Working with Order Inquiry Reason Codes (WORC)

Purpose: Order inquiry reason codes allow you to define the reason why a CTI operator advanced to standard order inquiry or order maintenance from the Customer Selection Screen.

You can use order inquiry reason codes to determine why customers are inquiring about their orders or requesting maintenance on their orders. For example, if customers are inquiring about when they can expect to receive the merchandise on their orders, you can train your order entry operators to inform the customers of the expected delivery date.

Note: You can enter an order inquiry reason code only if you advance to standard (not streamlined) order inquiry or order maintenance from the Customer Selection Screen, and system control value Require Reason in CTI (G98) is selected. In this case a window displays requiring an order inquiry reason code when you return to the CTI Customer Selection screen after using order inquiry or order maintenance. If you advance to order inquiry from the Order Inquiry Scan Screen or you advance to order maintenance from the Select Customer Sold To For Order Screen, the system will not allow you to enter an order inquiry reason code.

You must set up Order Inquiry Reason codes before advancing to the Order Inquiry Reason code window. If you advance to this window and have no valid Order Inquiry Reason codes to enter, you will not be able to exit the window.

About CTI Customer Selection screen: This screen allows you to review a customer’s address information and order history before entering, maintaining, or reviewing an order. In order to advance to this screen:

• the Use Computer Telephony Integration (F26) system control value must be selected

• the CTI user flag in Working with User Records (WUSR) is selected

• the CTI default screen field in Work with User Records (WUSR) is set to Always display CTI screen or Display CTI scrn w/call.

How do order inquiry reasons relate to the order? When you define an order inquiry reason code after maintaining or reviewing an order, the system does not assign the order inquiry reason code to the order. Instead, the system tracks the number of times a specific user maintained or reviewed an order or orders associated with a specific line of business for a specific date and a specific order inquiry reason. You can review order inquiry reason history at the Order Inquiry Reason History Screen.

In this chapter:

• Order Inquiry Reason Codes Window

• Work with Order Inquiry Reason Screen

• Create Order Inquiry Reason Screen

• Order Inquiry Reason History Screen

Order Inquiry Reason Codes Window

Purpose: Use this window to enter the reasons why the order was maintained or reviewed. You can enter up to five order inquiry reason codes.

How to display this window: If the Require Reason in CTI (G98) system control value is selected and you do not have authority to the Bypass CTI Reason Code (B24) secured feature, the system displays the Order Inquiry Reason Codes window when you return to the Customer Selection Screen from order inquiry or order maintenance.

Note: You can prompt on a reason code field by clicking the Prompt arrow to display valid reason codes, but you cannot create a reason code at the selection screen. To create reason codes, you must use the Create Order Inquiry Reason Screen.

Field

Description

Order inquiry reason codes

A code to define the reason why a CTI operator advanced to order inquiry or order maintenance from the CTI Customer Selection screen. A message displays if you do not enter at least one order inquiry reason code: At least one field must be entered to continue. Order inquiry reason codes are defined in and validated against the Order Inquiry Reason Code table. Alphanumeric, five 3-position fields; required.

Work with Order Inquiry Reason Screen

Purpose: Use this screen to work with order inquiry reason codes.

How to display this screen: Enter WORC in the Fast path field at the top of a menu or select Work with Order Inquiry Reason from a menu.

Field	Description
Reason code	A code to define the reason why a CTI operator advanced to order inquiry or order maintenance from the CTI Customer Selection screen. Order inquiry reason codes are defined in and validated against the Order Inquiry Reason Code table. Alphanumeric, 3 positions; optional.
Description	A description of the order inquiry reason. Alphanumeric, 30 positions; optional.
Cost	The cost to your company for the CTI operator to review or maintain the order. This field is informational only. Numeric, 11 positions with a 4-place decimal; display-only.

Screen Option	Procedure
Change an order inquiry reason code	Select Change for a code to advance to the Change Order Inquiry Reason screen. At this screen, you can change every field except the Order inquiry reason code field. See Create Order Inquiry Reason Screen for field descriptions.
Delete an order inquiry reason code	Select Delete for a code to delete it. Note: The system allows you to delete an order inquiry reason code even if order inquiry reason history exists. If you delete the code, you will lose the history related to this order inquiry reason.
Display an order inquiry reason code	Select Display for a code to advance to the Display Order Inquiry Reason screen. You cannot change any fields on this screen. See Create Order Inquiry Reason Screen for field descriptions.
Review order inquiry reason history	Select History for a code to advance to the Order Inquiry Reason History Screen.
Create an order inquiry reason code	Select Create to advance to the Create Order Inquiry Reason Screen.

Create Order Inquiry Reason Screen

Purpose: Use this screen to create an order inquiry reason code.

How to display this screen: Select Create at the Work with Order Inquiry Reason Screen.

Field	Description
Order inquiry reason code	A code to define the reason why a CTI operator advanced to order inquiry or order maintenance from the CTI Customer Selection screen. Order inquiry reason codes are defined in and validated against the Order Inquiry Reason Code table. Alphanumeric, 3 positions. Create screen: required. Change screen: display-only.
Description	A description of the order inquiry reason. Alphanumeric, 30 positions; required.
Cost	The cost to your company for the CTI operator to review or maintain the order. This field is informational only. Numeric, 11 positions with a 4-place decimal; display-only.
User field	An informational field where you can enter additional order inquiry reason information. Alphanumeric, 3 positions; optional.

Order Inquiry Reason History Screen

Purpose: Use this screen to review history for a specific order inquiry reason code.

You can review:

• each day this reason code was used for an order or orders

• the CTI operator who entered the reason

• the number of times this operator reviewed or maintained an order or orders for a specific date and line of business

• the line of business associated with the order or orders for a specific date and CTI operator

How to display this screen: Select History for an order inquiry reason code at the Work with Order Inquiry Reason Screen.

Field	Description
Order inquiry reason code	The code and description for the reason why a CTI operator advanced to order inquiry or order maintenance from the CTI Customer Selection screen. Order inquiry reason codes are defined in and validated against the Order Inquiry Reason Code table. Code: Alphanumeric, 3 positions; display-only. Description: Alphanumeric, 30 positions; display-only.
Date	The date when this code was used as the reason for maintaining or reviewing an order(s). Numeric, 6 positions (in user date format); optional.
User	The user ID of the person who maintained or reviewed the order(s) and used this order inquiry reason code. Alphanumeric, 10 positions; display-only.
Number	The number of times an order(s) was maintained or reviewed on a specific date by a specific user for this order inquiry reason code. Numeric, 5 positions; display-only.
LOB (line of business code)	The line of business code associated with the order(s) maintained or reviewed on a specific date by a specific user for this order inquiry reason code. A line of business represents a client or business unit in Order Management System. These codes contain assignments that represent a specific entity, division, or offer, or a combination of these values. Each order is assigned a specific line of business, based on the entity, division, and offer associated with the order. See Working with Lines of Business (WLOB). Alphanumeric, 3 positions; optional.