Working with Contact Center (WWCC)
Contact Center is the component of Modern View that allows a customer service representative to perform order entry as well as order inquiry and order maintenance functions.
Use this menu option to configure which fields display in Contact Center and the order in which fields display on the Order Search page in Contact Center.
In this topic:
Contact Center Field Display Screen
Purpose: Use this screen to configure which fields display in Contact Center. In addition, you can use this screen to define whether the Phone Number and Email fields in Contact Center display as a hyperlink to directly call or email the customer.
How to display this screen:
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Enter WWCC in the Fast path field at the top of any menu or select Work with Contact Center from a menu.
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Select Configure Field Display on the Contact Center Order Search Field Sequence Screen.
Available Fields to Display
The Available Fields to Display section of the screen lists the fields that are available to display in Contact Center that currently will not display in Contact Center.
To select fields for display: Highlight one or more fields that you wish to select and drag the fields over to the Selected Fields to Display section of the screen.
Selected Fields to Display
The Selected Fields to Display section of the screen lists the fields that will display in Contact Center.
To remove fields from display: Highlight one or more fields that you wish to select and drag the fields over to the Available Fields to Display section of the screen.
Select to set as a hyperlink
The Select to set as a hyperlink section of the screen allows you to define whether the Phone Number and Email fields in Contact Center display as a hyperlink to directly call or email the customer.
Phone set as a hyperlink:
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Selected = The Phone Number field in Contact Center displays as a hyperlink. When you select the Phone Number field in Contact Center, the system advances you to the default application used to initiate phone calls. If a default application is not defined, a window displays where you can select the application to use to call the customer.
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Unselected (default) = The Phone Number field in Contact Center displays as text only.
Email set as a hyperlink:
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Selected (default) = The Email field in Contact Center displays as a hyperlink. When you select the Email field in Contact Center, the system advances you to the default application used for email. If a default application is not defined, a window displays where you can select the application to use to email the customer.
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Unselected = The Email field in Contact Center displays as text only.
Fields Available for Configuration
The following fields are available to display or hide in Contact Center.
Field | Description |
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Affect Inventory |
Defines whether the system reserves an item and reduces inventory for the item after shipment. Valid values are:
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Arrival Date |
The date an item is scheduled to be shipped to the customer. Alphanumeric, 6 positions, in user date format. |
Backorder Priority |
The backorder priority defined for a source code. The system defaults the backorder priority to orders assigned to the source code.
The Evaluate Backorders program runs in the background and matches available inventory to backorders. Numeric, 1 position. |
Batch Number |
Allows users to search orders based on the error order batch number value. Numeric, 5 positions. |
Broker Delivery Type |
Defines whether the order is fulfilled through the Order Orchestration Integration. Possible settings are:
Note: This setting does not indicate whether the order includes any brokered backorder lines (in which Order Administration assigns backordered items to the Order Orchestration for fulfillment). |
Calculate Shipping |
Defines whether the system calculates and adds shipping charges to the order.
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Cancel Backorder |
Defines whether to automatically cancel items that are unavailable (backordered) with the first shipment on the order. Valid values are:
If this field is selected, any unshipped line on an order is canceled during billing using the Auto Soldout Cancel Reason (C20), provided this system control value specifies a valid cancel reason code. |
Cancel Date |
The date the customer wants the order canceled if it has not been shipped. The order is not canceled automatically, but is listed on the Order Cancellation List. You can cancel the order manually or contact the customer to extend the deadline. Numeric, 6 positions (in user date format). |
Coordinate Group |
A number assigned to two or more items to ensure that they ship together. Numeric, 2 positions; display-only. |
Coupon |
A code that identifies the coupon applied to an order or order detail line. Alphanumeric, 6 positions; optional. |
Coupon Amount |
Indicates the amount of the discount.
