Selecting Customers in Order Entry
Purpose: This topic describes how to select the customer to enter an order. You can find the customer by entering the customer number, scanning for the customer number, or selecting Create to add the customer record to the system.
This is the first step in entering a new order.
In this chapter:
• Select Customer Sold To For Order Screen
• Ghost Customer Number Warning Window
- Carrying Forward Search Information
• Change Cust Sold to Name & Address Screen
• Customer Order History Window
• Work with Customer Call Log Screen (WCLL)
• Log Telephone Call Screen (Entering or Changing a Call)
Select Customer Sold To For Order Screen
If using the Customer Selection screen: Use this screen to select a customer for order entry. This screen allows you to review customer and order information and advance to a number of additional functions. See Customer Selection Screen.
You can select a customer from this screen by:
• entering a customer number
• scanning for a customer
• creating a customer during order entry
Customer Workflow Management window: The Customer Workflow Management Window automatically opens when you select a customer for order entry if open or in use ticklers exist for the sold to customer. Select Ticklers at this window to advance to the Work with Ticklers Screen (sold to customer view) where you can review and work with ticklers associated with the sold to customer.
How to display this screen: Select OK at the Default Values for Orders screen, unless:
• If you are flagged as a CTI user, you advance instead to the Customer Selection Screen.
• If the ORCE Customer Integration (L37) system control value is set to INTERACT, you advance instead to the Customer Scan Screen.
Field |
Description |
Batch # |
The number identifying the batch you are currently working with. Displayed only if you selected the Error order batches option at the Default Values for Orders screen. Numeric, 5 positions; display-only. |
A code to identify a group of customers. Use source codes to define freight methods, track your marketing efforts, and for reporting. Included when? The source code field is included and enterable only if the Cross company scan field in the Company table is selected and you do not choose to scan from the Customer Selection Screen. If the field is included, you can scan into other companies that have the same setting in the Active company field in the Company table as your company. If You enter a source code When you enter a source code in this field and select OK, the system: • displays the description of the source code to the right of this field. • displays the code and description of the offer associated with the source code underneath this field. • defaults the source code to the order. To scan for a source code If you prompt on the Source code field, you advance to the Select Source Screen, where you can select a source code. Note: If you select a source code that is defined in multiple Order Management System companies, the system returns you to the Select Customer Sold To For Order Screen or the Customer Scan Screen in the company with the lowest company number. For example, if source code A123 is defined in companies 7 and 12 and you select A123 from the Select Source screen, the system returns you to the Select Customer For Order screen in company 7. If you receive calls from an external order call center If you have enabled Order Management System to receive calls from an external order call center, the system defaults the source code associated with the call to this field. In addition, if the Capture Order/Call Disposition (K03) system control value is set to ALL, the system creates a record in the Order Disposition Table so that you can track order/call disposition activity; see Tracking Order/Call Disposition Activity. Code: Alphanumeric, 9 positions; optional. Description: Alphanumeric, 30 positions; display-only. |
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Offer code and description (unlabeled field below Source code) |
The code and description of the offer associated with the source code you entered in the Source code field. Code: Alphanumeric, 3 positions; display-only. Description: Alphanumeric, 30 positions; display-only. |
Customer (Sold-to customer number) |
A number assigned by the system to identify the customer. You advance immediately to the initial order entry screen to enter an order for this customer when you enter a valid customer number. See Entering a Customer Number. Ghost? If you enter the number of a Ghost customer, the Ghost Customer Number Warning Window, informs you that the customer number you entered has been merged with another customer number. Numeric, 9 positions; optional. |
Match code |
A code that the system assembles in the format you define through the Match Code function. The match code contains elements of the customer's name and address. The system assigns a match code to every customer on the system to identify duplicate customers and to detect fraudulent addresses. Enter a match code to advance to a scan screen that lists customers whose match codes follow your entry alphanumerically. Select the customer for order entry from the scan screen. See Scan Types. Two examples of match codes are: BILHINHER12345 CHRSWE22H02062 See Setting Up Match Codes (MMCH). Alphanumeric, 15 positions. |
Postal code |
A postal delivery area. Enter a postal code/last name or postal code/company name combination to advance to a scan screen that lists customers whose postal codes/last names or postal codes/company names follow your entries alphanumerically. Select the customer for order entry from the scan screen. See Scan Types. Scan length: The Postal Code Scan Length (F61) system control value controls how many characters of the postal code to use when searching for a customer. See that system control value for a discussion. See Setting Up the Zip/City/State (Postal Code) Table (WZIP). Alphanumeric, 10 positions. |
Last name |
The sold-to customer's last name. Enter a full or partial last name to advance to a scan screen that lists customers whose names follow your entry alphanumerically. Enter a full (not partial) last name and first name to advance to a scan screen that lists customers with last names and first names that follow your entry alphanumerically. Select the customer for order entry from the scan screen. See Scan Types. Alphanumeric, 25 positions. |
First name |
The sold-to customer’s first name. Enter a last name, first name, and postal code to advance to a scan screen that lists customers by postal code, last name, and first name, positioned to the customer you entered. Select the customer for order entry from the scan screen. See Scan Types. You cannot scan on first name alone. Alphanumeric, 25 positions. |
Company |
The sold-to customer's company name. Enter a full or partial company name to advance to a scan screen that lists customers whose company names follow your entry alphanumerically. Select the customer for order entry from the scan screen. See Scan Types. Alphanumeric, 30 positions. |
Telephone # |
