The ability to incrementally design an interface and to extract/load data from any combination of sources, and most importantly Backed by ODI’s extensible knowledge module framework. The declarative nature of the product has been extended to include an extensible library of common components that can be used to easily build simple to complex data integration solutions. Big usability improvements through consistent interactions of components and concepts all constructed around the familiar knowledge module framework provide the utmost flexibility. Here is a little taster: So what is a mapping? A mapping comprises of a logical design and at least one physical design, it may have many. A mapping can have many targets, of any technology and can be arbitrarily complex. You can build reusable mappings and use them in other mappings or other reusable mappings. In the example below all of the information from an Oracle bonus table and a bonus file are joined with an Oracle employees table before being written to a target. Some things that are cool include the one-click expression cross referencing so you can easily see what's used where within the design. The logical design in a mapping describes what you want to accomplish  (see the animated GIF here illustrating how the above mapping was designed) . The physical design lets you configure how it is to be accomplished. So you could have one logical design that is realized as an initial load in one physical design and as an incremental load in another. In the physical design below we can customize how the mapping is accomplished by picking Knowledge Modules, in ODI 12c you can pick multiple nodes (on logical or physical) and see common properties. This is useful as we can quickly compare property values across objects - below we can see knowledge modules settings on the access points between execution units side by side, in the example one table is retrieved via database links and the other is an external table. In the logical design I had selected an append mode for the integration type, so by default the IKM on the target will choose the most suitable/default IKM - which in this case is an in-built Oracle Insert IKM (see image below). This supports insert and select hints for the Oracle database (the ANSI SQL Insert IKM does not support these), so by default you will get direct path inserts with Oracle on this statement. In ODI 12c, the mapper is just that, a mapper. Design your mapping, write to multiple targets, the targets can be in the same data server, in different data servers or in totally different technologies - it does not matter. ODI 12c will derive and generate a plan that you can use or customize with knowledge modules. Some of the use cases which are greatly simplified include multiple heterogeneous targets, multi target inserts for Oracle and writing of XML. Let's switch it up now and look at a slightly different example to illustrate expression reuse. In ODI you can define reusable expressions using user functions. These can be reused across mappings and the implementations specialized per technology. So you can have common expressions across Oracle, SQL Server, Hive etc. shielding the design from the physical aspects of the generated language. Another way to reuse is within a mapping itself. In ODI 12c expressions can be defined and reused within a mapping. Rather than replicating the expression text in larger expressions you can decompose into smaller snippets, below you can see UNIT_TAX AMOUNT has been defined and is used in two downstream target columns - its used in the TOTAL_TAX_AMOUNT plus its used in the UNIT_TAX_AMOUNT (a recording of the calculation).  You can see the columns that the expressions depend on (upstream) and the columns the expression is used in (downstream) highlighted within the mapper. Also multi selecting attributes is a convenient way to see what's being used where, below I have selected the TOTAL_TAX_AMOUNT in the target datastore and the UNIT_TAX_AMOUNT in UNIT_CALC. You can now see many expressions at once now and understand much more at the once time without needlessly clicking around and memorizing information. Our mantra during development was to keep it simple and make the tool more powerful and do even more for the user. The development team was a fusion of many teams from Oracle Warehouse Builder, Sunopsis and BEA Aqualogic, debating and perfecting the mapper in ODI 12c. This was quite a project from supporting the capabilities of ODI in 11g to building the flow based mapping tool to support the future. I hope this was a useful insight, there is so much more to come on this topic, this is just a preview of much more that you will see of the mapper in ODI 12c.

