Extending and Customizing - Sterling Call Center. Implementation Guide. Release 9.2

The user interfaces within Sterling Call Center can be customized to meet your specific business needs.

Order Entry Screens Customization

The Order Entry Screens Customization explains how to customize the create order navigation panel with the following options:

v Navigation Panel (Create Order) Customization v Metadata XML Structure

Navigation Panel (Create Order) Customization

Sterling Call Center enables you to customize the Create Order Navigation panel in an extension plug-in. The extension plug-in must register a new metadata XML with the Sterling Call Center plug-in.

Metadata XML Structure

The metadata XML must adhere to the following structure:

<?xml version="1.0" encoding="UTF-8"?>

</BreadCrumbs>

You can register the metadata XML during the start of the extension plug-in by invoking the following static method:

YCDOrderEntryUtils.registerNavigationPanelMetaData(Element navigationPanelMetaDataToRegister)

Note: The Category specified in the metadata XML is a bundle key, the value of which is displayed as a label for the bread crumb. If this bundle key value consists of multiple words, it is recommended to use new line characters in the bundle key value in order to avoid the label from being truncated or blurred.

Add Lines To Order Navigation Panel

Sterling Call Center enables you to customize the Add Lines To Order Navigation panel in an extension plug-in. The extension plug-in must register a new metadata XML with the Sterling Call Center plug-in.

You can register the metadata XML during the start of the extension plug-in by invoking the following static method:

YCDOrderEntryUtils.registerNavigationPanelMetaDataForAddLinesT ask(ElementnavigationPanelMetaDataToRegister)

The metadata XML must adhere to the structure specified in metadata XML Structure.

Extending Actions

In order to extend the actions in the Order Search, Item Search and Appointment screens, in Sterling Call Center, the Rich Client Platform provides the following action classes:

v Order Search screen

com.yantra.pca.ycd.rcp.tasks.orderSearch.actions.YCDViewOrd erDetailsAction

v Item Search screen

com.yantra.pca.ycd.rcp.tasks.itemSearch.actions.YCDItemView Details

v Appointment screen

com.yantra.pca.ycd.rcp.tasks.common.delivery.actions.YCDApp ointmentPageRefreshCalendarAction

On invoking the above action, the calendar on the Appointment screen is reloaded. This action considers the input namespace

“WorkOrderAppointmentOptionsInput” when fetching the capacity information for the Appointment Calendar.

v Change Fulfillment Options screen

com.yantra.pca.ycd.rcp.tasks.common.deliveryOptions.actions .YCDChangeDeliveryOptionsApplyAction

Users must call this action after they have modified the order lines using customization. This action assumes that all the changes have been applied, and no intrusive messages to apply the changes are displayed.

These action classes are not displayed on the Rich Client Platform Extensibility tool. For more information about customizing screens, refer to the Sterling Selling and Fulfillment Foundation: Customization Guide

Shared Tasks

Address Panel Shared Task

Sterling Call Center provide the Address Verification screen as a shared task that is used to open the Address Verification screen as a pop-up window or a panel in any user interface (UI) that references Sterling Call Center. The shared task ID of the Address panel shared task is defined as YCDAddressSharedTask.

The following is the input XML template with the minimum attributes required for the Address Panel task:

Here ''...'' refers to the additional attributes that can be passed in the input XML.

These attributes can either be extended attributes or attributes that are defined in the Javadocs for the PersonInfo element. For more information about the

PersonInfo element, see the Sterling Call Center: Javadocs.

The information passed in the input XML is used to default the address on the Address Verification Screen.

The Address Panel task returns the PersonInfo element as output. For more information about the PersonInfo element, see the Sterling Call Center: Javadocs.

Order Notes and Quote Notes Shared Task

Sterling Call Center provide the Order Notes screen and the Quote Notes screen as a shared task that is used to open the Order Notes screen and Quote Notes screen as a pop-up window in any UI that references Sterling Call Center.

The shared task ID of the Order Notes and Quote Notes shared tasks are defined as YCDOrderNotesSharedTask.

The following is the input XML template with the minimum attributes required for the Order Notes task and the Quote Notes task:

The Order Notes task and the Quote Notes task return the Notes element as output. For more information about the Notes element, see the Sterling Call Center:

Javadocs.

Service Appointment Calendar Shared Task

Sterling Call Center provide the Service Appointment Calendar screen as a shared task that is used to view the calendar or select an appointment from the calendar.

The shared task can be opened as a pop-up window or a panel.

The shared task ID of the Service Appointment Calendar shared task is defined as YCDChangeDeliveryAppointmentSharedTask.

The following is the input XML template with the minimum attributes required for the Service Appointment Calendar task:

</WorkOrderAppointments>

</WorkOrder>

Here ''....'' refers to the additional attributes that can be passed in the input XML.

These attributes can either be extended attributes or attributes that are defined in the Javadocs for the WorkOrder element and WorkOrderAppointment element. For more information about the WorkOrder element and WorkOrderAppointment element, see the order-related APIs in the Sterling Call Center: Javadocs.