The daytime, evening, fax, or mobile telephone number of the sold-to customer. Enter a full or partial telephone number to advance to a scan screen that lists customers whose telephone numbers follow your entry alphanumerically. Select the customer for order entry from the scan screen. See Scan Types. You can define a telephone number format for each country to map to the phone numbers operators enter into the system. See Setting Up the Country Table (WCTY). Alphanumeric, 14 positions. |
An additional number to identify the sold-to customer. This may be a customer number from another system. Field label: The field label on this screen is based on the name you enter in the Alternate Customer Number Label Description (H95) system control value; if you do not enter a name in this system control value, the field label is Alt customer. Example: Note: Scanning by the alternate customer number of a ghost customer is not currently implemented if the Display Alternate Customer Cross Reference Window (I84) system control value is selected. Alternate customer number cross-reference: Enter an alternate customer number to advance to a subsequent scan screen that lists customers by alternate customer number. See Display Alternate Customer Cross Reference Window (I84) for more information. Alphanumeric, 15 positions. |
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Email Address |
An email address for the customer. When you enter a full or partial email address, you advance to the Scan Customer by Email Address screen, where you can scan by any email address on file for a sold-to customer. Not case sensitive; use the correct upper or lower case letters. See Scan Types. Alphanumeric, 50 positions. |
Screen Option |
Procedure |
Change the default value for one or more order entry fields |
Select Change Defaults. See Setting Defaults in Order Entry. |
Enter an order or quote for a new customer |
Select Create. See Entering Orders for standard order entry or Entering Pre-Order Quotes for quote entry. |
Change an existing order or quote |
Select Maintain. See Performing Order Maintenance for standard order maintenance or Maintaining Quotes in Order Maintenance for quote maintenance. |
Inquire on an item's availability, use the notepad function to select items for a new order, or capture lost sales |
Select Item Avail. See Display Item Availability Screen. |
Mail a catalog to a new or existing customer |
Select Catalog Request. See Entering Catalog Requests (WCAT). |
Exit the screen and return to the main menu |
Select Exit. If the Capture Order/Call Disposition (K03) system control value is se to ALL, and you advanced to this screen from a call received from an external order call center, the system displays the Confirm Order/Call Disposition Window where you must enter the reason for exiting this screen instead of creating an order. In addition, the system creates a record in the Order Disposition Table; see Tracking Order/Call Disposition Activity. |
Purpose: If you are working in a company that has cross-company scanning enabled and you do not use the Customer Selection Screen, you can scan into other companies that also have cross-company scanning enabled. You can scan only across companies that have the same setting in the Active company field in the Company table; this prevents you from inadvertently scanning from a test or training company to a “live” company, or vice versa. See Working with Companies (WCMP).
How to display this screen:
• enter a valid source code for a different, compatible company in the Source code field at the Select Customer Sold To For Order Screen; the source code and description, associated offer, and description display, and the selected company name is listed at the top of the screen; or
• click on the arrow in the Source code field.
Note: If the Sort Source Codes Prompt by Description in Order Entry (F67) system control value is selected, the system displays source codes alphanumerically by source code description instead of by source code.
Field |
Description |
Source |
A code to define a group of customers. See Working with Source Codes (WSRC). Alphanumeric, 9 positions; optional. |
Description (Source code description) |
The description associated with the source code. You cannot scan on this field. Alphanumeric, 25 positions; display-only. |
Cmp (Company) |
A code representing the company associated with the source code. Numeric, 3 positions; optional. |
Ofr (Offer) |
A code representing a catalog, advertisement, or other means of presenting merchandise to your customers. Each source code is associated with an offer. See Working with Offers (WOFR). Alphanumeric, 3 positions; optional. |
Description (Offer description) |
The description associated with the offer. You cannot scan on this field. Alphanumeric, 25 positions; display-only. |
Screen Option |
Procedure |
Select a source |
Select a source code to return to the Select Customer Sold To For Order Screen in the company associated with the source code. For example, if you select source code A123 and it is a source code for company 7, the system returns you to the Select Customer Sold To For Order screen in company 7. Note: If you select a source code that is defined in multiple Order Management System companies, you return to the Select Customer For Order screen in the company with the lowest company number. For example, if source code A123 is defined in companies 7 and 12 and you select A123 from the Select Source screen, you return to the Select Customer For Order screen in company 7. |
Create a new source code |
Select Create. See Working with Source Codes (WSRC). |
Purpose: Enter a customer number in the Customer field to select the customer placing the new order. Information on file for this customer is listed for the new order, but can be updated.
Note: The system updates customer information in the Customer table automatically when you change the customer's name or address during order entry.
Ghost Customer Number Warning Window
Ghost customers are customers whose records have been merged with the records of matching customers when you performed a merge/purge.
The ghost customer is the source customer in the merge; records for the source customer are merged with the records for a matching target customer; the system selects the most up-to-date information for target and source and saves these records in the target customer’s record. When performing the merge you can elect to flag a source customer as a Ghost on the Work with Source Customers Screen. Ghost customer records are retained in the Customer Sold To table for informational purposes, but Ghost customers do not have order history, billing history, mail history or entity information, since all related history records are merged into the source (target customer) records.
When you enter the number of a ghost customer, the pop-up Warning Window opens.
Select Continue to advance to the order header screen with the target customer number entered on the order. For example, if you enter 202, a ghost customer, the system will display this window informing you that customer 202 has been merged into customer 137. When you continue with the order process, customer 137 will default on the Work with Order screen.