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  • 7 Reasons for Abandonment in eCommerce and the need for Contextual Support by JP Saunders

    - by Tuula Fai
    Shopper confidence, or more accurately the lack thereof, is the bane of the online retailer. There are a number of questions that influence whether a shopper completes a transaction, and all of those attributes revolve around knowledge. What products are available? What products are on offer? What would be the cost of the transaction? What are my options for delivery? In general, most online businesses do a good job of answering basic questions around the products as the shopper engages in the online journey, navigating the product catalog and working through the checkout process. The needs that are harder to address for the shopper are those that are less concerned with product specifics and more concerned with deciding whether the transaction met their needs and delivered value. A recent study by the Baymard Institute [1] finds that more than 60% of ecommerce site visitors will abandon their shopping cart. The study also identifies seven reasons for abandonment out of the commerce process [2]. Most of those reasons come down to poor usability within the commerce experience. Distractions. External distractions within the shopper’s external environment (TV, Children, Pets, etc.) or distractions on the eCommerce page can drive shopper abandonment. Ideally, the selection and check-out process should be straightforward. One common distraction is to drive the shopper away from the task at hand through pop-ups or re-directs. The shopper engaging with support information in the checkout process should not be directed away from the page to consume support. Though confidence may improve, the distraction also means abandonment may increase. Poor Usability. When the experience gets more complicated, buyer’s remorse can set in. While knowledge drives confidence, a lack of understanding erodes it. Therefore it is important that the commerce process is streamlined. In some cases, the number of clicks to complete a purchase is lengthy and unavoidable. In these situations, it is vital to ensure that the complexity of your experience can be explained with contextual support to avoid abandonment. If you can illustrate the solution to a complex action while the user is engaged in that action and address customer frustrations with your checkout process before they arise, you can decrease abandonment. Fraud. The perception of potential fraud can be enough to deter a buyer. Does your site look credible? Can shoppers trust your brand? Providing answers on the security of your experience and the levels of protection applied to profile information may play as big a role in ensuring the sale, as does the support you provide on the product offerings and purchasing process. Does it fit? If it is a clothing item or oversized furniture item, another common form of abandonment is for the shopper to question whether the item can be worn by the intended user. Providing information on the sizing applied to clothing, physical dimensions, and limitations on delivery/returns of oversized items will also assist the sale. A photo alone of the item will help, as it answers some of those questions, but won’t assuage all customer concerns about sizing and fit. Sometimes the customer doesn’t want to buy. Prospective buyers might be browsing through your catalog to kill time, or just might not have the money to purchase the item! You are unlikely to provide any information in contextual support to increase the likelihood to buy if the shopper already has no intentions of doing so. The customer will still likely abandon. Ensuring that any questions are proactively answered as they browse through your site can only increase their likelihood to return and buy at a future date. Can’t Buy. Errors or complexity at checkout can be another major cause of abandonment. Good contextual support is unlikely to help with severe errors caused by technical issues on your site, but it will have a big impact on customers struggling with complexity in the checkout process and needing a question answered prior to completing the sale. Embedded support within the checkout process to patiently explain how to complete a task will help increase conversion rates. Additional Costs. Tax, shipping and other costs or duties can dramatically increase the cost of the purchase and when unexpected, can increase abandonment, particularly if they can’t be adequately explained. Again, a lack of knowledge erodes confidence in the purchase, and cost concerns in particular, erode the perception of your brand’s trustworthiness. Again, providing information on what costs are additive and why they are being levied can decrease the likelihood that the customer will abandon out of the experience. Knowledge drives confidence and confidence drives conversion. If you’d like to understand best practices in providing contextual customer support in eCommerce to provide your shoppers with confidence, download the Oracle Cloud Service and Oracle Commerce - Contextual Support in Commerce White Paper. This white paper discusses the process of adding customer support, including a suggested process for finding where knowledge has the most influence on your shoppers and practical step-by-step illustrations on how contextual self-service can be added to your online commerce experience. Resources: [1] http://baymard.com/checkout-usability [2] http://baymard.com/blog/cart-abandonment

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  • Oracle RightNow CX for Good Customer Experiences