Numeric, 13 positions with a 2-place decimal. |
Customer Class |
A code that categorizes customers at a high level for reporting purposes. You can use customer class codes to:
Alphanumeric, 2 positions. |
Discount Percent |
The percentage discount to apply to an order in Contact Center order entry. Controls whether this field is available at the Select Shipping Option and Enter Other Details step in Contact Center order entry. Does not control whether a discount percentage field is available anywhere else in Contact Center, such as through the Order Summary page. Regardless of this setting, entry of value in this field is restricted if integration to Oracle Retail Promotion Engine (ORPE) is enabled (SCV M77). Note: The Discount Percent option is available after the Weight field at the Contact Center Field Display Screen; it is not listed alphabetically. Numeric, 5 positions with a 2-place decimal. |
Gift Wrap |
A flag that identifies whether an item is gift wrapped. Valid values are:
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Offer Code |
A code for the catalog, space, or television advertisement from which you accept quotes and orders. The offer defined for the quote or order controls how to calculate shipping and price items. However, if you override the offer for an item (if the customer is ordering from more than one catalog, for example), demand for the item is attributed to the offer associated with the item rather than the order. Demand represents the number and dollar value of orders placed against an offer. Offers are defined in and validated against the Offer table. You can create and work with offers using the Work with Offers (WOFR) menu option. Alphanumeric, 3 positions. |
Phone |
The customer’s telephone number. Alphanumeric, 14 positions. |
Priority |
Used by the Evaluate Backorders program to match items to backorders. Immediate Reservation If you use Immediate Reservation, this value determines the sequence in which orders with backordered items receive inventory. The Evaluate Backorders program uses the priority to determine which backorders receive stock first. Numeric, 1 position. |
Purchase Order Number |
The customer's purchase order number. Alphanumeric, 15 positions. |
Quote Origin |
Defines whether the order originated from a pre-order quote.
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Recalculate Shipping |
Defines whether to recalculate shipping charges.
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Sales Representative |
The person who is credited for making the sale. This is the person who is responsible for obtaining the customer's order; this may not be the same person who enters the order on the system. Sales representatives are defined in and validated against the Salesman table. You can create and work with sales representatives in the Work with Sales Representatives (WSLS) menu option. Numeric, 7 positions. |
Sales Representative Store |
The store associated with the sales representative. |
Shipping |
The total charge for shipping the quote or order, not including additional shipping charges. You can define additional shipping charges for a carrier to include standard freight; in this case, this field is blank. See the Add'l freight (Additional freight charges) field. This field also includes service charges by ship via, if any. This field also includes order weight charges based on the ship via defined for each ship to customer on the order. See Working with Ship Via Codes (WVIA). The system calculates shipping charges based on the freight method defined for the source code. If the system calculates freight as a percentage of the merchandise charges, there might be a penny variation in total freight amount due to rounding differences. Numeric, 13 positions with a 2-place decimal. |
Source Code |
The source code from the order header. Source codes are unique codes used to identify segments of your customer base or a rented list. Each source code is assigned to one offer and one division. Source codes control the freight and pricing method used on an order. Alphanumeric, 7 positions. |
Warehouse |
A code that identifies the warehouse from which merchandise on the order ships. A value appears in this field only if it was entered during order entry or order maintenance or was passed through the Order Orchestration Integration for a retail pickup or delivery order. Warehouse code: numeric, 3 positions. |
Weight |
The total shipping weight of the items on the order, excluding soldout, cancelled, and returned items. Numeric, 13 positions with a 3-place decimal. |
Contact Center Order Search Field Sequence Screen
Purpose: Use this screen to define the order in which fields display on the Search for Orders and Customers page in Contact Center, as well as on the Home page.
How to display this screen: Select Configure Search Field Sequence on the Contact Center Field Display Screen.
When you advance to this screen, the system displays the configuration that is currently defined.
Delivered Order Information Settings: The delivered sort order for the Search for Orders panel in Contact Center is:
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Order Number
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Order Date
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Invoice Number
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Alternate Order Number
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Last 4 Digits of Payment Card
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Item ID and SKU
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Order Status
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Origin
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Pick Control Number
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User ID
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Sales Rep Number
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Batch Number
The delivered number of Order Quick Search fields is 1.