The Service Appointment Calendar task returns the SuggestedAppointment element as output. For more information about the SuggestedAppointment element, see the order-related APIs in the Sterling Call Center: Javadocs.

Add Payment Method Shared Task

Sterling Call Center provide the Add Payment Method screen as a shared task that is used to open the Add Payment Method screen as a pop-up window in any UI that references Sterling Call Center.

The shared task ID of the Add Payment Method shared task is defined as YCDAddPaymentSharedTask.

The following is the input XML template with the minimum attributes required for the Add Payment Method task:

</PaymentMethod>

Here ''.... '' refers to the additional attributes that can be passed in the input XML.

These attributes can either be extended attributes or attributes that are defined in the Javadocs for the OrderBillToAddress element. For more information about the OrderBillToAddress element, see the order-related APIs in the Sterling Call Center:

Javadocs.

The information passed to the OrderBillToAddress attribute in the input XML is used to default the Bill To Address on the Add Payment Method pop-up window.

The following is the output XML template for the Add Payment Method task:

<Order>

</PaymentMethod>

</PaymentMethods>

</Order>

</Event>

Here ''....'' refers to the additional attributes that are returned as output based on the attributes passed in the input XML. These attributes can either be extended attributes or attributes that are defined in the Javadocs for the PaymentMethod element. For more information about the PaymentMethod element, see the order-related APIs in the Sterling Call Center: Javadocs.

Order Summary Shared Task

Sterling Call Center provide the Order Summary wizard as a shared task that is used to open the Order Summary screen as a pop-up window in any UI that references Sterling Call Center. The shared task ID of the Order Summary shared task is defined as YCDOrderSummarySharedTask.

The following is the input XML template with the minimum attributes required for the Order Summary task:

The Order Summary task does not return any output.

The Sterling Call Center application enable you to open the Order Summary screen in an editor by using a utility method.

Return Search Shared Task

Sterling Call Center provides the Return Search wizard as a shared task that is used to open the Return Search screen as a pop-up window in any UI that references Sterling Call Center.

The shared task ID of the Return Search shared task is defined as YCDReturnSearchSharedTask.

The following is the input XML template with the minimum attributes required for the Return Search task:

The Return Search task does not return any output.

The Sterling Call Center application enable you to open the Return Search screen in an editor by using a utility method.

Cancel Order Shared Task

Sterling Call Center provides the Cancel Order wizard as a shared task that is used to open the Cancel Order screen as a pop-up window in any UI that references Sterling Call Center.

The shared task ID of the Cancel Order shared task is defined as YCDCancelOrderSharedTask.

The following is the input XML template with the minimum attributes required for the Cancel Order task:

The Cancel Order task does not return any output.

The Sterling Call Center applications enable you to open the Cancel Order screen in an editor by using a utility method.

Create Alert Shared Task

Sterling Call Center provides the Create Alert screen as a shared task that is used to open the Create Alert screen as a pop-up window in any UI that references Sterling Call Center. The shared task ID of the Create Alert shared task is defined as YCDCreateAlertSharedTask.

The following is the input XML template with the minimum attributes required for the Create Alert task:

The Create Alert task does not return any output.

The Sterling Call Center applications enable you to open the Create Alert screen in an editor by using a utility method.

Alert List Shared Task

Sterling Call Center provides the Alert List screen as a shared task that is used to open the Alert List screen as a pop-up window in any UI that references Sterling Call Center.

The shared task ID of the Alert List shared task is defined as YCDAlertListSharedTask.

The following is the input XML template with the minimum attributes required for the Alert List task:

The Alert List task does not return any output.

The Sterling Call Center applications enable you to open the Alert List screen in an editor by using a utility method.

Message dialog box Shared Task

Sterling Call Center provides the Message dialog box as a shared task that is used to display error messages, warning messages, confirmation messages, and other messages with appropriate buttons. The shared task ID of the Message Option dialog box shared task is defined as YCDOptionDialogSharedTask.

The following is the input XML template with the minimum attributes required for the message dialog box:

</OptionTextList>

</OptionDialog>

The following is the output XML template for the message dialog box:

Item Details Shared Task

Sterling Call Center provides the Item Details wizard as a shared task that is used to open the Item Details screen as a pop-up window in any UI that references Sterling Call Center. The shared task ID of the Item Details shared task is defined as YCDItemDetailsSharedTask.

The following is the input XML template with the minimum attributes required for the Item Details task:

<Item Currency="" ItemID="" ItemKey="" OrganizationCode="" UnitOfMeasure=""

CallingOrganizationCode=""/>

The information passed to the Currency attribute in the input XML is used to display the symbol of the currency in the Item Details Screen.

For information about the combination of attributes that can be passed in the input XML, see the item-related APIs in the Sterling Call Center: Javadocs

The Item Details task does not return any output.

The Sterling Call Center application enables you to open the Item Details screen in an editor by using a utility method.

Add Modify Charges Shared Task

Sterling Call Center provides the Add Modify Charges wizard as a shared task.

