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)
• Language
• Decimal and Thousand Separator Format
• Contact Center Configuration
Synchronizing Data between Order Management System and Contact Center
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.
• Shortcuts (displays to the left of each page): Includes the Pin the Menu option. Information on this option will be provided by Oracle at a later date, Tasks, the Search (Search for Orders or Customers) page, the Check Gift Card Balance window, and the Change Company option.
• Oracle Logo (displays in the upper left hand corner of each page)
• Order Management System Logo (displays to the right of the company 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:
• Preferences: Select the Preferences option to advance to the Preferences window where you can define user display settings in the application.
• Theme: Select the Light or Dark theme to change the settings of page elements. See Change Theme for more information.
• Logout: Select the Logout option to log out of the application. You return to the Login page.
Note: If you log out without unlocking any orders that were locked in the current session, the system does not display a warning. The orders will remain locked, and will need to be unlocked in Order Management System. To avoid this situation, unlock all orders before signing out.
• Help icon (displays in the upper right hand corner of each page): When you select the Help icon, your options are:
• Select Application Help to open this overview help topic in a separate browser tab. From there, you can select a different help topic for review. The help will remain open in a separate browser tab until you close it.
• Select About the Application to advance to the About the Application window.
Help drawer: Below the help icon in the upper right hand corner is a link to the help drawer, which opens to the right of the page. The help drawer enables you to select the help content for the currently displayed page, with options to display an overview, options, or fields on the page. See the Help Drawer for more information.
• 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 Search tab returns you to the Search (Search for Orders or Customers) page where you can perform a new order or customer search.
• 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 or Customers page. This tab displays only if you performed a customer search on the Search for Orders or Customers 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 or Customers page. This tab displays only if you performed an order search on the Search for Orders or Customers 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.
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: The page title does not scroll down on the Search (Search for Orders or Customers) page.
While the help link in the upper right of the page opens the default help topic, the help icon in the page title line opens the help drawer, which enables you to open the help topic for the current open page. For example, when the Order Summary page is open, the help drawer takes you straight to help contact for that page.
The help drawer also enables you to select the type of help content to review:
• Page Overview: Provides a brief summary of the page.
• Page Options: Describes the activities you can perform on the page.
• Fields on the Page: Lists the fields available on the page, with links to field definitions.
The selected help topic opens in a separate tab of your browser. Once the online help opens, either through the help icon or the help drawer, you can navigate and search through the online help.
Closing the help drawer: When the help drawer is open, the page content shifts to the left. To close the help drawer, select the Help icon again or the X icon to close the help drawer. If the help is open in a separate browser tab, it will remain open in that tab until you close it.
The left-hand navigation pane provides the following options:
• Pin the Menu: Open a Settings menu to the right of the navigation panel. Currently, the only available option in this menu is Change Company. You can select the same icon to unpin the menu.
• Tasks: Open a Tasks menu to the right of the navigation panel, displaying the Search (Search for Orders or Customers) and Check Gift Card Balance options in text format.
• Search (Search (Search for Orders or Customers))
The Settings option at the bottom of the left-hand navigation panel provides the option to change company, described below.
If you have authority to more than one company, you can select a different company to work in:
• Close all open tabs.
• Select the Settings icon (
) in the bottom left corner of the page.
• Select Change Company.
See the Select Company window for more information.
Select Theme from the User Name drop-down to change:
• the background color of all panel titles
• the background color and font color of the tab titles
• the background color of the left-hand shortcut panel.
When the Theme is set to Dark (default):
• the background color of panel titles is blue.
• the background color of the tab titles is dark gray, and the font color is white
• the background color of the left-hand shortcut panel is darker gray
When the Theme is set to Light:
• the background color of panel titles is light gray
• the background color of the tab titles is white, and the font color is blue
• the background color of the left-hand shortcut panel is light gray
A theme change takes place immediately and remains applied until you change it. Theme changes apply only to the user selecting them.
If a page or window displays a list of records too long to 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.
The language used on pages is from the Locale defined for the user.
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.
Which Date Format Defaults?
Date Format on Pages and Windows 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.
Calendar Widget
When you select a date from the calendar widget, the date displays in the date format defined for the user.
Date Format of User-Entered Text
When a user enters a date in a text field, the system stores and displays the date in the format it was entered.
Date Format in APIs
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.
Date Format on Reports, Forms, and Emails
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.
Decimal and Thousand Separator Format
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.
Supported Formats
• , (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.
The Back button closed your currently open tabs and returns you to the Search (Search for Orders or Customers) page. If you have been working on an order and it is currently locked, it will remain locked, and will need to be unlocked in Order Management System.
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 to display in the Order List table, the system performs the refinement only on these first 500 records. This means that even 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 (Search for Orders or Customers) 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 or Customers 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 or Customers 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 for Orders Panel and Search for Customers 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 Order Search Fields or the > Additional Customer 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.