Contact centre FAQ
Browse questions about contact-centre applications and customer-service interactions. Identify the application and communication context, then collect enough evidence to distinguish a configuration issue from a process question.
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Release note: These answers include IFS Cloud and older IFS Applications topics. Confirm the product and release mentioned in each answer. They are written explanations, not procedures verified in an IFS environment.
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5 questions · page 1 of 1
Can a messaging platform that isn't an officially supported channel still be connected to the contact centre?
Can "Force Wrap-up" be restricted so it only applies to certain agents rather than everyone?
Marking a customer as inactive doesn't stop new orders from being placed against them.
Is it possible to open the Call Center New Case Assistant directly from a Business Activity screen, for example via a custom RMB option, rather than needing to separately navigate to Call Center first to create a new Case?
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