Call Center Question

Does anyone know if the call centers are open today?

I have been on hold for 45 minutes + now, its giving me "All the apple rep are busy, please hold" but I am starting to wonder if they are there at all.

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Oracle SOA Integration with Siebel 8.0 Call Center Application

Hi Experts,
I am trying to Integrate Oracle Fusion SOA and Siebel 8.0 and I have been following http://download.oracle.com/docs/cd/E17904_01/doc.1111/e17056/bpel_pm.htm as a reference.
Here is what I have done so far:
Created an Inbound Web service (Account Web Service) by login into Siebel Call Center Application. I was able to generate the WSDL file successfully. This WSDL has following operations :
(a) AccountInsert
(b) AccountQueryByExample
(c) AccountQueryById
If I understand it correctly, this is like any other wsdl file which can be consumed and operations can be invokved by consumers (web service clients)
I have couple of doubts/questions :
(1) Once WSDL is generated by the Siebel Client, it can be used in my BPEL process/composite apps to perform the integration. If this statement is true, why and where do we need Siebel Adapter?
(2) While I was following the online tutorial @ http://download.oracle.com/docs/cd/E17904_01/doc.1111/e17056/bpel_pm.htm , I can see, WSDL was generated by using the Application Explorer (a swing based tool provided by Oracle as a part of Adapter framework). But I have used Siebel Call Center to generate the WSDL file. Which is the standard way of generating the WSDL file?
(3) In the tutorial mentioned above, I can see request and response xsd files (i.e queryWithView_invoke_request.xsd queryWithView_invoke_response.xsd) . No where in the tutorial has mentioned, how these files were created. Are these hand written files by the developer, or it is something that can be created out of the wsdl itself?
(4) Also, there is a .jca file (queryWithView_invoke.jca) which is also being used while configuring the Third Party Adapter. Where does queryWithView_invoke.jca come from? Is it something that is created from Application Explorer?
Would really appreciate if someone can throw lights on these gray areas....
Waiting for an eagerly reply...
Thanks in Advance !
Jameel

Hi,
If you are talking about configuring the outbound WS , then you need to go to Siebel > Administration-Webservices> Outbound Webservices
Query for webservices there and give the <HOST>:<SOA PORT> in the URL.

FSCM Biller Direct Call Center Payment Log

Hi,
We are using Biller Direct and Biller Direct Call Center for our dealers/customer AR processing.
Biller Direct is used by our Dealers to see their account balance and post payment online through Biller Direct web portal.
Biller Direct Call Center is used by our Account Receivable team to see our dealers account balance and to post payment with authorization from our dealers.
The main question is:
How can we see the deatilpayment log/detail on transaction posted through Biller Direct Call Center? Our AR team needs to identify which user from AR team that perform a specific payment. Please advise.
Is this something that can be setup through XCM or R/3 configuration?
We need to get the detail of "User ID" and "Date & Time" that a payment is done through Biller Direct Call Center.
I tried to look from the document changes on AR line item detail of the billing document that got paid. But, the document changes is only showing that user BD_POOL made the payment posting. The user id is setup in XCM for posting any transaction into R/3.
Appreciate your help in advance.
Thanks,
Markus

Mohit,
Let me try to answer your questions:
u2022 What accounting entries are passed from SAP perspective and at what points in time?
A) SAP will post a CREDIT to the Customer AR item and a DEBIT to a Credit Card Receivable account when the payment is posted in FI. The DEBIT to the Credit Card Receivable account is included in the nightly Settlement run to be sent to the Processor for a deposit request.
u2022 How are charges levied by banks / financial institutions handled or can be handled?
A) There are Processor charges for authorizations and other services such as Fraud checking as well as the INTERCHANGE fee that is a percentage of the Settlement amount. This could be anywhere from 1.5% to 4% of the Invoice amount depending on the type of transaction and the agreement with the Processor.
u2022 How any fees / charges imposed by network processors / clearing houses handled on a transactional basis?
A) The processor will assess and collect these fees, typically on a monthly or daily basis and provide reporting to the Merchant regarding the fees charged.
u2022 Is this something which Standard SAP Config can accommodate and if yes where exactly? If not what custom development route is appropriate?
A) Standard SAP does not have the ability to assist with Settlement reconciliation or recognition/assignment of processing fees. This must be accomplished through Manual postings.
u2022 Does addition of third party providers like pay metric for interface plug-in help in segregating and processing of credit card charges any better?
A) Yes, ISVs such as Paymetric which provide integration between SAP and the processors do provide additional SAP and external reporting and functionality to assist with the reconciliation process and in determining the processing fees.
Regards,
Eric Bushman
VP, Solution Engineering