See Working with Merge/Purge Sold-to Names (MMCS) for more information on the merge/purge function.
Scanning for a Customer Number
Purpose: Enter information in any of the scan fields on the Select Customer Sold To For Order screen to locate a customer for order entry if you do not know the customer number.
Purpose: Enter any combination of customer information in the scan fields. You advance to a scan screen that lists the customers who closely match the information you entered. Each of these subsequent scan screens (except the Scan Customer by Phone Number and Scan Customer by E-mail Address screens) includes the customer name or company name, customer number, street address, city, state and postal code.
Several types of scans are available for customer selection, including Scan Customer by...
• Match Code
• Postal Code/Last Name
• Postal Code/Last Name/First Name
• Postal Code/Company Name
• Last Name
• Last Name/First Name
• Company Name
• Phone Number
• Alternate Customer Number
• E-mail Address
You can enter partial or full information into any of the scan fields. For example, you can enter J or JONES in the Last name field to locate Howard Jones. (The First name field must be used in conjunction with the Last name and Postal code fields; you cannot scan on first name alone, or on last name, first name.)
Note: Be as specific as possible when you enter scan information because the resulting scan screen will list only those customers who match the scanning criteria.
After entering scanning information, you advance to a scan screen that lists customers who closely match the information entered. The customers are listed alphabetically or numerically from the first record that matches your scan information until the end of the table.
Note: The E-mail Address scan field is not case sensitive; an email address of abc@commercialware.com matches an entry of ABC@COMMERCIALWARE.COM, and vice versa.
Alphabetic Scan: For example, you receive this type of scan if you enter J in the Last name field:
JAM
JANE
JONES (etc.)
However, you receive this type of scan if you enter JONES in the LAST NAME field:
JONES
JONESBURY
JONESTOWN (etc.)
Numeric Scan: You receive this type of scan if you enter 0 in the Postal code field:
01519
01527
01560 (etc.)
However, you receive this type of scan if you enter 02062 in the Postal code field:
02062
02069
02074
E-mail Address Scan: You receive this type of scan if you enter aaa or AAA in the E-mail Address field:
aadams@commercialware.com
bcominski@commercialware.co
zyarrow@commercialware.com
AAAcat@commercialware.com (etc.)
There are several ways to select a customer for order entry from the scan screen, depending on whether the customer is listed.
If the customer is listed: Enter a 1 next to the appropriate customer number to select the customer for order entry.
If you're not sure if this is the right customer: Select Display for a customer number to review additional information about the customer, such as telephone numbers. If the customer is correct, enter a 1 next to the customer number
If the customer is not listed: There are two things you can do:
• Continue your search by scrolling through customer records (select Next). Additional customer records are available if a + appears in the lower right of the screen.
• Select Create to enter an order for a new customer. The system assigns a customer number to the new customer and captures the customer's name and address information in the Customer table under the new customer number.
Carrying Forward Search Information
When you select Create to create a new customer after you have scanned on postal code, company, last name, or any combination of these fields, the search information you had entered defaults onto the order header. This defaulting saves you keystrokes when you enter the information to create the new customer in your company.
For example, if you:
• enter a last name at the Select Customer Sold To For Order Screen, and
• select Create at the Scan Customer by Last Name field
when you advance to the Work with Order Screen, the last name you entered will default into the appropriate field.
Similarly, if you:
• enter a postal code and company name at the Select Customer Sold To For Order Screen, and
• select Create at the Scan Customer by Postal Code/Company screen
When you advance to the Work with Order Screen, the company name and postal code default into the appropriate fields. The city, state, and country associated with the postal code also default.
Note: The most recent search information you have entered defaults onto the order header. If you enter additional or different information at a subsequent scan screen, this is the information that will default.
Change Cust Sold to Name & Address Screen
Purpose: Use this screen if you need to update the address.
How to display this screen: Select Change for the customer number at a scan screen, or select Customer Maintenance at the Customer Selection Screen. You can update the customer's permanent name and address information on this screen. This is an easy way to update the customer record without exiting order entry.
Note: The Display/Update Bill to Screen opens if the Sold-to customer is linked to a permanent Bill-to account and Update Bill-to Address with Sold-to Address Changes (E13) is selected in the System Control table. The screen enables you to update the changes made to the Sold-to address to the Bill-to address.
