E-mail order

A customer might want to refer to a copy of the order. In such cases, a CSR should be able to email the order information to the customer.

Solution

Sterling™ Call Center provides the Send E-mail related task to enable users to send information pertaining to a draft order or a confirmed order to the e-mail address of the customer to whom the order belongs. Users can send the order information to an e-mail address.

From the Call Center user interface, the YCDEmailOrderUE is invoked. Out of the box, there are two services provided, YCD_Populate_Order_Email_8.5 and YCD_Send_Order_Email_8.5. The YCD_Populate_Order_Email_8.5 service gets the details of the order, and pushes the information to the configured JMS queue. The YCD_Send_Order_Email_8.5 service fetches the message and details from the JMS queue and sends the email.

The sample implementation of the YCDEmailOrderUE invokes only the YCD_Populate_Order_Email_8.5 service. You can call the YCD_Send_Order_Email_8.5 service per business requirements.

The YCD_Populate_Order_Email_8.5 service validates the e-mail address, as illustrated in the figure. The YCD_Populate_Order_Email_8.5_service, which validates the e-mail address.

The YCDEmailOrderUE user exit calls the getCompleteOrderDetails API to retrieve the relevant information required for sending the e-mail to the customer. The information is passed to the YCD_Populate_Order_Email_8.5 service and the e-mail is sent to the customer using the YCD_Send_Order_Email_8.5 service, as illustrated in the figure. The YCD_Send_Order_Email_8.5 service must be invoked per business requirements. The YCD_Send_Order_Email_8.5 service takes the validated e-mail address and then sends the e-mail with the order details to the customer.

By default, Sterling Call Center provides the following sample templates:

YCD_Draft_Email_Order.xsl.sample
YCD_Confirmed_Email_Order.xsl.sample

The XSL files must be renamed to YCD_Draft_Email_Order.xsl and YCD_Confirmed_Email_Order.xsl respectively, customized as needed, and their path and names should be specified in the Body Template field of the E-mail Sender properties in the YCD_Send_Order_Email_8.5 service.

Validation of e-mail addresses

Sterling Call Center validates each e-mail address to which a user has to send information. The e-mail addresses are validated based on the following criteria:

The @ symbol must be present.
There must be at least one character before the @ symbol.
There must be at least one character between the @ symbol and the period.
There must be between 2-3 characters after the period.
There must be no spaces in the e-mail address.

If the e-mail address is not valid, an appropriate error message is displayed. The CSR can correct the e-mail address and send the e-mail again.

End-user impact

None.

Implementation

The following configurations are required for the Send Order E-mail task:

To use this feature, you should implement the YCDEmailOrderUE user exit.
You must have the "Send Order E-mail" permission to e-mail an order.

The services, user exits, and XSL files described are all sample files provided for reference. The user exits and services are provided with the product. Two sample e-mail templates are provided.