Battery does not charge, IdeaPad B590, call center is dead

At 23th December, 2013, the battery of my sons IdeaPad B59 notebook went Wrong. It does not charge. The lates update of the Lenovo softwares are installed, but it gives error messages.
I tried to call the local service center, but it does not answer. After 10-15 minutes of the mucic from the call center pfone (tried today several times!) I give up.
Does it exist ANY working contact with the local (Hungary, Budapest) Lenovo service people?
I bought the IdeaPad B590 laptop on 24.07.2013 in Budapest, and have a (possibly) valid warranty for it.
Any prompt solution?
dr. Gábor Nagy,
College associate professor
King Sigismund Business School
1039 Budapest, Kelta utca 2., Hungary
mailto:[email protected], mailto:[email protected] (private)
mobile: +36-20 / 398-8077

hi tallSoft,
Welcome to Lenovo Community Forums!
Battery issue is covered by standard warranty as long as it is not physically damaged.
This is the Contact Number I have from Support Website
May I ask are you experiencing like it does not charge further that 58 to 60% or can you explain the issue further maybe, People here in Lenovo Forums may be able to help.
Regards
Solid Cruver
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Sure Response Alert system call center

Does anyone know any info on the call center that handles the Verizon Medical alert system "Sure Response"? Who runs/owns the call center? Where is it located? What is the training extent, etc? I find little information regarding the actual call center that handles the emergency situations.
I'm very interested in getting this system for my father, as he has no home phone lines, lives in an area that Verizon is the strongest signal and it seems a good system (I tried it at the store and am not sure why all the negative reviews.. is easy enough to use). Am slightly concerned that Verizon doesn't promote this more, as I sometimes think that means they aren't serious about the product.
At any rate, I really need to get more info on the group/place that actually takes the calls.. and what type of information they keep on the customers using this product.
anyone have any info?
thanks

My husband used this system for several months before he passed away. We were very happy with it. He accidentally pushed the call button a few times. The personnel who answered where very kind. Told him no problem, could they help him with anything, did he have any questions, and to "call" them if he had any issues.
They were professional and since we had registered his health information we were confident they could help in an emergency. He wore it as a wrist watch.
When he passed, I took the unit to Verizon and they promptly ended the contract. They told me to keep the device, as they no longer carried them. Apparently they still provide the service, not the device. They suggested I advertise it on eBay.

Make the best choice when choosing a call center software

I want to help anyone who has problems in deciding what call center software best suits him in their company. You can see the latest software products, reviews, features to base on and much more useful information
http://www.iterating.com/productclasses/Call_centre
If you have any questions please feel free to ask

Hey guys,We're in a fortunate licencing position, whereby we could be compared to kids in a sweetshop with Microsoft products. And my predecessor took advantage of that massively. However, our parent company foots the bill and now want us to stop using SCCM.I personally am not familiar enough with it to call myself competent in it's use and the previous guy tried to use it to push out images to PCs etc but failed.I am now in a position, whereby I need to get rid of this and I want to start using WDS.I have a fresh Server 2012 R2 box with WDS installed. I've configured it, so it should work fine.
I think I have found the one place in SCCM where I stop telling it to process PXE requests and so have stopped that.However, whenever I get a machine to PXE boot, it still looks to that old SCCM box. And if I press F12, it boots from it.Anyone...

Partner search in Call Center

Hello
We are using Call Center and IVR.
In the IVR customers are entering object ID that later is used to locate the partner via installed base.
The info transfered to the CRM using CAD.
My question is how to configure the Call center profile, to search for partner number using the object ID of installed base object.
Thanks Nachshon.

