Contact Center is a module of Order Management System that allows a customer service representative to perform order inquiry and order maintenance functions, such as:
• Reviewing customer and order information.
• Updating customer information, such as the customer’s name and address, and marketing preferences.
• Updating order information, such as the items on the order, pricing, and payment methods.
In this topic:
• Synchronizing Data between Order Management System and Contact Center
• Pagination (Page Navigation)
• Decimal and Thousand Separator Format
• Contact Center Configuration
Static data, such as origin and sales representative, is set when you sign in to the Contact Center application. If a user in Order Management System changes data, such as adding, changing, or deleting a sales representative, this change is not reflected in the Contact Center application until the user signs out and signs back in to the application.
Real time data, such as inventory availability, updates in the Contact Center immediately in order to provide the most accurate information in Contact Center.
• Pagination (Page Navigation)
• Decimal and Thousand Separator Format
The following information displays at the top of each page.
• Oracle Logo (displays in the upper left hand corner of each page)
• Order Management System Logo (displays to the right of the Oracle logo)
• Company Name (displays to the right of the Order Management System logo): This is the name of the currently selected company.
• User Name (displays to the right of the company name): This is the user name of the person logged into the application.
The following options are available in the User Name drop-down:
• Sign Out: Select the Sign Out option to sign out of the application. The system advances you to the Signed Out page. Note: If you select to sign out and you have one or more orders locked in the current session, the system displays a warning window. To avoid errors, unlock all orders before signing out.
• Change Company: Select the Change Company option to advance to the Select Company window where you can select a different company. Note: This option is available only on the Search for Orders page and only if you have authority to more than one company.
• Preferences: Select the Preferences option to advance to the Preferences window where you can define user display settings in the application.
• Check Gift Card Balance: Select the Check Gift Card Balance option to advance to the Check Gift Card Balance window where you can inquire on the amount remaining on a gift card. Note: This option is available only if you have authority to the Stored Value Card Balance Inquiry (MSVB) menu option.
• About the Application: Select the About the Application option to advance to the About the Application window.
• Help icon (displays in the upper right hand corner of each page): Select the Help icon to open the Help drawer, where you can select a help topic for review; the system opens the Help in a separate browser tab.
• The Help will remain open in a separate browser tab until you close it.
• When the help drawer is open, select the Help icon again, to close the help drawer.
• When the help drawer is open, the page in the application that is currently displayed will shift to the left, hiding some of the content. In order to display the full page correctly, you must close the help drawer.
• Page tab (displays below the header components): A separate tab displays for each page you have open, with the earliest opened tab to the far left and the most recently opened tab to the far right. The tab you are currently viewing is highlighted in blue.
Key information displays in the tab title, allowing you to identify the contents of the tab:
• If the tab is related to a customer, the first ten positions of the customer’s last name displays. If the customer does not have a last name, the first ten positions of the company name displays as the tab title.
• If the tab is related to an order, the order number displays as the tab title.
When you select a tab:
• The New Search tab advances you to the Search for Orders page where you can perform a new order or customer search. This tab displays only if the Customer Results tab and Order Results tab do not display.
• The Customer Results tab advances you to the Customer Search Results page where you can review customers that match the customer search criteria that you entered on the Search for Orders page. This tab displays only if you performed a customer search on the Search for Orders page that resulted in more than one customer match.
• The Order Results tab advances you to the Order Search Results page where you can review orders that match the order search criteria that you entered on the Search for Orders page. This tab displays only if you performed an order search on the Search for Orders page that resulted in more than one order match.
• A customer tab advances you to a customer page where you can review and work with the customer information.
• An order tab advances you to an order page where you can review and work with the order information.
Select the X icon in a tab to close the tab. Note:
• You cannot close the New Search tab that contains the Search for Orders page.
• If you close the Customer Results or Order Results tab, the system displays the New Search tab.
The page title identifies the contents of the page you are reviewing. As you scroll down on the page, the system continues to display the page title; this allows you to easily identify the information you are reviewing and perform any of the actions that are available in the page title from anywhere on the page.
Note:
• If you open or close the left-side navigation bar, the system returns you to the top of the page.
• When the help drawer is open, the page title banner shifts to the left, hiding some of the content. In order to display the full page title banner correctly, select the Help icon again to close the help drawer. The Help will remain open in a separate browser tab until you close it.
• The page title does not scroll down on the Search for Orders page.