Field |
Description |
Customer # |
A unique number to identify a customer. The system assigns a customer number automatically when you create a new Sold To Customer record. The system assigns the customer number whether or not you complete the customer record. Numeric, 9 positions; display-only, assigned by the system. |
Name |
The following 5 fields are available for you to enter the customer's full name: Prefix A title (such as “Mrs.” or “Dr.”) that precedes the customer's name. The prefix prints on labels and forms. Alphanumeric, 3 positions; optional. First Name The Sold-to customer's first name. Alphanumeric, 15 positions; optional. Initial The initial of the customer's middle name. Alphanumeric, 1 position; optional. |
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Last Name The customer's last name. Alphanumeric, 25 positions; required if company name is not present. Suffix An addition to the customer's full name (such as “M.D.,” “Fr.,” or “III”). The suffix prints on labels and forms, but is not accessible to scans. Alphanumeric, 3 positions, optional. |
Company |
The name of the company associated with the customer placing the order. Alphanumeric, 30 positions; required if last name is not present. |
Address |
The customer's street address, plus three additional lines for the customer's delivery address. This is the primary delivery address. Shipping to a Post Office Box To ship to a Post Office Box, enter POST OFFICE BOX, POST BOX, or any variation of PO BOX (with or without spaces or non-alphabet characters, such as P.O. BOX), and the box number in the customer’s street address. During order processing, the system validates that the carrier can ship to a post office box (as defined in the Ship Via table). Example: Enter P.O. Box 9999 in the Street field to indicate delivery to a post office box instead of a home or company address. Note: If you type POST OFFICE BOX, POST BOX, or any variation of PO BOX in the customer’s street address during order entry or through the Order API, the system automatically selects the PO box field for the customer. However, if you remove this text from the customer’s street address, the system does not automatically unselect the PO box flag. Note: When you create a customer outside of order processing, you need to select the PO box field manually. Alphanumeric, 32 positions; required. |
Apt/suite |
The apartment number or suite number associated with the customer's delivery address. Follow these steps to enter an apartment or suite address: • Type APT to indicate an apartment or STE to indicate a suite. • Insert a space and type the number of the apartment or suite, for example: APT 4 or STE 116. Addresses must conform to United States Parcel Service (USPS) address formatting field description standards. For example, always precede the apartment or suite number with the appropriate abbreviation (for example, APT or STE). Alphanumeric, 10 positions; optional. |
Postal code |
The postal or zip code for this customer. This code represents a delivery area. The system calls a user-defined program to validate postal code formats outside the Order Management System environment if you set the External Postal Code Validation (E62) system control value to Y. Required only if the Require postal code? flag is selected for the country; see Setting Up the Country Table (WCTY). If a postal code is required for the country, it is validated against the Zip/City/State (Postal Code) table; see Setting Up the Zip/City/State (Postal Code) Table (WZIP). Note: The system fills in the City and State fields appropriately if you set up the Postal Code/City/State table and you enter a valid postal code. Alphanumeric, 10 positions; required or optional based on country. |
City |
The city where the customer lives or receives mail or shipments. Alphanumeric, 25 positions; required. |
St (State) |
The state or province where the customer lives or receives mail or shipments. State codes are defined in and validated against the State table, accessible through the Work with Countries menu option; see Setting Up the Country Table (WCTY). Required only if the Require state? flag is selected for the country. The system validates that the state you enter is assigned to the SCF for the postal code. Alphanumeric, 2 positions; required or optional based on country. |
Ctry |
The code for the customer's country. Country codes are defined in and validated against the Country table. The Default Country for Customer Address (B17), if any, from the System Control table defaults here when you create a new customer; however, you can override the default. Alphanumeric, 3 positions; required. |
Delivery |
Identifies a business (commercial) or residential address. Used to calculate shipping charges for shippers that use rate tables (such as U.P.S.). The Default Delivery Code for New Order Entry Customers (D13) system control value defaults here; however, you can override this default. Valid values: • Business = Business rate table determines shipping charges. • Residential = Residential rate table determines shipping charges. • No distinction = No distinction between business and residence. Note: Only Business and Residential are valid values for U.P.S. The system defines the shipper on an order as U.P.S. if the Type field in the Ship Via table = U; see Working with Ship Via Codes (WVIA). Required. |
Class |
A code that categorizes customers at a high level for reporting purposes. You can use customer class codes to: • send offers to a limited group of customers • restrict item sales to a group of customers • bypass normal item reservation (If the customer is assigned to a class flagged to bypass reservation, then the bypass setting applies even if the Bypass reservation setting for the customer is unselected) • determine whether to prompt for user-defined fields in order entry You can define a Default Customer Class in Order Entry (D63) to assign to all customers you create through order entry. Required? The Require Customer Class in OE, WCAT, and WCST (H85) system control value defines whether this field is required. Secured? The Maintenance of Customer Class Field (B07) secured feature defines whether you can enter or maintain the customer class field at this screen. Note: If the Require Customer Class in OE, WCAT, and WCST (H85) is selected and the customer does not have a customer class code assigned, a user who does not have authority based on the Maintenance of Customer Class Field (B07) secured feature cannot update a customer. See Setting Up the Customer Class Table (WCCL) on working with customer classes. Alphanumeric, 2 positions; optional. |
Mail flag |
Controls whether the customer receives future catalogs. Not to be confused with the three-position, alphanumeric Mail code field described above. This field is selected or N for new customers (added through order entry or a catalog request), depending on the value in the Default Mail Name (D10) system control value. Also defaults into the mail code on the first Create Customer Sold To screen, although you can override it. Valid values are: • selected = Mail catalogs to the customer • unselected = Do not mail catalogs to the customer |
Rent flag |
Controls whether to include the customer's name in lists you sell to other companies for their own catalog mailings. This field is selected or N for new customers (added through order entry or a catalog request), depending on the value in the Default Rent Name (D11) system control value. Valid values are: • selected = You can sell the customer's name to another company • unselected = Do not sell the customer's name to another company |
Opt in/Opt out |