This is something that you can do .
i) Create a Call List with Assignement to the IC Orgnanization ( So that IC Agent can see it )
ii) Call List have assignment of Calls , with each individual Call Linked to a Business Partner and IC WebClient Script
iii) The IC Agent will Navigate to Call List View
iv) Pick a Call from the Call List and Initiate a Outbound call
v) The Associated Script is trigerred
vi) The Interactive Script have a Step that is linked to the Survey Questionnaire
vii) Based on the Survey Response , set marketing attribute to be added to a Target Group based on Segmentation etc ...
Hope this helps in forming the design. You can try this , if you have questions around config I can certianly help.
Edited by: SKP on Mar 24, 2009 6:11 AM

Skype Call Center

Just wondering if it's possible to set up a Skype Call Center? It seems like it's possilbe but I cant find a step by step guide on how to do this?
Can someone please guide.
Thanks

Hi, shahab03,
I could interpret "Skype call center" several different ways ... what are you intending to accomplish?
Regards,
Elaine
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Designing a Call Center for 4 agents

Dear All,
I've been assigned a task of designing a Call Center for 4 agents. I am very new to Cisco Contact Center, so I need your help in doing this.
Please find attached the proposal request from the client...
Thanks in advance...
Syed..

Sounds like you want someone to do your job for you, you might not get much luck here as this is a technical forum not pre-sales help line.
In either case look at Cisco Contact Center Express solution which supports up to 400 agents, it integrates tightly with CUCM so you need to ensure customer is already running appropriate version of CUCM. For call recording and workforce management you will need a 3rd party app such as Calabrio and there are others. If you are a Cisco partner and quoting this for customer and have specific questions (not BOM or SOW questions) you can reach out to Cisco PDI helpdesk.
If you have not experience architecting Cisco contact center solution I suggest you look for someone that does and can assist you, and most likely this will not be "free" assistance.
HTH,
Chris

Offload Xth Call to another Call Center - UCCX

I have a customer that wants the Xth call to be off loaded to another call center. I believe this is possible with UCCE but has anyone done this with UCCX?

Hi, I see, I was not sure about this interpretation, I mean, it was my misinterpretation, sorry.
Actually, there's a question: what happens if there are two calls arriving at the same time, which one would be the victim? This is sort of a problem, calls are not arriving sequentially and they are not blocking each other, they may arrive parallelly.
Anyway, it would be easier to do this with UCCE, since there are Global variables and we could just easily reserve one Global as a counter, incrementing and resetting each and every time. With UCCX, there are, perhaps, sessions and they may hold this counter, but sessions expire, thus making our lives a bit complicated.
What you could try is to introduce a few steps like this in the script that would distribute the calls:
1. take a look if there's a session identified by a certain ID exists, if not, create it and set its value to 1,
2. if it exists, then just increment its value, and save it back to the session, if it's above a threshold, then reset the counter, redirect the call to call center B.
Yet another way would be to save this information in a database table, perhaps, but this may sound like an overkill.
G.

The inbound calls to our call center is drop after putting it on hold or transfer

Dear All;
Good day
The inbound calls to our call center is drop after putting it on hold or transfer the call to another agent. The MOH file is playing till 21 sec only then call drop . the agent cant resume the call again. The MOH file is running from Gateway (multicast).
No problem in outbound calls.
I urgent need you help
Should you require any more information , please do not hesitate to contact me.
Thanks & Best Regards,
Muhammad Fathy,
IT Network Manager
ALEXBANK
A subsidiary of Intesa Sanpaolo Group
Head office: B210-F1, Smart Village , KM 28 Cairo-Alex Desert Road, Egypt.
Cell:      +201017288844.
Office: +202-35311300   Ext: 8090.
eMail:   [email protected]
i To maintain a paperless environment, please don't print this e-mail unless you really need to.

Typically you have a codec or media resource issue to track down. IE, MTP, region, location, gateway trunk to trunk to call or something in that area.   Bypass UCCX and do the same call without this app... does it happen with a normal call?

How to send a Announcements in CRM WebUI for Call center role.

