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Contact Centre (CE)

This will includes the questions related to our Customer Engagement product (Versions 5.4, 6+).

  • 34 Topics
  • 37 Replies
34 Topics
M
Sidekick (Partner)
MiguelAlejosSidekick (Partner)
asked in Contact Centre (CE)
Customer engagement download invoices

 HelloI am developing a portal.Users can see quotes and invoices on it.How can I make them download PDFs of invoices and quotes?Could you help me with the screens I need to configure?Thank you.  

131
DamianBenner
Sidekick (Employee)
1 month ago
R
Do Gooder (Customer)
ROBBERT.PRONKDo Gooder (Customer)
asked in Contact Centre (CE)
Service Quotation handover reference from Case

Dear community,We are using Call Center Cases and are frequently handing over to Work Orders.We have recently started using the Service Quotations, and would like to handover cases to Service Quotations, but can not find this option in the case handover possibilities.What is the process to handover case task to service quotation?Thanks,Robbert

110
R
Do Gooder (Customer)
1 month ago
E
Do Gooder (Partner)
envkishonDo Gooder (Partner)
asked in Contact Centre (CE)
Error in ifsalert.0.log in Apps9

Hi, We are getting below errors in ifsalert.0.log file in Apps9 environment after SFTP reader. 2024-09-25 22:39:06,980  27 ERROR [Integration]{PLT_TOLLS_SFTP_READER} ifs.fnd.connectserver.sftp.SFTPReaderAgent.doRun(): Main loop error: 4:  [Error GUID:61c033ef-5404-4ac9-a03e-d3bbcc05fdf9]2024-09-25 22:39:07,003  26 ERROR [Integration]{PLT_NEWPORT_SFTP_READER} ifs.fnd.connectserver.sftp.SFTPReaderAgent.doRun(): Main loop error: 4:  [Error GUID:226a0292-42bd-4c33-b107-bcb7d9d525dc]2024-09-25 22:39:15,286  25 ERROR [Integration]{PLT_N4_SFTP_READER} ifs.fnd.connectserver.sftp.SFTPReaderAgent.doRun(): Main loop error: 4:  [Error GUID:85719473-82ff-4259-bcaf-60a6468c67be]2024-09-25 22:44:07,929  26 ERROR [Integration]{PLT_NEWPORT_SFTP_READER} ifs.fnd.connectserver.sftp.SFTPReaderAgent.doRun(): Main loop error: 4:  [Error GUID:82c5ccb4-94d3-47bb-a104-656527ccaf5a]2024-09-25 22:44:09,398  27 ERROR [Integration]{PLT_TOLLS_SFTP_READER} ifs.fnd.connectserver.sftp.SFTPReaderAgent.doRun(): Main loop

130
E
Do Gooder (Partner)
1 month ago
C
Do Gooder (Partner)
CurAnneaLDo Gooder (Partner)
asked in Contact Centre (CE)
Expiring Lincense notification by e-mail

We receive e-mail notifications from DoNotReply@ifs.com every day. This notification lets us know that the license key for installation for some of our previous customers will expire on a certain date in the past.Additionally, the email contains a link and a statement that this email is being sent to the 'mail list'. If we try to access the link, we are told that the page no longer exists.As they are no longer existing customers with us, we no longer wish to receive these e-mails and they are creating a lot of unnecessary noise every day.Have anyone experienced this and know how to get rid of these emails?

351
I
Sidekick (Customer)
1 month ago
A
Do Gooder (Customer)
AltairDo Gooder (Customer)
asked in Contact Centre (CE)
AssystWeb: How can I "grab" the contents of a field in an incident form using HTML DOM?