Indicates the preferred method of correspondence for the primary email address. Valid values are: • O1 (Email) = Email is the preferred method of correspondence. • O2 (Order-only email) = Use email for order-related correspondence only; generate a document for other correspondence. • O3 (No email) = Do not use email for any correspondence; generate a document instead. • O4 (Do not ask the customer) = Do not ask the customer for his/her email address; the customer has already been asked and has declined to provide it. The system does not generate any email correspondence to the customer, even if an email address is specified. For a new customer, this value defaults from the Default Opt In/Opt Out Flag (G97) system control value, but you can override the default. Note: The above values use the letter O, not the number 0 (zero). |
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Email notifications: See When Does the System Generate an Email Notification? for an overview. Outbound email API: The opt in/opt out settings controls the generation of the Outbound Email XML Message (CWEmailOut) using the same logic as the generation of outbound emails. See Outbound Email API for an overview. Updating from an external system: See Receiving Customer Email Status Updates From an External System for an overview and the required setup. Alphanumeric, 2 positions; required. |
Mail code |
This code specifies how often, and under what conditions, you send mail to the customer. You can use this code to indicate the customer's mail preferences with more precision than the Mail flag, discussed below, permits. Mail codes are defined in and validated against the Mail/Call Code table. See Working with Mail/Call Codes (WMCC). After you create a sold-to customer at this screen, the value in the Mail flag defaults into the mail code field if you have not entered a mail code. You must define this value (either Y or N) in the Mail/Call Code table or the screen displays an error message. Alphanumeric, 3 positions; optional. |
Call code |
This code specifies how often, and under what conditions, you call the customer. Call codes are defined in and validated against the Mail/Call Code table. See Working with Mail/Call Codes (WMCC). Alphanumeric, 3 positions; optional. |
Telephone |
The phone numbers and extensions for the sold-to customer. The Third Phone Number Type (L53) system control value determines whether the third phone number is labeled the Fax or Mobile number. Phone number: alphanumeric, 14 positions each field; display-only. Extension: alphanumeric, 4 positions; display-only. |
Pop Up Messages |
Four optional message lines. Where do these messages display? These messages display on the: • Customer Selection Screen as one 80-position field. Note: The system does not add or remove any spaces when displaying these messages as one 80-position field; enter the text as you wish it to display. For example: If a word ends at the end of a message, put a space at the beginning of the next message so that the next word is separated from the previous word. If a word splits between the end of one message and the beginning of the next message, do not add a space at the end of the first message or the beginning of the next message. • Display Pop Up Msgs For Window in order entry for this customer unless the customer advanced to the order from the Customer Selection Screen. Secured feature: The Access to Customer Pop-up Messages (A79) secured feature controls whether you can create or change a customer message. If this secured feature is set to *ALLOW, you can create or change a customer message. If this secured feature is set to *EXCLUDE, the message fields are display-only. Alphanumeric, 20 positions each field; optional. |
Email address |
The customer's primary email address. This address, like any other email addresses for the customer, is stored in the Customer Sold To Email table; in addition, the primary email address is also stored in the Customer Sold To table. The primary email address defaults in order entry. See Working with Customer Email Addresses for an overview. Alphanumeric, 50 positions; display-only. |
Screen Option |
Procedure |
Work with customer notes |
Select Customer Notes to advance to the Edit Customer Notes Screen. |
Purpose: Select Create at the Select Customer Sold To For Order Screen to enter a new order and add a new customer to the system at the same time. You can add a new customer at the Work with Order Screen using the fields below. Notice that the customer name and address fields are blank on the order entry screen so that you can enter a new order, enter customer information, and create a customer record on the system at the same time.
If you had previously searched for a customer by scanning on postal code, company name, or customer name, this information defaults into the appropriate fields when you create a new customer. See Entering Orders for complete descriptions of each customer-related field.
Customer price group: If you do not assign a customer price group to a new customer, the system assigns the customer price group defined in the Customer Price Group Code for CPG Pricing Only (L58) system control value to the customer.
Purpose: This window identifies a customer who should be given preferential treatment because of the dollar value of purchases made since the first order.
Pops up when? This window opens only for customers who have made purchases greater than the value in the $ Value field defined for the Customer LTD purchase dollars threshold in the Threshold table.
You can verify this threshold through the Work with Thresholds function (fast path = WTHR). The Customer LTD purchase dollars record is identified by the threshold code of LP.
This threshold option is delivered with the system; you may set this value at any dollar amount.
This window opens when:
• You enter a customer number in the Customer field on the Select Customer Sold To For Order Screen, or
• You select a customer record on a Customer Scan screen, and
• The total customer purchases are greater than the amount in the $ value field for the Customer LTD purchase dollars threshold.
Customer Order History Window
Field |
Description |
Customer# (Sold-to customer number) |
A number assigned by the system to identify the customer who is placing the order. A record exists in the Customer Sold-to table under this number. Numeric, 9 positions; display-only, assigned by the system. |
$ orders LTD |
The cumulative dollar value of orders placed by this customer since the customer first placed an order on the system. This information accumulates in the Sold-to Customer History table. The system updates this value each time the customer places an order. Note: This field does not include the dollar value associated with pre-order quotes; see Entering Pre-Order Quotes for an overview. Numeric, 13 positions with a 2-place decimal; display-only, updated by the system. |
Completing this screen: You have selected the customer for order entry through the customer number, a customer scan, or by selecting Create. Now you are ready to enter the order. Continue with Entering Orders for more information.
Purpose: Use this screen to review a customer's address information and order history before entering or maintaining an order, or to advance to:
• standard order inquiry
• customer maintenance
• reviewing item availability
• catalog requests
• customer notes
• operator statistics inquiry
• call log entry or inquiry
Actual CTI interface not necessary: It is not necessary to use actual computer telephony integration (CTI) to use this screen. You can simply use the screen as an alternative to the Select Customer Sold To For Order Screen. See Use Computer Telephony Integration (F26) for more information on setting up telephony integration.