Hi
In some cases if we are shutdowing the prodcution server we want to send a group message to all the users in call center.
How to do this.
Please suggest.
Regards
Hanu M

Hi,
in the IC_Webclient and in the CMS-Role you could use broadcast messaging for this.
your message is displayed on the bottom of the screen as ticker.
Add in SAPGUI a new favorite
BSP-Application: BSP_BROADCAST
Start-Page: abap_broadcast.htm
Kind regards
Manfred

I am working from home in virtual call center. I urgently need Firefof 5, all above cause problems and crashes. Can you please advise how I can download FF 5, it is urgent. Thank you.

I was running Firefox 5 and have been able to protect it against new versions, but now I am not being warned that there is a new version being snuck in without telling me about it.
The problem is that I work in a virtual call center from home, and the new version is creating problems I never had before.
Is there a way you can supply me with a link to FF5, and how do I protect it against new versions being installed on my machine. This is extremely important as I earn my living from the call center.
Thanks and look forward to your reply.

Perhaps you've already fixed this, but the first two links you showed us do work fine in FF and IE8, I can not say about the third link as I did not see it on your page.
Are you still having trouble with this?
E. Michael Brandt
www.divahtml.com
www.divahtml.com/products/scripts_dreamweaver_extensions.php
Standards-compliant scripts and Dreamweaver Extensions
www.valleywebdesigns.com/vwd_Vdw.asp
JustSo PictureWindow
JustSo PhotoAlbum, et alia

How to Integrate Oracle Access Manager 11g with Siebel Call Center 7.8

I need to change the DB authentication to SSO for Siebel Call Center 7.8. I just found a document about integrationg OAM 10g with Siebel 7 (http://download.oracle.com/docs/cd/B28196_01/idmanage.1014/b25347/siebel.htm#Siebel). However, because it's mandatory to use OAM 11g, I don't know whether this doc is suitable for Siebel 7.8. In addition, is it the right way to configure Siebel SSO? I know, in this way, I need to install WebGate. Please give me some expertise. Thanks.

This should work as long as your web server and operating system support 11g. There may be some differences in how to set up OAM and the WebGate in 11g versus 10g (that is not my area of expertise), but from the Siebel side the integration is the same. You would pass in the user's Siebel ID (pulled from the LDAP directory) as an HTTP header. Then you just need to tweak a few of the parameters in Siebel:
For the Security Adapter Profile (LDAPSecAdpt most likely) you are using, set:
SingleSignOn = True
TrustToken = HELLO (or whatever value you choose)
In eapps.cfg or eapps_sia.cfg in the virtual directory section for the specific application object manager (e.g. [sales_enu]) set:
UserSpec = SIEBEL_USER (or whatever HTTP header name you set up in OAM)
UserSpecSource = HEADER
SingleSignOn = TRUE
TrustToken = HELLO (or whatever value you selected for the Security Adapter profile TrustToken parameter)
ProtectedVirtualDirectory = /sales_enu
The protected virtual directory will normally be the same as the virtual directory (in this example /sales_enu) unless you are using customer facing applications with anonymous browsing capabilities (for example a catalog that goes to a shopping cart at some point in the process).
Also in the [SWE] section of the eapps.cfg file the IntegratedDomainAuth parameter should be set to False.
Hope this information is helpful.
Best regards,
Stevan

FTE and volume based billing for a call center operations

hi,
we have a call center handling operations only for intercompany customers (means no external customers). And we want to go for a solution based on two business processes. first one is FTE (Full time equivalent) and the second is volume based billing (based on how many tickets received between a time period).
The solution approach will be to create cost centers to track costs and billing through normal SAP sales order.
Can anybody guide me through the process here with some explanation or documentation related to this?
Thank you all

hi,
this is to inform you that,
create a master contract - 1st step.
create a value and a service contract - 2nd step.
link this two low level contracts to master contracts.
different pricing procedures will be there for value and service contracts each.
the process flow of this is :
1. for value contract : MASTER CONTRACT - SALES ORDER - DELIVERY - BILLING.
2. for service contract : MASTER CONTRACT - SALES ORDER - BILLING.
hope this clears your issue.
please let me know if you have any doubts on the same.
balajia

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