IBM Sterling


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OMS - Call Center

Showing 65

Adding new tile/new link/extra buttons in Home Screen Next Gen Call Center

Next Gen Call Center does not provide a way to customize the home screen by adding a new tile for Product Search or Transfer Order Search etc. Also there is no option to add additional links or buttons - 'create wishlist', 'create appeasement orde...
about 1 month ago in OMS - Call Center 0 Planned for future release

Supervisor override capabality

Business is expecting Supervisor override capabality available on Call Center as well so they can perform additional review and validation for certain operation like price override.
about 2 months ago in OMS - Call Center 1 Functionality already exists

Reason codes in Important events tab under order line details page should be visible after re-shiping the order line

After reshipping the order line, we are unable to see the reason codes on the order line details page under Important Events tab. We wnated to know how these important events gets populated. Please refer IBM PMR#: TS016070217 - thanks, Avnish
3 months ago in OMS - Call Center 1 Functionality already exists

Physical Kit items are not showing components under it in Next Gen Call Center

It is useful to get the components under the Physical Kit items
3 months ago in OMS - Call Center 0 Future consideration

Having a sorting feature for the columns in the Call Center application

Users would be able to sort columns, which would increase their productivity
6 months ago in OMS - Call Center 1 Not under consideration

Having a sorting feature for the columns in the Call Center application

Users would be able to sort columns, which would increase their productivity
6 months ago in OMS - Call Center 1 Not under consideration

Employ "Set Full Reship Quantity" When Doing Reships in Next Gen Call Center

When performing returns in Next Gen Call Center, you have the ability to "Set Full Return Quantity" on the screen. We would like to see the same thing available when utilizing the Reship functionality. Please see attachment
6 months ago in OMS - Call Center 0 Future consideration

"searchCatalogIndex" api is not returning the results based on the partial term.

In next-gen IBM Sterling Call Center, while creating orders on add item screen, user has to enter atleast one word from the item name/description to get the output. But in most of the cases end users will not know the complete word or word may be ...
7 months ago in OMS - Call Center 0 Future consideration

Add Shipping Country, Shipping Address, and Shipping Zip Code columns to order search screen in OMS Call Center

Today when a user searches for records via the Order Search screen in Call Center, there is not a column to indicate the shipping country the record is tied to which makes it complicated for CSR users to quickly see where the order is from. This i...
10 months ago in OMS - Call Center 5 Not under consideration

Wild Card Searches in Call Center

In the Call Center UI, we'd like to be able to complete wild card searches for many or all of the fields. For example, if I wanted to search for all orders that are from an IBM email address I could search *IBM.com. This would bring up all orders ...
11 months ago in OMS - Call Center 9 Functionality already exists

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