The delivered setting of the Use Oracle Retail Customer Engagement Customer Number on Search is unselected.
Delivered Customer Information Settings: The delivered sort order for the Search for Customers panel on the Search for Orders and Customers page, Home page, and search page of Contact Center Order Entry is:
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Email Address
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Phone Number
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First Name
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Last Name
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Company Name
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Postal Code
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Customer Number
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Match Code
The delivered number of Customer Quick Search fields is 6.
Field | Description |
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Search by Order Information Fields |
The order in which to display the fields in the Search for Orders panel of the Search for Orders and Customers page, as well as the Home page in Contact Center. You can define the sort order of the following fields:
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Use Oracle Retail Customer Engagement Customer Number on Search |
Indicates whether to search for customers at the Home page or the Search for Orders or Customers page in Contact Center, as well as in Contact Center Order Entry, based on the Order Administration customer number or the Customer Engagement customer number. Note: This setting applies only when the ORCE Customer Integration (L37) system control value is set to INTERACT. With this setting, Customer Engagement is the system of record for customers, so Order Administration searches for customers in Customer Engagement, and then uses the information returned from Customer Engagement to update the customer record in Order Administration. About customer mapping between Order Administration and Customer Engagement: The mapping of customer records between Order Administration and Customer Engagement uses the following fields:
How this flag affects searching for a customer record at the Home page or the Search for Orders or Customers page in Contact Center and requesting a match from Customer Engagement: If this flag is:
Which customer number displayed in Modern View? When the ORCE Customer Integration (L37) system control value is set to INTERACT and this flag is:
Things to note:
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Number of Order Quick Search Fields |
The number of fields in the Search for Orders panel of the Search for Orders and Customers page, as well as the Home page in Contact Center in Contact Center. Based on this number, the system displays fields in the sort order sequence that you have defined, and once the maximum number is reached, you must select the Additional Order Search Fields link to display the remaining fields in the defined sort order. Example: If you have defined the following sort order:
And you have entered 4 in the Number of Order Quick Search Fields, the system initially displays the Order Number, Order Date, Invoice Number, and Alternate Order Number fields in the Search for Orders panel. You must select the Additional Order Search Fields link to display the Last 4 Digits of Payment Card, Item ID and SKU, Order Status, Origin, Pick Control Number, User ID, Sales Representative Number, and Batch Number fields. Note: You must enter a number greater than 0 and equal to or less than the number of available fields (12) that display in the Search for Orders panel. Numeric, 2 positions; required. |
Search by Customer Information Fields |
The order in which to display the fields in Contact Center in the Search for Customers panel of the:
You can define the sort order of the following fields:
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Number of Customer Quick Search Fields |
The number of fields to display in Contact Center in the Search for Customers panel. Based on this number, the system displays fields in the sort order sequence that you have defined, and once the maximum number is reached, you must select the Additional Customer Search Fields link to display the remaining fields in the defined sort order. Example: If you have defined the following sort order:
And you have entered 4 in the Number of Customer Quick Search Fields, the system initially displays the Email Address, Phone Number, Last Name, and Company Name fields when you are searching for a customer in Contact Center. You must select the Additional Customer Search Fields link to display the Postal Code, Customer Number, and Match Code fields. Note: You must enter a number greater than 0 and equal to or less than the number of fields that display in Contact Center for searching. Numeric, 2 positions; required. |
Screen Option | Procedure |
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Change the sort order of the Search by Order Information Fields |
Highlight one or more fields that you wish to move and drag the fields up or down to the preferred sort order. |
Change the number of fields to initially display in the Search for Orders panel in Contact Center |
Enter a number in the Number of Order Quick Search Fields field and select OK. |
Change the sort order of the Search by Customer Information Fields |
Highlight one or more fields that you wish to move and drag the fields up or down to the preferred sort order. |
Change the number of fields to initially display in the Search for Customers panel in Contact Center |
Enter a number in the Number of Customer Quick Search Fields field and select OK. |