Customer Workflow Management window: The Customer Workflow Management Window automatically opens when you select a customer if open or in use ticklers exist for the sold to customer. Select Ticklers at this window to advance to the Work with Ticklers Screen (sold to customer view) where you can review and work with ticklers associated with the sold to customer.
How to display this screen: This screen opens automatically when you complete the Default Values for Orders screen if:
• the Use Computer Telephony Integration (F26) system control value is selected for any company on your system
• the CTI user field in Work with Users is selected
• the CTI default screen field in Work with Users is set to Always display CTI screen
Customer and order information: The top half of the screen displays information about the customer. All fields are display-only. If you need to change customer information, select Cust Maint to advance to the Change Cust Sold to Name & Address Screen.
The bottom half of the screen displays information about the customer's past orders. You can maintain or inquire on a specific order by selecting Change or Display, respectively, for the selected order; or, you can advance to the order maintenance selection screen by selecting Order Maint.
How to display a customer: You can display customer and order information by:
• entering a valid customer number in the Sold to field, or scanning for the customer by prompting on the field
• entering a valid order number for a customer in the Order # field
See the field descriptions below for more information.
Field |
Description |
The number to identify the sold-to customer who is calling. To scan: You can enter the customer number in this field, or you can scan by clicking on the arrow. The Select Customer Sold To pop-up window opens. See the description of the Select Customer Sold To For Order Screen for complete field descriptions and instructions. Numeric, 9 positions; optional. |
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Name |
The customer's name, consisting of: Prefix A title (such as “Mrs.” or “Dr.”) that precedes the customer's name. Alphanumeric, 3 positions; display-only. First Name The Sold-to customer's first name. Alphanumeric, 15 positions; display-only. Initial The initial of the customer's middle name. Alphanumeric, 1 position; display-only. Last Name The customer's last name. Alphanumeric, 25 positions; display-only. Suffix An addition to the customer's full name (such as “M.D.,” “Fr.,” or “III”). Alphanumeric, 3 positions, display-only. |
Company |
The name of the company associated with the customer. Alphanumeric, 30 positions; display-only. |
Street |
The customer's street address. This is the primary delivery address. Alphanumeric, 32 positions; display-only. |
Apt./suite |
The apartment number or suite number associated with the customer's delivery address. Alphanumeric, 10 positions; display-only. |
City |
The city where the customer lives or receives mail or shipments. Alphanumeric, 25 positions; display-only. |
St (State) |
The state or province where the customer lives or receives mail or shipments. Alphanumeric, 2 positions; display-only. |
Postal code |
The postal or zip code for this customer. Alphanumeric, 10 positions; display-only. |
Country |
The code for the customer's country. Alphanumeric, 3 positions; display-only. |
The customer's primary email address. This address, like any other email addresses for the customer, is stored in the Customer Sold To Email table; in addition, the primary email address is also stored in the Customer Sold To table. The primary email address defaults in order entry. See Working with Customer Email Addresses for an overview. Alphanumeric, 50 positions; display-only. |
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Opt In |
Indicates the preferred method of correspondence. Valid values are: • O1 (All) = Email is the preferred method for all correspondence. • O2 (Order) = Use email for order-related correspondence only; generate a document for other correspondence. • O3 (None) = Do not use email for any correspondence; generate a document instead. • O4 (Don’t Ask) = Do not ask the customer for his/her email address; the customer has already been asked and has declined to provide it. The system does not generate any email correspondence to the customer, even if an email address is specified. Note: The above values use the letter O, not the number 0 (zero). Email notifications: See When Does the System Generate an Email Notification? for an overview. Display-only. |
Phone |
The phone numbers and extensions for the sold-to customer. The fields here are based on the following system control values: • The Phone Numbers (D15) system control value determines whether the third phone number (fax or mobile) or the evening phone number is listed after the daytime phone number. The possible settings for this system control value are DAY/EVE and DAY/FAX. • If the Phone Numbers (D15) system control value is set to DAY/FAX, the Third Phone Number Type (L53) system control value determines whether the third phone number is labeled the Fax or Mobile number. See the Phone Numbers (D15) and Third Phone Number Type (L53) system control values for more information. Phone number: alphanumeric, 14 positions each field; display-only. Extension: alphanumeric, 4 positions; display-only. |
Customer Price Group |
The code and the first 15 positions of the description of the customer price group assigned to the sold to customer. See Working with Customer Price Groups (WCPG). If you do not assign a customer price group to a customer, the system assigns the customer price group defined in the Customer Price Group Code for CPG Pricing Only (L58) system control value to the customer. Customer price group code: Alphanumeric 4 positions; display-only. Customer price group description: Alphanumeric, 15 positions; display-only. |
Msg |
One 80-position field that displays the text entered for the four 20-position Pop up window messages 1-4 fields defined for the sold to customer. Example: If the following pop-up window messages are defined for the sold to customer: • THIS SOLD TO CUSTOME • R HAS AN OUTSTANDING • BALANCE THAT MUST B • E REVIEWED ASAP. Then the Msg field displays as: THIS SOLD TO CUSTOMER HAS AN OUTSTANDING BALANCE THAT MUST BE REVIEWED ASAP. These messages display on the Display Pop Up Msgs For Window in order entry for this customer; however if you view these messages on the Customer Selection screen before advancing to an order, the pop up window does not display during order entry. Alphanumeric, 80 positions; display-only. |
Active since |
