This will includes the questions related to our Customer Engagement product (Versions 5.4, 6+).
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Hey all ! Just wondering if there is a way to restrict Force wrap up on certain agents ?
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?
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
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
I have an IVR script that performs some data fetching from the user, then uses the ‘add to queue’ element. I’m looking to change how the queue functions (what messages play and add a request for input) once a caller is added to it. The documentation mentions that the standard queue can be configured in the contact centre unit voice settings, however the only seemingly relevant options I can see are about courtesy messages, no way to set what plays. The inbound number type is currently set to IVR. Hopefully I’m not making some wrong assumptions on what I can do, any help appreciated.Thanks.
Can someone give me instructions on how to configure a voicemail box to output voicemails to email in CE6, please? I see the Contact Centre unit must be configured in Advanced to send voicemails as an attachment (done) and I see there is a box for me to enter an address (no indication of what the delimiter to be used is, but I only have one address in there for now) and in the IVR I have selected to record voicemail, which works for me, but the emails aren’t being sent out. There are two mailboxes set up already, so presumably it’s not that. Trying to confiure on Pagero.
Do you perhaps know the retention period for the audit trail history?
We know how to get the data into a report but how do we write customer calculations based on the data we have pulled from the global action sets and then manipulate it to form specific variables such as counts and percentages?An example would be: If a customer queue time is >1 and agent active time for the specific call = 0 (or Null) then add one to an int variable called “Abandoned”. We would then want to report on the above variable “Abandoned” and use it in further calculations to work out SLA.
Hi,Do you have any idea how to add translations for (Call center basic data) Categories’ descriptions?Many thanks,Piotr
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
Hi, Can we add a custom field to access a hyperlink on the new case assistant screen?
Is it possible to apply the contact centre to Apps 10 as well, or is it only appicable if you are running Cloud?
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.