We are using a web browser plugin to access our knowledge base platform. When our support agents open a ticket in AssystWeb, the plugin opens a sidebar with a search engine. The plugin can be configured to recognize data on the webpage (in this case, the incident form) and automatically “grab” field contents to paste it in the search engine, delivering search results to the support agent immediately when they open a ticket.The plugin configuration offers five methods for recognizing the field, based on standard Javascript functions:Setting Definition Title_xxxxxxx getElementsByName - method returns a collection of elements with a specified name. Currently we then use the first element found.   getElementById - method returns an element with a specified ID   getElementsByClassName - method returns a collection of elements with a specified class name(s).   querySelector - method returns the first element that matches a CSS selector.   function - Specify the name of a fun

140
A
Do Gooder (Customer)
2 months ago
R
Do Gooder (Customer)
Rachel HowardDo Gooder (Customer)
asked in Contact Centre (CE)
How to close a Customer

How do you close a customer so no further transactions can be made?  I have made the customer inactive but it stills allows you to place an order with no warning message

284
R
Do Gooder (Customer)
3 months ago
J
Sidekick (Customer)
jdohertySidekick (Customer)
asked in Contact Centre (CE)
Customer Engagement Center is down

Hi, I cannot create a case in the Customer Engagement Center;https://support.ifsworld.com/ifscec/(S(vkmejx1bryukwio40ddf04ao))/CasePage.aspx?ReturnUrl=%2fifscec%2fCasePage.aspx%3f_ga%3d2.109232133.1685598635.1610385686-1322131572.1568713326&_ga=2.109232133.1685598635.1610385686-1322131572.1568713326#It says in the top right-hand corner “Today is a not a working day”When will it be operational again?Thank you

60
J
Sidekick (Customer)
3 months ago
G
Do Gooder (Customer)
Greatdi1Do Gooder (Customer)
asked in Contact Centre (CE)
Sales Contract Management Lobby used by Rick Hamill

Does anyone know where I can get Sales Contract Management Lobby used by Rick Hamill?   Hate to recreate the wheels when they are already done. Thanks!!!

180
G
Do Gooder (Customer)
4 months ago
R
Do Gooder (Customer)
rmorgan999Do Gooder (Customer)
asked in Contact Centre (CE)
IFS integration with Five9 contact centre

Has anyone got any experience integrating Five9 Contact Centre (cloud) with IFS Cloud please?

120
R
Do Gooder (Customer)
5 months ago
I
Do Gooder (Customer)
isabellacollingsbpluk
asked in Contact Centre (CE)
Can't see content of the topic

The content of each topic has been blocked by coloured sheets. Not sure what caused that. Is that something related to the community licence?

90
I
Do Gooder (Customer)
5 months ago
W
Do Gooder (Customer)
waled.alhajjDo Gooder (Customer)
asked in Contact Centre (CE)
IFS Applications 10 - update 10

Hi,We are currently utilizing IFS Application 10, update 10.Could you please provide me with the latest update date for this version? Do we anticipate needing to upgrade this version during 2024?

291
Bjornar Brekka
Do Gooder (Employee)
6 months ago
A
Do Gooder (Customer)
AugustDo Gooder (Customer)
asked in Contact Centre (CE)
bulk goods

Hello,Is there an option in IFS to mark material (items) as bulk goods?Greetings August

40
A
Do Gooder (Customer)
7 months ago
C
Do Gooder (Customer)
ConnieDo Gooder (Customer)
asked in Contact Centre (CE)
Show more

I’m trying to find the best way for my team to find the next available address id no. on a Customer when adding a new address. My team, needs to be able to add addresses to a customer in a timely manner.  On the Customer screen, we need to determine the next available address no (number or id) quickly.  When the customer has numerous addresses, we have to scroll through them all and then sometimes “show more” is required.  If the customer has many, many addresses, we may have to scroll and click “show more” multiple times.  Is there a way to see the next available address id without having to scroll through.  There is no option in this part of the customer address screen to change the number of lines that displays. In the Customer Order Screen, we can click on the Delivery Address, then click find and we’re able to sort the columns. This is a much better experience than in the Customer Screen.  I’m not sure why it’s not available in both areas.   

220
C
Do Gooder (Customer)
8 months ago
P
Do Gooder (Partner)
PPPLDo Gooder (Partner)
asked in Contact Centre (CE)
Call center - case basic data

Hi,Do you have any idea how to add translations for (Call center basic data) Categories’ descriptions?Many thanks,Piotr

802
P
Do Gooder (Partner)
9 months ago
E
Do Gooder (Customer)
egpjohnbryDo Gooder (Customer)
asked in Contact Centre (CE)
ifs login is invalid.

Hi Just tried to change my password on IFS.COM/LOGIN by getting a password reset email and I get a message “Invalid Username or User has not been approved. Please type your IFS username correctly and try again”. I am a valid user with real live helpd desk calls and I gues sthat I have been locked out because I am late in changing my password. Please advise. John.

