When working in Commerce Service Center, you can take calls from customers who need assistance with their orders. Use the Start Call button located on the global context area to start the call. The Start Call button clears all global context items, such as the current ticket or current customer. Then the Start Call button will populate the global context area with a new ticket order, and customer, as well as start a time to track the length of the call. When you are working with the customer, you can also create call notes, or order notes by selecting the appropriate icon.
When you have completed the call, you can end the call by clicking on either the End Call button, or the End Call and Start New Call button. The End Call button stops the timer and records the length of the call.
Calling with Click to Call 10.0
If you have the optional Live Help On Demand Click to Call 10.0 software, customer calls may be routed to you automatically. Depending on the configuration of your system, the phone number of the customer may be entered automatically into the call field. If not, enter the number of the customer and click the call button.
Note: Commerce Service Center works with Click to Call version 10.0 or earlier.
Once you have entered the customer’s phone number, Commerce Service Center will clear all global context items, such as the current ticket or current customer. Then Commerce Service Center will populate the global context area with a new ticket, the current customer order, and the current customer profile. If no order exists, a new order will be created. If no customer information is available, a new customer will be created.
To end a call that was initiated with Click to Call, click the End Call button. Once the call is ended, you can finish up a ticket or begin a new call.
If the customer’s number or information is not found, you will be presented with an error. Re-enter the number or verify that the number or information is correct.
If you are using Click to Call, or other Live Help On Demand features, refer to your Life Help On Demand documentation.
