Contact Centre (CE)

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

  • 14 Topics
  • 25 Replies

14 Topics

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

4
D
Do Gooder (Customer)
4 months 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? 

4
T
Superhero (Employee)
3 months ago
J
Do Gooder (Partner)
JackDDo Gooder (Partner)
asked in Contact Centre (CE)

How to edit the standard queue? (CE)

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.

3
DamianBenner
Sidekick (Employee)
7 months ago
M
Hero (Employee)
Matt NichollsHero (Employee)
asked in Contact Centre (CE)

How do I update IFS Cloud Lead Status from CE?

I’ve been looking at updating the Lead stating from any status to Qualified – I’ve setup a button which invokes a SetQualified command as shown below…you can see I’m passing the LeadId:   …but when I try to use this in the application, I get the following error:  

3
O
Do Gooder (Customer)
8 months ago
DamianBenner
Sidekick (Employee)
DamianBennerSidekick (Employee)
asked in Contact Centre (CE)

How di I configure voicemail boxes in CE6?

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.

2
DamianBenner
Sidekick (Employee)
1 year ago
C
Do Gooder (Partner)
CurJulieTDo Gooder (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?

2
B
Do Gooder
3 months ago
P
Do Gooder (Employee)
pditmoreDo Gooder (Employee)
asked in Contact Centre (CE)

Passing parameters to a studio template

Is there a way of passing parameters from a standard app to a template?The studio documentation describes how we can use template public resources to allow standard apps to subscribe to template apps topics. Is there a way for the Standard app to perform this type function?

2
E
Do Gooder (Employee)
8 months ago
S
Sidekick (Employee)
Shirley AlemaoSidekick (Employee)
asked in Contact Centre (CE)

Hyperlink on Case Screen

Hi, Can we add a custom field to access a hyperlink on the new case assistant screen? 

1
S
Sidekick (Employee)
11 months ago
K
Do Gooder (Partner)
Kenosha NaickerDo Gooder (Partner)
asked in Contact Centre (CE)

Historical Reporting - Inbound and Email - Service Level Calculations

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. 

1
TerryWalters
Do Gooder (Employee)
9 months ago
M
Hero (Employee)
Matt NichollsHero (Employee)
asked in Contact Centre (CE)

No Data in my Wallboard

Why am I unable to see data in the wallboard that I have created in CE6 Studio?  I have followed the tutorials and examples provided but am still unable to see anything.

1
Peter Mace
Hero (Employee)
8 months ago
M
Hero (Employee)
Matt NichollsHero (Employee)
asked in Contact Centre (CE)

How long is the Audit History held for?

Do you perhaps know the retention period for the audit trail history? 

1
Mohamed Mustafa
Do Gooder (Employee)
1 year ago
K
Sidekick (Partner)
KAMANUKSidekick (Partner)
asked in Contact Centre (CE)

In Cloud how to enter address details after address ID is created

Hi,In Cloud, how can I enter address details like address1, address 2, State , Zip code etc. after I created an address id, there is no place to add related details?When I click address Edit it just show me the country only?   Thank You,Kasun

1
K
Hero (Employee)
5 months ago
B
Hero (Customer)
bdoucetteHero (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

0
B
Hero (Customer)
23 days 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.

0
A
Do Gooder (Partner)
5 months ago

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