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This portal is to open public enhancement requests for IBM Sterling products and services. To view all of your ideas submitted to IBM, create and manage groups of Ideas, or create an idea explicitly set to be either visible by all (public) or visible only to you and IBM (private), use the IBM Unified Ideas Portal (https://ideas.ibm.com).


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My ideas: OMS - Call Center

Showing 69 of 2729

Be able to add tracking number when creating return

In the old UI we created an enhancement that allowed users to add tracking numbers in the Call Center UI when creating a return. In the new UI we would like for this to be an OOTB option
over 2 years ago in OMS - Call Center 1 Future consideration

Support for "Refund Now" in CC to allow Customer services to refund a return before receipt occurs due to delays in warehouse processing

Very useful to assist call center agents when customer appeasement or servce is paramount but the returns process is slow/cumbersome - Should be enabled only if not already refunded (invoiced)
over 2 years ago in OMS - Call Center 0 Future consideration

Resend Customer Emails via the OMS

In the new UI we would like the option of a button that can be connected to an external email provider. When the user clicks that button we would like for them to be able to choose an email to resend to the customer.
over 2 years ago in OMS - Call Center 4 Future consideration

Allow line and header level discounts as percent

Currently, in OMS users have to calculate the percentage at a line level and it creates a possibility for human error. I would like to allow the user to input a discount percent at both the line and header level in OMS. This would reduce the numbe...
almost 3 years ago in OMS - Call Center 0 Future consideration

Sorting of products based on Availability during a call center product search

Call center currently displays list of products independent of items are available or not. When CSR are having a conversation with customer, they need to spend lot of time to identify products with inventory. There should be a mechanism to either ...
almost 4 years ago in OMS - Call Center 0 Planned for future release

Add a link to launch cognos from Call Center

The team that needs Cognos, does not use business manager but rather Call Center. We would like a task to launch BI if the user has the role.
almost 6 years ago in OMS - Call Center 1 Not under consideration

SalesForce Case TS******* email notification to have Client Name in the Email Subject

Email notification from SalesForce only have ticket ref and initial comment in Email Subject. It would be very helpful to see from an email subject (or even content) which client/customer the ticket has been opened by / updated by. At the moment w...
almost 6 years ago in OMS - Call Center 2 Not under consideration

Provide a field on the Payment UI for return orders for user to enter the amount intended to refund against each tender.

Provide a field on the Payment UI for return orders for user to enter the amount intended to refund against each tender. We had requirement to add new payment method on return since it was requirement to refund to a new tender on return . Currentl...
over 6 years ago in OMS - Call Center 0 Planned for future release

Ability to add notes on bulk orders from COM

This would allow the users to update the same notes to mutiple orders at the same time, which would save a lot of time where the user has to update the same note to multiple orders
about 1 month ago in OMS - Call Center 1 Not under consideration

Provide tooltip messages for disabled toolbar action buttons in the "Order Summary - Orderlines" tab to improve clarity on their disabled state.

This feature would be highly beneficial for customer service teams, educators, and users who interact with the system. It will provide immediate context on why a button is disabled, improving communication and reducing confusion. Tooltips should b...
about 1 month ago in OMS - Call Center 0 Under review