The date of the customer’s first order, from the Active since date in the Customer Sold To Order History table. Numeric, 6 positions (in user date format); display-only, updated by the system. |
LTD $ |
The total merchandise value of the orders placed by the customer, including any backordered or soldout items. This total does not reflect returns created through order entry and does not include the merchandise value associated with quotes. Updates: If the Update Demand for Order Maintenance Transactions (C72) system control value is selected, this field updates when you add a detail line(s) to an order in Order Maintenance. When you enter an exchange, the price of the exchange (replacement) item is added. If the Update Demand for Order Maintenance Transactions (C72) system control value is unselected, this field does not update when you add a detail line(s) to an order in Order Maintenance, including an exchange item. Cancellations: This total reduces when you cancel an order only if you enter a cancel reason set to update demand; otherwise, the orders amount remains the same and the Cancels amount increases. Numeric, 11 positions with a 2-place decimal; display-only. |
LTD Orders |
The gross number of orders placed by this customer. Updates: If the Update Demand for Order Maintenance Transactions (C72) system control value is selected, this field increases when you add a detail line(s) to an order in Order Maintenance. If the Update Demand for Order Maintenance Transactions (C72) system control value is unselected, this field does not update when you add a detail line(s) to an order in Order Maintenance. Cancellations: This total reduces when you cancel an order only if you enter a cancel reason set to update demand; otherwise, the orders quantity remains the same and the Cancels quantity total increases. The total does not increase when you enter a return through order entry or enter an exchange item on an order that is already open or held. Numeric, 5 positions; display-only. |
Return % |
The total percentage of items returned by this customer, calculated as: ((Return $ amount + Exchange $ amount) / Sales $ amount) * 100 Example: If the total value of returned and exchanged items is $100, and the customer’s total sales to date is $500, the return percentage is $20, or ($100 / $500) * 100. See the Display Customer Order History Screen for information on how the Sales amount and the Returns amount are calculated. Numeric, 3 positions with a 2-place decimal; display-only. |
Item class |
The three item classes from which the customer has ordered the greatest dollar value, in descending order; the three item classes on the Display Customer Item Class Screen with the highest LTD totals. The item class description is truncated to 15 positions. Item class code: alphanumeric, 3 positions; display-only. Item class description: alphanumeric, 15 positions; display-only. |
Customer Class |
A code used to group customers. See Setting Up the Customer Class Table (WCCL) for a discussion. The first 15 positions of the description of the customer class is to the right. Customer class code: alphanumeric, 3 positions; display-only. Customer class description: alphanumeric, 15 positions; display-only. |
Loyalty card# |
The loyalty card number assigned to the sold to customer through the Customer Engagement Loyalty Integration. If Oracle Retail Customer Engagement finds more than one loyalty card assigned to the customer, the system displays the first card assigned to the customer. Note: This field displays only if the Use ORCE Loyalty (M06) system control value is selected; the loyalty card number is from Oracle Retail Customer Engagement and is not stored in the Order Management System database. |
Points |
The total current earned points balance for the loyalty card assigned to the sold to customer through the Customer Engagement Loyalty Integration. Note: This field displays only if the Use ORCE Loyalty (M06) system control value is selected; the loyalty points is from Oracle Retail Customer Engagement and is not stored in the Order Management System database. |
Awards |
The total current awards balance for the loyalty card assigned to the sold to customer through the Customer Engagement Loyalty Integration. Note: This field displays only if the Use ORCE Loyalty (M06) system control value is selected; the awards balance is from Oracle Retail Customer Engagement and is not stored in the Order Management System database. |
Order# |
A number representing an order the customer has placed with your company. You can display customer information by entering a valid order number in this field. If the order is associated with a different sold-to customer, the screen displays the information on the newly-selected customer. However, if you then scan on a customer using the Sold to field at the top of the screen, the screen clears the previous customer’s information and displays the information for the newly-selected customer. Numeric, 8 positions; optional. |
Status (Order status) |
The current status of the order. Valid values are: • blank (all orders, including open) • Cancelled • Error • Held • Purged • Quote • Suspended • Closed Select a status code to display orders that match your entry. Optional. |
Type |
A code representing the type of order. Order type codes identify how you received the order, such as by phone, mail or fax, and control attributes such as screen formats, and messaging. Alphanumeric, 1 position; display-only. |
Rcp (Number of recipients) |
The number of recipients on the order. Numeric, 3 positions; display-only. |
Date |
The date you entered the order. Numeric, 6 positions (in user date format): optional. |
Order total |
The total dollar value of the order, including merchandise, tax, freight, and all other charges. Numeric, 11 positions with a 2-place decimal; display-only. |
Activity |
These fields indicate whether any item on the order has been returned or exchanged, and whether the order includes any backordered items. The return indicator (RT) is provided in column 1, the exchange indicator (EX) in column 2, and the backorder indicator (BO) in column 3. Quotes: The system does not update this field for backordered items on quotes; see Entering Pre-Order Quotes for an overview. Alphanumeric, three 2-position fields; display-only. |
R/E date |
The date of the most recent return or exchange. If an order has both a return and an exchange, the return date is provided. Numeric, 6 positions (in user date format); display-only. |
Screen Option |
Procedure |
Maintain an order |
Select Maintenance for an order to advance to the Work with Order screen. See Performing Order Maintenance. Require Order Maintenance Reason: 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 advances you to the Order Inquiry Reason Codes Window when you return to the Customer Selection screen after maintaining an order. |
