IBM Sterling


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OMS - Call Center

Showing 57

Ability to Toggle Between Tabs in COM When CSR is Performing an Action

Problem: User is not able to switch between a tab and popup in the call center. Steps to reproduce: Call Center user would like the ability to toggle between tabs in COM regardless of whether or not in the middle of performing an action in the cur...
almost 2 years ago in OMS - Call Center 3 Future consideration

Reorganize the catalog in Call Center

When we load a catalog to Sterling, the items are not in the correct size order, but there is no way to manually reorder or set up a customization to organize these sizes. Therefore, when a user is trying to select a size they have to look through...
over 2 years ago in OMS - Call Center 5 Functionality already exists

BUG : Sterling call center is not loading change Payment method screen from order summary screen

Sterling call center is not loading change Payment method screen from order summary screen PMR# : TS005936810
almost 3 years ago in OMS - Call Center 0 Not under consideration

Batch assignment of transactions (esp returns) for agent ownership, review

The idea is three part: 1) Provide UI to allow for manual bulk assignment of tasks to individual customer care agents for work-down. 2) Allow for direct assignment/ownership of transactions/shipments to a given customer care agent, regardless of t...
almost 3 years ago in OMS - Call Center 2 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 ...
about 3 years ago in OMS - Call Center 0 Planned for future release

Call Center Return Creation Screen

When creating returns off large Orders, there are some screens where line selection is tedious because user has to scroll up and down to pick matching lines. This was explained to IBM's Design UX team during a design workshop/walkthrough. It is a ...
over 3 years ago in OMS - Call Center 0 Future consideration

Bundle Parent doesnt reflect consolidated status of child items

When we add a bundle parent line with multiple components(Child items) , the parent item remains in "Created" status even when the child items move thru the fulfillment flow (Scheduled,Released,etc.,) and reach shipped/invoiced status. Only then t...
over 3 years ago in OMS - Call Center 0 Future consideration

Provide option to prorate discount under ChargePerUnit and ChargePerLine while applying promotion in call center

Currently if we apply promo code during order creation in call center or applying promo code during order modification in call center, discount amount is getting applied under 'ChargePerLine', because of this discount amount is not excluding prope...
over 3 years ago in OMS - Call Center 1 Future consideration

Buyer Remorse Hold getting resolved while adding new line to an existing Order

After the order is created and imported into the OMS, buyer remorse hold will get applied to the order for about 0 to 30 mins depending on the business requirement to enable any order modifications at this particular time interval, stopping from r...
almost 4 years ago in OMS - Call Center 0 Future consideration

Blind Returns support in v9.5 of Call Centre Commerce

We would like to backport the Blind Returns feature in v10 to V9.5 of Call Centre. This requirement is critical for the business
almost 5 years ago in OMS - Call Center 0 Not under consideration

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