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Capture Order/Call Disposition (K03)
Purpose: Use this screen to control when the system captures order/call disposition activity in the Order Disposition Table and whether a reject reason is required when you reject an order or terminate a call from an external order call center.
The setting of this system control value allows you to track the calls that come into Order Management System from an external order call center. In addition, you can track the reason why a call was terminated or an order was rejected. You can use the order/call disposition activity in Order Management System to match the calls taken in Order Management System against the call history in the external order call center.
Code field: Enter the code used to define when the system captures order/call disposition activity in the Order Disposition Table.
Valid codes are:
K03 Setting |
Description |
ORDER |
The system creates a record in the Order Disposition Table when you reject an order in interactive Order Entry; see Order Disposition Information Captured for a Rejected Order. In addition, the system requires you to enter an order/call disposition reject reason code at the Confirm Order/Call Disposition Window when you reject an order in interactive Order Entry. Note: Interactive order entry in this situation does not include batch order entry, web orders, or membership orders. Multiple Recipient Orders If an order contains multiple ship to customers, the system creates one record in the Order Disposition Table for the order for the first ship to customer. If you reject a ship to customer, but not the order, the system displays the Confirm Reject Window to confirm that you wish to reject the ship to customer on the order; the system only displays the Confirm Order/Call Disposition Window if you reject the entire order. |
ALL |
The system creates a record in the Order Disposition Table when: • you end a call received from an external order call center that does not result in placing an order; see Order Disposition Information Captured for a Terminated Call. • you accept an order in interactive Order Entry; see Order Disposition Information Captured for an Approved Order. • you reject an order in interactive Order Entry; see Order Disposition Information Captured for a Rejected Order. In addition, the system requires you to enter an order/call disposition reject reason code at the Confirm Order/Call Disposition Window when: • you reject an order in interactive Order Entry. • you end a call received from an external order call center or select Exit at the Select Customer Sold To For Order Screen if a Universal call ID has been captured for the call in the Order Disposition table. Note: Interactive order entry in this situation does not include batch order entry, web orders, or membership orders. Identifying a Call from an External Order Call Center The system uses the presence of a Universal call ID defined in the Order Disposition table to determine if a call has been received from an external order call center. Note: The system does not create a record in the Order Disposition table when you receive a call from an external order call center and immediately select Maintain at the Select Customer Sold To For Order Screen. Multiple Recipient Orders If an order contains multiple ship to customers, the system creates one record in the Order Disposition Table for the order for the first ship to customer. If you reject a ship to customer, but not the order, the system displays the Confirm Reject Window to confirm that you wish to reject the ship to customer on the order; the system only displays the Confirm Order/Call Disposition Window if you reject the entire order. |
NONE or blank |
The system does not capture order/call disposition activity in the Order Disposition table. In addition, the system displays the Confirm Reject Window when you reject an order. |
For more information:
• Tracking Order/Call Disposition Activity
• Working with Order/Call Disposition Reject Reason Codes (WWRR)
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IN03_02 OMSCS 18.1 April 2019 OTN