    - by Andreea Vaduva
    Oracle RightNow CX is all about the customer experience, it’s about understanding what drives a good interaction and it’s about delivering a solution which works for our customers and by extension, their customers. One of the early guiding principles of Oracle RightNow was an 8-point strategy to providing good customer experiences. Establish a knowledge foundation Empowering the customer Empower employees Offer multi-channel choice Listen to the customer Design seamless experiences Engage proactively Measure and improve continuously The application suite provides all of the tools necessary to deliver a rewarding, repeatable and measurable relationship between business and customer. The Knowledge Authoring tool provides gap analysis, WYSIWIG editing (and includes HTML rich content for non-developers), multi-level categorisation, permission based publishing and Web self-service publishing. Oracle RightNow Customer Portal, is a complete web application framework that enables businesses to control their own end-user page branding experience, which in turn will allow customers to self-serve. The Contact Centre Experience Designer builds a combination of workspaces, agent scripting and guided assistances into a Desktop Workflow. These present an agent with the tools they need, at the time they need them, providing even the newest and least experienced advisors with consistently accurate and efficient information, whilst guiding them through the complexities of internal business processes. Oracle RightNow provides access points for customers to feedback about specific knowledge articles or about the support site in general. The system will generate ‘incidents’ based on the scoring of the comments submitted. This makes it easy to view and respond to customer feedback. It is vital, more now than ever, not to under-estimate the power of the social web – Facebook, Twitter, YouTube – they have the ability to cause untold amounts of damage to businesses with a single post – witness musician Dave Carroll and his protest song on YouTube, posted in response to poor customer services from an American airline. The first day saw 150,000 views and is currently at 12,011,375. The Times reported that within 4 days of the post, the airline’s stock price fell by 10 percent, which represented a cost to shareholders of $180 million dollars. It is a universally acknowledged fact, that when customers are unhappy, they will not come back, and, generally speaking, it only takes one bad experience to lose a customer. The idea that customer loyalty can be regained by using social media channels was the subject of a 2011 Survey commissioned by RightNow and conducted by Harris Interactive. The survey discovered that 68% of customers who posted a negative review about a holiday on a social networking site received a response from the business. It further found that 33% subsequently posted a positive review and 34% removed the original negative review. Cloud Monitor provides the perfect mechanism for seeing what is being said about a business on public Facebook pages, Twitter or YouTube posts; it allows agents to respond proactively – either by creating an Oracle RightNow incident or by using the same channel as the original post. This leaves step 8 – Measuring and Improving: How does a business know whether it’s doing the right thing? How does it know if its customers are happy? How does it know if its staff are being productive? How does it know if its staff are being effective? Cue Oracle RightNow Analytics – fully integrated across the entire platform – Service, Marketing and Sales – there are in excess of 800 standard reports. If this were not enough, a large proportion of the database has been made available via the administration console, allowing users without any prior database experience to write their own reports, format them and schedule them for e-mail delivery to a distribution list. It handles the complexities of table joins, and allows for the manipulation of data with ease. Oracle RightNow believes strongly in the customer owning their solution, and to provide the best foundation for success, Oracle University can give you the RightNow knowledge and skills you need. This is a selection of the courses offered: RightNow Customer Service Administration Rel 12.02 (3 days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course familiarises users with the tasks and concepts needed to configure and maintain their system. RightNow Customer Portal Designer and Contact Center Experience Designer Administration Rel 12.02 (2 days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course introduces basic CP structure and how to make changes to the look, feel and behaviour of their self-service pages RightNow Analytics Rel 12.02 (2 days) Available as In Class, Live Virtual Class and Training On Demand (Release 11.11 is available as In Class and Live Virtual Class) This course equips users with the skills necessary to understand data supplied by standard reports and to create custom reports RightNow Integration and Customization For Developers Rel 12.02 (5-days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course is for experienced web developers and offers an introduction to Add-In development using the Desktop Add-In Framework and introduces the core knowledge that developers need to begin integrating Oracle RightNow CX with other systems A full list of courses offered can be found on the Oracle University website. For more information and course dates please get in contact with your local Oracle University team. On top of the Service components, the suite also provides marketing tools, complex survey creation and tracking and sales functionality. I’m a fan of the application, and I think I’ve made that clear: It’s completely geared up to providing customers with support at point of need. It can be configured to meet even the most stringent of business requirements. Oracle RightNow is passionate about, and committed to, providing the best customer experience possible. Oracle RightNow CX is the application that makes it possible. About the Author: Sarah Anderson worked for RightNow for 4 years in both in both a consulting and training delivery capacity. She is now a Senior Instructor with Oracle University, delivering the following Oracle RightNow courses: RightNow Customer Service Administration RightNow Analytics RightNow Customer Portal Designer and Contact Center Experience Designer Administration RightNow Marketing and Feedback

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