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Contact Centre (CE)

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

  • 48 Topics
  • 50 Replies
48 Topics
C
Do Gooder (Customer)
CindygcxDo Gooder (Customer)
asked in Contact Centre (CE)
Delete a Main Representative

How to I remove a Sales Representative that was assigned to customer account. The representative field is to be blank.

331
S
Do Gooder (Partner)
H
Do Gooder (Employee)
HaReDo Gooder (Employee)
asked in Contact Centre (CE)
What does the CE6 Release Schedule look like in 2025?

CE6 maintains close alignment with the release schedule of IFS Cloud, incorporating both monthly Service Updates (SU) and bi-annual Major Releases.Each customer's CE Tenant is updated based on the configuration settings defined during onboarding. These settings can vary by environment and may be adjusted post-deployment.If you're unsure of your current configuration, please contact Unified Support, who will be happy to assist. Updated CE6 Release Timeline (2025)To reflect the current deployment model, the CE6 release process follows the below timeline: Third Thursday of Each Month R&D-approved release packages are made available to the responsible Cloud Centre of Excellence (CCoE) SME. ⏱ Target handover window: 08:30 – 16:00 GMT/BST Any required infrastructure or global updates are managed by CCoE prior to customer deployment. Before End of the Same Week ​​​​​​​The release is deployed to Pre-Production environments. If issues are identified, CCoE initiates a

190
H
Do Gooder (Employee)
Violeta
Sidekick (Partner)
VioletaSidekick (Partner)
asked in Contact Centre (CE)
Map header parameters when invoking an action in CE

Good afternoon everybody, Does anybody know how I can map header parameters when invoking an action in CE?The mandatory parameter ActivityId is mapped and is taking the value, however, it requires 2 more (company and Site, properties which I do not have in the used Type, to be able to map the variables)  API: SvcschAppointmentBookingHandlingType: SvcschApptBooking (here I do not have these Properties, to be able to map the variables.Method: GenerateSlots@ApptBookingSet The action fails displaying the error message “CE Context Required” Thank you and wish you a great day ahead!

180
Violeta
Sidekick (Partner)
S
Do Gooder (Customer)
SVFLOSWDo Gooder (Customer)
asked in Contact Centre (CE)
UI Toolkit for CE Portal

Dear Community,Short: We are looking for an UI Toolkit for CE Portal / IFS Cloud. Content: We are currently developing screens in the CE Portal, specifically for our subcontractors (technicians) to view, accept, and decline jobs. To create the wireframes and an initial prototype, we plan to use Figma as our design tool and would like to work with an established IFS UI Toolkit to ensure consistency and efficiency.Can someone provide us with a suitable UI Toolkit for CE/IFS Cloud for Figma that we can use for this purpose?Thank you very much for your support!Best regardsLukas

271
DamianBenner
Sidekick (Employee)
PrestonH
Do Gooder (Partner)
PrestonHDo Gooder (Partner)
asked in Contact Centre (CE)
Call Center & Case Management Customer Visibility

Hello,Currently have a client interested in Call Center / Case Management.  How do their customers get access to see cases within Call center? Is this done through a Limited License User? Any insight would be greatly appreciated! Thank you in advance,-Preston

200
PrestonH
Do Gooder (Partner)
PaviKalpani
Do Gooder (Employee)
PaviKalpaniDo Gooder (Employee)
posted in Contact Centre (CE)
CE6 Breaking Change- Advisory Note

Five vulnerabilities have been discovered within the Ingress NGINX Controller for Kubernetes on the 24th of March 2025. NGINX Ingress Controller is a tool used in CE Kubernetes environments to manage and route external traffic to services within the cluster. Ingress Controller acts as a reverse proxy and load balancer, supporting various protocols like HTTP, WebSocket, GRPC, TCP, and UDP, and also provides features such as content-based routing and TLS/SSL termination. Vulnerability detailsCVE-2025-1974 - ingress-nginx admission controller RCE escalation CVE-2025-1974 is a critical 'improper isolation or compartmentalisation' vulnerability with a CVSSv3 score of 9.8. An unauthenticated attacker with access to the pod network could execute arbitrary code within the ingress-nginx controller. As a result, an attacker could gain access to all cluster secrets across namespaces and control over the Kubernetes cluster. CE clusters are not affected by this vulnerability as the Validating Admis

