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Contact Centre (CE)

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

  • 45 Topics
  • 48 Replies
45 Topics
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

50
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

1010
PaviKalpani
Do Gooder (Employee)
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.

150
C
Do Gooder (Customer)
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   

421
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?

150
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

471
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

6275
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  

231
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 ? 

354
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.

502
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

581
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.  

231
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

250
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?

521
I
Sidekick (Customer)
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

230
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

604
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

110
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!!!

340
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?

220
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?

150
I
Do Gooder (Customer)
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?

481
Bjornar Brekka
Do Gooder (Employee)
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

90
A
Do Gooder (Customer)
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.   

310
C
Do Gooder (Customer)

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