Contact Centre (CE)

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

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

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

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? 

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

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

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 execut

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

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.

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.

Is there an OOTB screen that a user can search a customer by a phone number? Our use case: we want to integrate a telephony system to IFS so when a person rings in a IFS screen will appear with a list of customers and then the user can access the customer account or customer 360 screen So far we are unable to find a screen to search by phone number so thinking would need to make a custom screen via a CRIM

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

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

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.

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

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:  

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. 

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?  

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

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!!!

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.

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

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?

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

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?