ACS Courier
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ACS Courier lets the agent answer “where is my parcel?” on the phone. The caller says the voucher number, the agent reads it back, looks it up in ACS and tells the caller the current status, the last stops of the parcel and, once it is delivered, when and to whom.
Open Integrations - Catalogue - ACS Courier - Connect. One connection is shared by the whole company. Then turn on the Courier tool on each agent that should track parcels.
What you need before you start
Section titled “What you need before you start”- An ACS Courier customer account with web service (API) access. ACS enables it on request. Ask your ACS contact for API access for your company account.
- From ACS: an API key, your Company ID and Company password, and a User ID and User password.
What you enter
Section titled “What you enter”Test connection checks the credentials against ACS. Use it before Connect.
First setup
Section titled “First setup”-
Get API access from ACS
Ask ACS to enable web service access for your account and send you the API key and the company and user credentials.
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Connect ACS Courier
Integrations - Catalogue - ACS Courier - Connect. Fill in all five credentials, pick the Language, then Test connection and Connect.
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Turn on the Courier tool
My Agents - agent - Skills - Tools & Workflows - turn on Courier. Track voucher is on by default. Save.
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Prove it
Call the agent with a real ACS voucher from a recent shipment. Say the number. The agent reads it back digit by digit, then tells you the status and where the parcel was last scanned.
What the agent can do
Section titled “What the agent can do”- Track an ACS voucher: current status, whether it is delivered, delivery time and recipient, and the last five checkpoints with place and time.
- Read the voucher back to the caller before the lookup, so a wrong digit does not track someone else’s parcel.
- Find the parcel even when the caller does not say which courier sent it. The agent tries every courier the company has connected, starting with the ones you set up yourself, such as ACS, and then the always-on couriers.
The same lookup is available in workflows through the Courier — Track Voucher node.
Troubleshooting
Section titled “Troubleshooting”Test connection fails
ACS rejected one of the five credentials. Check each one with ACS, especially the two passwords, and confirm that web service access is active for the account. ACS returns an execution error when the user does not have API rights.
The agent says the voucher was not found
ACS has no record of that number. Usually a digit was misheard: listen to the read-back in Calls. If the number is right, the parcel was probably sent with another courier that is not connected.
The agent says it cannot track parcels
The Courier tool is off on this agent, or the agent was not saved after turning it on. Open Skills - Tools & Workflows, check Courier and Track voucher, then Save.