Review an order |
Select Inquiry for an order to advance to the Order Inquiry screen. See Order Inquiry. Require Order Inquiry Reason: 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 advances you to the Order Inquiry Reason Codes Window when you return to the Customer Selection screen after reviewing an order. |
Enter a new order or quote |
Select Create Order. See Entering Orders for standard order entry or Entering Pre-Order Quotes for quote entry. Note: If the customer is a ghost customer, identified by the Ghost flag, the system opens the Ghost Customer Number Warning Window. |
Change the order entry defaults |
Select Change Defaults to display the Change Defaults window. |
Select an order or quote for maintenance |
Select Order Maint to advance to the order maintenance selection screen. See Selecting an Order for Maintenance. |
Change the customer's name or address |
Select Customer Maint to advance to the Change Cust Sold to Name & Address Screen. |
Review item availability, preselect items to add to an order, or enter lost sales |
Select Item Availability to advance to the Display Item Availability Screen. |
Request a catalog |
Select Catalog Requests to advance to the Create Catalog Request screen. See Entering Catalog Requests (WCAT). |
Review or work with customer notes |
Select Customer Notes to advance to the Edit Customer Notes Screen. |
Work with ticklers associated with the sold to customer |
Select Work with Ticklers to advance to the Work with Ticklers Screen (sold to customer view). |
Work with customer call log entries |
Select Call Log to advance to the Work with Customer Call Log Screen (WCLL). |
Display the Call Options pop-up window |
Select Call Options to advance to the Call Options Window in order to disconnect a call or create a call log entry. |
Review items that a customer has previously ordered |
Select Cust Item History to advance to the Customer Order Item History Screen. |
Perform a stored value card balance inquiry |
Select Balance Inquiry to advance to the Stored Value Card Balance Inquiry Screen (MSVB). Note: The system returns you to the Customer Selection screen after you complete the balance inquiry. |
Review loyalty account information for a customer that is registered in the Oracle Retail Customer Engagement Loyalty program |
Select Loyalty. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement. • If Oracle Retail Customer Engagement finds a loyalty card assigned to the customer, the system advances you to the Display Loyalty Account Screen. If more than one loyalty card is assigned to the customer in Oracle Retail Customer Engagement, the system displays loyalty account information for the first card assigned to the customer. • If Oracle Retail Customer Engagement does not find a loyalty card for the customer, the system advances you to the Customer Loyalty Registration Window, where you can select to enroll the customer in the Oracle Retail Customer Engagement Loyalty program. • If a Relate ID is not defined for the customer in the Customer Sold To table, the system displays an error message similar to the following: This customer does not have a Relate ID. • If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE. Note: This option is available only if the Use ORCE Loyalty (M06) system control value is selected. See Customer Engagement Loyalty Integration for processing details. |
Review the customer’s purchase history from Oracle Retail Customer Engagement |
Select Purchase History. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement and advances you to the Display Purchase History Screen where you can review the completed sales and returns transactions from Oracle Retail Customer Engagement. If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE. Note: This option displays only if the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Purchase History Integration. |
Review the customer’s wish list from Oracle Retail Customer Engagement |
Select Wish List. When you select this option, the system retrieves the sold to customer’s wish list information from Oracle Retail Customer Engagement and advances you to the Display Wish List Screen where you can review the items on the customer’s wish list from Oracle Retail Customer Engagement that exist in Order Management System. The message No items in wish list displays if no wish list items are returned from Oracle Retail Customer Engagement. Note: This option displays only if the Use ORCE Wish List (M26) system control value is selected and the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Customer Wish List Integration. |
Purpose: Use this window to disconnect a CTI call or advance to the Log Telephone Call Screen (Entering or Changing a Call).
Note: Transferring a call and creating a conference call are not currently implemented.
How to display this screen: Select Call Options at the Customer Selection Screen.
Field |
Description |
CTI session (unlabeled field) |
This field indicates whether your current session is being monitored for CTI call handling. • If you are in a monitored CTI session, a background job is currently running to monitor call activity for your session. For monitored CTI sessions, the first 23 positions of the Company phone number description are at the top of this screen, allowing you to identify the DNIS number the customer called and indicating which call center script the customer service representative should use when answering the call. • If you are in an unmonitored CTI session, CTI call handling is not currently active. For unmonitored CTI sessions, the word UNMONITORED displays at the top of the screen. Alphanumeric, 23 positions; display-only. |
Customer |
The number and name, or company name, of the currently selected customer. Customer number: numeric, 9 positions; display-only. Customer name: alphanumeric, 41 positions; display-only. |
Transfer/Conference extension |
The extension to which you would like to transfer the call, or with which you would like to create a conference call. Note: Transferring a call or creating a conference call are not currently implemented. Alphanumeric, 4 positions; required to transfer or conference. |
Monitored workstation |
This field is not currently implemented. |
Screen Option |
Procedure |
Transfer a call |
Select Xfer. This option is not currently implemented. |
Create a conference call |
Select Conf. This option is not currently implemented. |
Disconnect a call |
Select Disconnect. The call is ended, and you advance to the Log Telephone Call Screen (Entering or Changing a Call). |
Create a call log entry |
Select Create Log to advance to the Log Telephone Call Screen (Entering or Changing a Call). |