1210
PaviKalpani
Do Gooder (Employee)
Violeta
Sidekick (Partner)
VioletaSidekick (Partner)
asked in Contact Centre (CE)
CE - Create & Finish methods issue

Good morning, Starting 20 of March I am facing an issue while trying to create records in some tables, as for example when creating Service Requests through CE.I has a Create method with all the mandatory parameters, mapped; then Finish method which had as parameter the Objkey of the record created in the Virtual table. This worked fine for 1.5 years, and all of a sudden, on 21st March stopped working and the attached error was displayed, as if the object cannot be identified anymore based on the Objkey parameter.The record gets created in the virtual table, but I cannot access it from there to create the record in the permanent table through CE. We have tryied to Finish the creation with Postman, and it goes fine, so it’s not really clear why through CE is not working anymore. Have anybody faced this issue? How did you handled it? CE Core Package: 6.8.4.1IFSCloud: 24R2 Thank you,Violeta   

521
P
Do Gooder (Employee)
AdrianEgley
Hero (Customer)
AdrianEgleyHero (Customer)
asked in Contact Centre (CE)
CE - Browser Refresh

Hi,I posted the above back in November and no replies.Since then we have upgraded to V6.8.3 and we’re still experiencing issues where the CE Browser refreshes and takes the user back to the start.Does anyone else have issues like this?

230
AdrianEgley
Hero (Customer)
wrprabash
Hero (Partner)
wrprabashHero (Partner)
asked in Contact Centre (CE)
IFS Cloud - How to access Customer Engagement Admin Portal

Hi Experts,I am very much new to CE portal, hence followed few courses in academy. However, i am unable to find out how to get access to the admin client in order to get started with a simple app creation. Should i download the admin client and install or is it available as an add-on to cloud client. I have access to ifs demo env.. Should i need any license keys for this ? Can someone shed some light on this please.Thank you,Roshan

631
Peter Mace
Hero (Employee)
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

6695
D
Do Gooder (Customer)
D
Do Gooder (Customer)
Dekforce94Do Gooder (Customer)
asked in Contact Centre (CE)
Unpark a Configuration

How do you get the Configuration Status out of “Parked” IFS10 Apps  

281
Björn Hultgren
Hero (Employee)
E
Do Gooder (Customer)
ElvioDo Gooder (Customer)
asked in Contact Centre (CE)
Force wrap

Hey all !  Just wondering if there is a way to restrict Force wrap up on certain agents ? 

424
N
Do Gooder (Employee)
C
Do Gooder (Customer)
CindygcxDo Gooder (Customer)
asked in Contact Centre (CE)
Search by Customer Address ID

Hi, is there a way to search by Customer Address ID in IFS? I could not find and area to search by Customer address ID to see where and what Customer records the same address ID reside in. Look forward to help.

582
C
Do Gooder (Customer)
Violeta
Sidekick (Partner)
VioletaSidekick (Partner)
asked in Contact Centre (CE)
Integration of WeChat

Good morning, Has anyone managed to do an integration of WeChat into CE? Thank you,Violeta

641
Peter Mace
Hero (Employee)
AdrianEgley
Hero (Customer)
AdrianEgleyHero (Customer)
asked in Contact Centre (CE)
CE - Browser Refreshes mid call and reverts back to start

Hi, We’re running v.6.7.1.1 of CE.During live calls some agents are experiencing random browser refreshes which results in them losing all data collected and then taking them back to the start of the call flow.The refresh can occur at any stage of the workflow, and crucially we’re not able to replicate.Does anyone else experience this type of behaviour, or have experienced it and managed to root cause why it happens.The hardest part is replicating so just reaching out to see if anyone else has had similar issues.RegardsAdy 

180
AdrianEgley
Hero (Customer)
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.  

261
DamianBenner
Sidekick (Employee)
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

280
R
Do Gooder (Customer)
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

260
E
Do Gooder (Partner)
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?

561
I
Sidekick (Employee)
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

240
A
Do Gooder (Customer)
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

744
R
Do Gooder (Customer)
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

170
J
Sidekick (Customer)
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!!!

700
G
Do Gooder (Customer)
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?

310
R
Do Gooder (Customer)
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?

190
I
Do Gooder (Customer)

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