This shared task is used to open the Add Modify Charges screen as a pop-up window in any UI that references Sterling Call Center.

The shared task ID of the Add Modify Charges shared task is defined as YCDAddModifyChargesSharedTask.

The following is the input XML template with the minimum attributes required for the Add Modify Charges task:

To open the Add Modify Charges screen in a read-only mode, in the input XML, set the ViewMode attribute to Y.

To open the Add Modify Charges screen in a pop-up window, in the input XML, set the LookupMode attribute to Y.

The Add Modify Charges task does not return any output.

Customer Details Shared Task

Sterling Call Center provides the Customer wizard as a shared task that is used to open the Customer Details screen as a pop-up window in any UI that references Sterling Call Center. It can be used for both consumer customers as well as business customers.

The shared task ID of the Customer Details shared task is defined as YCDCustomerDetailsSharedTask.

The following is the input XML template with the minimum attributes required for the Customer Details task:

<Customer CustomerID="" CustomerKey="" CustomerType="" OrganizationCode=""

BuyerOrganizationCode=""/>

For information about the combination of attributes that can be passed in the input XML, see the customer-related APIs in the Sterling Call Center: Javadocs.

The Customer Details task does not return any output.

The Sterling Call Center application enable you to open the Customer Details screen in an editor by using a utility method.

Override Item Price Shared Task

Sterling Call Center provides the Override Price for Item screen as a shared task that is used to open the Override Price as a pop-up window or panel in any UI that references Sterling Call Center. The shared task ID of the Override Item Price shared task is defined as YCDOverridePricePanelSharedTask.

The following is the input XML template with the minimum attributes required for the Override Price task:

</OrderLine>

</Order>

The Override Item Price task returns the Order element as output. For more information about the Order element, see the order-related APIs in the Sterling Call Center: Javadocs.

Price Match Shared Task

Sterling Call Center provides the Price Match wizard as a shared task that is used to open the Price Match Wizard as a pop-up window or panel in any UI that references Sterling Call Center. The shared task ID of the Price Match shared task is defined as YCDPriceMatchItemSharedTask.For more information about the Price Match task, see Price Match.

The input element in the utility method must not be null and should use the following input XML template. However, if the input element is null, an error is displayed indicating you to enter a valid input element.

To use the Price Match shared task for draft orders, set the DraftOrder attribute in the input XML to Y.

The Price Match task does not return any output.

Advanced Sales Order Search Shared Task

Sterling Call Center provides the Advanced Sales Order Search wizard as a shared task. This shared task is used to open the Advanced Sales Order Search wizard as a pop-up window or panel in any user interface (UI) that references Sterling Call Center. On double clicking an order in the List screen, the corresponding order details are returned as output of the shared task and the pop-up window is closed.

The shared task ID of the Advanced Sales Order Search shared task is defined as YCDAdvOrderSearchSharedTask.

The following is the input XML template with the minimum attributes required for the Order Search shared task:

The Advanced Sales Order Search task returns the Order element as output. For more information about the Order element, see the order-related APIs in the Sterling Call Center: Javadocs.

Alternate Stores Shared Task

Sterling Call Center provides the Alternate Stores pop-up screen as a shared task that is used to open the Alternate Stores pop-up screen as a pop-up window or a panel in any user interface (UI) that references Sterling Call Center. On selecting a node and clicking the Apply Button, the node details are returned as output of the shared task and the pop-up window is closed. This pop-up window can be opened in two modes:

v Modification Mode – Pass Mode=0, displays the Apply button on the pop-up window and also provides the ability to select a node.

v Details Mode – Pass Mode=1, does not display the Apply button on the pop-up window and does not provide the ability to select a node. It only enables the user to view the availability.

The default value of a Mode is 0.

The shared task ID of the Alternate Stores shared task is defined as YCDAlternateStoresSharedTask.

The following is the input XML template with the minimum attributes required for the Alternate Stores shared task:

<PrimaryInformation ImageID="" ImageLabel="" ImageLocation=""

ShortDescription="">

</ItemDetails>

</OrderLine>

</OrderLines>

</Order>

The Alternate Stores task returns the Order element as output. For more

information about the Order element, see the order-related APIs in the Sterling Call Center: Javadocs.

Opportunity Notes Shared Task

Sterling Call Center provides the Opportunity Notes screen as a shared task. This shared task is used to open the Opportunity Notes screen as a pop-up window or a panel in any UI that references Sterling Call Center. The shared task ID of the Opportunity Notes shared task is defined as YCDOrderNotesSharedTask.

The following is the input XML template with the minimum attributes required for the Opportunity Notes task:

The Opportunity Notes task returns the Notes element as output. For more information about the Notes element, see the opportunity-related APIs in the Sterling Call Center: Javadocs.

Override Item Availability Shared Task

Sterling Call Center provides the Override Item Availability screen as a shared task. This shared task is used to open the Override Item Availability screen as a pop-up window in any UI that references Sterling Call Center. The shared task ID of the Override Item Availability shared task is defined as

In document Sterling Call Center. Implementation Guide. Release 9.2 (Page 17-33)