I've posed this probelm to ViArt support today, but I thought maybe someone in the forums may have an answer...
 
Orders I place through the Call Center module do NOT automatically send order confirmations or download link emails upon processing and saving. I have selected the proper "Paid" order status in the call center, which triggers emails when ordered via the cart. Am I missing a setting or must emails be sent manually for Call Center orders?

Forum Members - I need help getting thru this support issue with ViArt. I just don't get what they are saying (see below). I've got my order status settings setup properly. Everything works as I expect when an order is placed via the storefront, but the same actions are NOT performed when placed via the Call Center. I suspect the program may be DESIGNED that way - I even understand the logic of it being designed that way, but I'd like a confirmation so I'm not trying to debug a non-issue.
 
Please read the following dialog in response to my original support request shown in my intial forum post (above) . . .
 
VIART RESPONSE:
"For order status, it is defined for the payment system which is in use for Call Centre (Final Checkout Page).
 
Downloadable links etc are generated in call center orders, but submitted or not - its related to the order status. Anyway, you can submit it manually."
 
 
MY REPLY:
I'm sorry, I don't understand your response.
 
I need to know something very URGENTLY. The storefront triggers many automated actions but the Call Center does not. Is the Call Center is designed this way, for MANUAL use?
 
For example, it does not automatically send emails for download links OR the order receipt as it does in the storefront, even though my Final Checkout Page settings match the proper order status.
 
Also, the Call Center does not recognize my "Max Downloads per IP" setting in Products > Downloadable Products. It defaults to zero on every order - unless manually changed.
 
It seems the Call Center is designed this way intentionally, and I don't want to report issues as "bugs" if the program is functioning the way it was designed. Can you confirm ASAP???
 
 
VIART RESPONSE:
"Please check the order status settings under Edit Payment System > Advanced Parameters."
 
 

Have you configured the final checkout page for the payment method you are using?
 
E.G.
Administration > Payment Systems > Edit Payment System
Administration > Payment Systems > PayPal > Final Checkout Settings
 
Chris

Hi Chris,
 
Yes, I believe Final Chkout is setup properly. I use the same status settings for storefront & call center. All automated actions work flawlessly when ordering throught the storefront. None seem to work via the call center, which is why I'm suspecting the Call Center may be designed for manual use.
 
If you are using call center, can you tell me if there is a setting to allow coupons to be applied to orders? I can't find it anywhere. My client wants to use both order & product coupons via the call center - if ViARt can't support that out-of-the-box I'll need a custom mod. Any info would be helpful. Thanks.

Dean, I do not use the call centre - there is much needed to make it workable.
 
For example
It does not recognise options
It is too cumbersome to quickly find a product amongst my very large product list
It does not allow an order to be credited to an existing customer account - vital both for records and for loyalty points
 
I am sure this will get a make over sometime and then I hope we will be able to make good use of it.

That's a shame. The call center module is one of the reasons I chose ViArt over some other carts for this project. I can understand bugs but as your list suggests, some of the missing functionality is inexcusable. I am hopeful ViArt may be able to apply some custom modifications for me to make this module do what my client needs. Even though I don't feel I should have to pay for features that should work properly, I can't afford to not deliver on my promise to my customer.

Something is wrong with the email system completely. If in a create ticket mode, the BCC field does NOT get sent. Only on replies do they get sent. What was my answer/response from viart?
 
It's probably with your server/hosting provider. No it's not.

I am finding that none of my responses in Helpdesk get transmitted to the enquirer, yet my e-mail notifications work for orders and in all other ways.
 
Does anyone have any idea why?
 
Chris