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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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OMS - Call Center

Showing 57

Be able to link orders and show in the UI

In the new UI we would like to be able to manually create an order and then link it to the original order so that is shows in the Order Summary screen as linked orders.
almost 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)
almost 2 years ago in OMS - Call Center 0 Future consideration

Enable ability to search for orders via the tracking number

In the current UI we made a customization to allow the users to search for an order/return using the tracking number. In the new UI we would like that to be available functionality OOTB.
almost 2 years ago in OMS - Call Center 8 Not under consideration

Remove unwanted buttons for certain statuses

In the current UI, we had to make a few customizations to remove buttons that should not have been available based on the status. In the new UI, we would like the OMS to better understand statuses and remove/disable the buttons that should not ava...
almost 2 years ago in OMS - Call Center 4

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.
almost 2 years ago in OMS - Call Center 4 Future consideration

Call Center should be able to disable buttons based on Skus

In our case we have electronic gift cards that cannot be reshipped, but the OMS UI still shows the "reship button" we would like Call Center to be able to use that sku as logic to disable a certain button.
almost 2 years ago in OMS - Call Center 5 Not under consideration

Quick Button to search a customer's Order History

In the new UI we would like a button that allows the user to click a single button and find the customer's order history. This should show all of the customer's orders in the order search screen.
almost 2 years ago in OMS - Call Center 3 Future consideration

Column for Ordering Country

In the previous UI, we had to customize the UI to add a column for the customer's country. We would like for this to be OOTB because it would make it much easier for our other regions to find their orders.
almost 2 years ago in OMS - Call Center 2 Not under consideration

Phone Number field should be limited based on Country

In the current UI, we were planning to modify the phone number field to accommodate the phone numbers in each country we ship to. We would like for this to be OOTB in the new UI so no customizations are needed.
almost 2 years ago in OMS - Call Center 1 Future consideration

Email Address should not be a Hyperlink

In the old UI we had to customize the email address so it was not a hyperlink. In the new UI we would like the email address to be string value OOTB.
almost 2 years ago in OMS - Call Center 1 Future consideration