401
Link
Superhero (Customer)
9 months ago
Z
Do Gooder (Customer)
zyzhrahhaliDo Gooder (Customer)
posted in Contact Centre (CE)
Security patches

I'm experiencing a lot of delay in responses from IFS regarding needed patches. We are trying for a while to get IFS vulnerabilities fixed without success. Anyone with same experience? 

250
Z
Do Gooder (Customer)
11 months ago
J
Do Gooder
jinansh007Do Gooder
asked in Contact Centre (CE)
Closing Multiple Cases (Call Centre) at once

Hello everyone! Can someone please help me how to close multiple cases at once instead of doing it manually for each case?

200
J
Do Gooder
1 year ago
S
Do Gooder (Customer)
srusridsiDo Gooder (Customer)
asked in Contact Centre (CE)
NEW SUPPORT CASE NEW ICON NOT AVAILABLE

Hello, I newly register https://support.ifsworld.com/ifscecI can see old support cases our company had earlier, but new support case icon is not available to log a new issue. Any reason?Chathuramga

292
S
Do Gooder (Customer)
1 year ago
B
Superhero (Customer)
bdoucetteSuperhero (Customer)
asked in Contact Centre (CE)
How does IFS Cloud handle emails

Hello,How can I send an email in IFS other than using an email event action? Can this be done in workflows?Thanks,Bryan

2081
W
Do Gooder
1 year ago
A
Do Gooder (Partner)
AmineMedDo Gooder (Partner)
asked in Contact Centre (CE)
Java Delegate for a BPA

hello guys ,i have a custom java code to execute, the result should be consumed in an IFS workflow ,how can i attach the java code to the workFlow using “TransactionalDelegate”?Where to create the new class and how to import the “TransactionalDelegate” ?  thanks for ur support

420
A
Do Gooder (Partner)
1 year ago
A
Do Gooder (Customer)
Andre MartinDo Gooder (Customer)
asked in Contact Centre (CE)
I can no longer log in to the customer portal

when I want to log in to the customer portal on the IFS site, I get an error message with different browsers. Also a reset of the password is no longer possible.What am I doing wrong?  

731
M
Hero (Employee)
1 year ago
R
Do Gooder
rukshan1114Do Gooder
asked in Contact Centre (CE)
Custom events-trigger after 5 mins

I have created a Custom Event for Email. I need the system to send the mail after few minutes from trigger point. Is there any possibility to do that? 

1684
T
Superhero (Employee)
1 year ago
C
Sidekick (Partner)
CurJulieTSidekick (Partner)
asked in Contact Centre (CE)
Contact Center

Is it possible to apply the contact centre to Apps 10 as well, or is it only appicable if you are running Cloud?

992
B
Do Gooder
1 year ago
D
Do Gooder (Customer)
DrpDo Gooder (Customer)
asked in Contact Centre (CE)
IFS Cloud CRM- Call Center case management

With the Cloud Version, will it capture all emails internally and externally and keep them organized like Hubsport and salesforce do? The case should be the source of truth and all communications should be easy to read and follow. I have found a lot about the CRM and seen videos, but I would love to see a demo of the Call center functionality around cases. I have watched this as well.https://www.gotostage.com/channel/4c8b006abd3344ea9a62605ba7c00c31/recording/40941d06329349e7b96284a575ea8595/watch Thanks,Doug

4814
D
Do Gooder (Customer)
1 year ago
A
Do Gooder (Partner)
Aleksandra BijacikDo Gooder (Partner)
asked in Contact Centre (CE)
CE6 - FSM Metadata not available - Metadata inclusion/exclusion

I have fresh instance of FSM release 6 update 20 installed, I was able to create FSM provider to access that instance via CE6, however none of the FSM tables are available via CE. Provider is created using FSM account with admin privileges and access to all tables. Is there anything else that need to be enabled to allow CE to access FSM metadata? On top of missing tables , there are also some MPM methods that are missing (using OData provider), method I need to test is perform_get_solutionsex and it cannot be accessed from CE, while other solution related methods i.e perform_use_solution is available.

680
A
Do Gooder (Partner)
1 year ago

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