On certain pages, a left-hand navigation bar displays, allows you to perform additional actions to the customer or order that displays on the page. The navigation bar displays automatically by default; however, you can select the navigation bar icon to toggle between hiding and displaying the navigation bar for a particular page.
As you scroll down on a page, the system displays an arrow pointing up icon in the lower right corner of the page. If you click on this icon, the system returns you to the top of the page.
If a page or window displays a list of records that cannot display on a single page, the system displays page navigation on the bottom of the page or window.
• Page 1 of # (where 1 is the page you are currently reviewing and # is the number of pages available for review): Indicates the current page number you are reviewing and the number of pages of records available for review.
You can replace the current page number with the number of the page you wish to review. Example: if Page 1 of 5 displays, you can replace 1 with 3 to review records on page 3.
• (1-10 of 25 items) (where 1 is the first record available for review on the current page, 10 is last record available for review on the current page, and 25 is the total number of records available for review): Indicates the number of records available for review on the current page and the total number of records available for review across all pages.
• |<: Select this option to return to the first page of records for review.
• <: Select this option to return to the previous page of records for review.
• Page Links (1 2 etc.): A page number displays for each page of records available for review. Select a page number to review the records on that page.
• >: Select this option to advance to the next page of records for review.
• >|: Select this option to advance to the last page of records for review.
When a user logs in to the application, the system looks at the Date Format defined for the user in the Users table and the Date Format defined for the company in the Company table to determine the date format to display in the application.
Dates on pages and windows in the application display in the user’s date format.
Note: Regardless of the date format that displays in the application, dates are stored in the database in CYYMMDD format.
When you select a date from the calendar widget, the date displays in the date format defined for the user.
When a user enters a date in a text field, the system stores and displays the date in the format it was entered.
Dates in APIs do not use the date format defined for the user or company. See each specific XML message in the Order Management System help for more information on the date format for each message.
All system generated data, such as reports, forms, and emails, display the date in the date format for the company. Reports that are not associated with a company display the date in the date format defined for the DEFAULT_DATE_FORMAT property.
The system looks at the DECIMAL_SEPARATOR property to determine the character format used to indicate the decimal place in a number.
The system looks at the THOUSAND_SEPARATOR property to determine the character format used to separate groups of thousands.
• , (comma)
• . (period)
Examples:
If the thousand separator is comma and the decimal separator is period, numbers display as 4,294,967,295.00.
If the thousand separator is decimal and the decimal separator is comma, numbers display as 4.294.967.295,00.
Unless otherwise noted, every page or panel in the application that displays a list of records displays the first 500 records returned from the database. If a page or panel in the application allows you to refine the records that display, the system performs the refinement only on these first 500 records.
Example: The Order List Table on the Customer Order List page displays the first 500 orders that matched your customer search criteria. If you use the filter fields in this table to refine the orders that display in the Order List table, the system performs the refinement only on these first 500 records. This means that if you enter a valid order number in the Order Number filter field, the system will not return the order and will instead display the message No data to display if that order is not part of the first 500 orders.
The Work with Contact Center (WWCC) menu option allows you to define which fields display on the Search for Orders page for the currently selected company.
• The Contact Center Field Display screen in the Work with Contact Center (WWCC) menu option controls which fields display on the Search for Orders page for the specified company. You can define whether the Sales Representative Number and Phone Number display on this page. See Fields on Search for Orders for a complete list of the fields that can display for this page.
• The Contact Center Order Search Field Sequence screen in the Work with Contact Center (WWCC) menu option controls the order of the fields that display in the Search by Order Information Panel and Search by Customer Information Panel for the specified company. In addition, this page also controls which fields initially display in each panel before you need to select the + Additional Search Fields link to display the remaining fields in the panel.
The CORS_ALLOWED_ORIGINS property defines the domain and port allowed to call the Order Management System web services.
In order to use the Contact Center module, you must enter the Contact Center domain and port in this property.
Enter the domain in the following format https://domain:8000, where domain is the name of the server and 8000 is the port number.
To enter multiple values, separate each entry with a comma. For example: https://domain:8000,https://domain:9000.
Enter * (asterisk) to allow any domain and port to call the Order Management System web services.
Leave this setting blank if the Contact Center module and the Order Management System web services share the same domain and port.
For more information: Additional setup required to perform a daily order cycle is defined in the Order Management System Implementation guide. Also, see the Order Management System online help for more information on setting up static data that is used in Contact Center.