Call list management - urgent

Hi,
I need to generate a call list using campaigns and assign the call list to a number of agents.
Does creating a campaign with communicaiton medium "telephone" generate a call list or a call list has to be generated manually using the target group created in the campaign? moreover, if the list was automatically generated using campaigns, who is authorized to access and distribute this call list? Is it the person who was made responsible for the campaign or the IC Manager?
Second question, how is it possible to divide a generated call list and distribute it to different agents?
Deserving points shall be rewarded , Best regards,
Jacob.

Hi Jacob,
1. The IC manager will be authorized for the generated call list through call list management.
2. The generated call list has to be assigned to Organizational Structure, It will appear in the IC WebClient for the agent.
The IC Manager or Manager assign a call list to the agents through portal.
3. Agents can select the call list that they would like to work on.
Hope It helps.
Regards,
Johnny.

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Call List Management and Interactive Script Editor Examples

Hello All,
Can any one provide docus on Call list management and Interactive Script Editor Exercises or any examples how to implement them.
kindly m a i l me: r a j . k a n d i AT y a h o o . c o m
Cheers Raj.

Muneeb,
I have found what looks like a solution for marketing attributes.
Marketing attribute in the text field, interactive script
However, even though I followed this It is still NOT updating the marketing attributes for the given BP.
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Call list & management

I recently bought my new phone and as an old user of HTC smarth phones, I find it pretty uncomfortable to manage my call list. I cannot group calls from a single contact or filtering call log with one touch and this is somehow annoying.
does anyone happen to know any solution ?
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thanks in advance.

For group or conference call, you may want to refer to this which i don't see any different within Sony and HTC :
http://userguide.sonymobile.com/referrer.php?region=global-en&product=xperia-z2#!Conference-calls.ht...
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Automatic Partner Confirmation in Call List Management

Hi guys,
There are two possible ways to deal with Call Lists and the confirmation of accounts that are in this Call List. One is that after selecting the account and ending the call, the account will be removed from the call list. The other is, that the account will not be removed, this is done by call list profile NO_AUTO_PARTNER_CONFIRMATION.
We are using profile NO_AUTO_PARTNER_CONFIRMATION now because it can happen that an employee selects an account from the call list without calling at all. The problem is that even those accounts stay in the list that have been completed, Interaction Record for their planned call gets status completed. This way it is impossible to get an overview of the real status of the call list.
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Looking forward to any hints and help
Thanks
Nicole Lange

Hi Nuno,
it seems like this is going into the right direction! I copied the confirmation profile, selected both fields and assigned it to the role.
I also went to Business Transaction Synchronization > Define Call State Mapping Profile and made the following settings:
1. Call State Mapping: Call State "Complete" and User status "E0003"
2. Alternative Statuses: Call State "Complete" and User status "E0007", alternative Status CANC
3. Status Mapping: User Status "Complete" and Status mapping "completed".
Unfortunately, the system behaviour has not changed. So when I set an Interaction Record to complete and end the call (all is being done manually by the way) the call will not be removed from the call list. Also, the percentage of progress does not change.
When I unflag the field "No-auto completion" all calls will be removed from the list once I selected one. No matter if I set the Interaction Record to complete or not.
I found out that in order to synchronise from transaction to call list an action profile is needed. So I used action profile CALL_LIST_SYNCHRONIZATION and added it to the transaction. However, still the same problem.
Any config that I am missing?
Thanks
Nicole
Edited by: Nicole Patrizia Lange on May 15, 2011 1:49 AM

Call List Management help

hi
does anyone know how i can create a Call List and then assign it to a responsble person? this responsible person can then assign an agent who will be responsible for processin the call list

hey
To maintain the cutomizing settings for cal list amnagement you will first have to maintain the calling hrs for the business partner in the transaction BP under the tab control and for the contact person in the relationship tab in transaction BP itself.
Once this is done u will have to generate the cal list using transaction CRMD_CALL_LIST in there use transaction PCAL specify the business partner, Responsible user and the organization along to which the user is assigned....once this is done you will have to maintain the call list in transaction CRMD_TM_CLDIST find your call list there and by default it will be inactive u will have to activate it.
Regards,
Diana Dias.
Reward with points!!!!!!!!!!!

Marketing call lists

Hi all,
I have a BIG problem with our call list management process. We are configuring the marketing scenario in our CRM 4.0 system in order to generate several calls from a given target group.
Our problem is based on the agent distribution (of these calls) because we don't find any way to distribute these calls based on rules. (We need assign the generated calls
to different call center agents based on a specific customer criteria. The manual assignment provided by CRMD_TM_CLDIST tcode is not absolutely usefull for our customer).
We noticed that we can do this if we use CRMD_CALL_LIST (instead marketing planner) combined with the Assignmnet Profile (IMG-CRM-IC WinClient - Call List) and
assignment rule development (CRM_CLM_ASSIGNC_BADI BADI).
<b>Do you know any alternative way to distribute calls from an automatic marketing generated call lists?</b>
I need some help with this issue urgently
Thanks in advance
Javier Merino
Message was edited by: Javier Merino Vivar

Thanks for your answer but this solution is not valid for our requirements. We need to assign the marketing calls from a postal code perspective for example.
If the sold.to.party postal code is in a specific range, we need to assign the call to the Agent XX.
I think this is a development requirement but I don't know where's the BADI or whatever.
Thanks in advance
Javier Merino

Call List Mangement - IC Web Client

Hi Gurus,
We are using SAP CRM 2007. I am calling transaction : CRMD_TM_CLDIST using transaction launcher in IC Web Client with team lead business role so that I can Split the Call List, Assign the Call List to CSRs and Activate the Call List. When I select the Call List and right click on to view the list of the commands (as of SAP GUI screen) to work the Call List Management - does not shows me any options (such as split or assign or activate). Does any body know, how to get this work?? please help me out....
Cheers,
Peter J.

Hi John,
Thank you very much for your quick reply and guidance. I know the company which used PCUI - Call List screen, unofficially I came to know that SAP responded this company back saying that, SAP does not have plans to remove this PCUI screen/code from the future upgrades...
Once again thank you very much for your quick responses and the guidance. I will close this link...
Cheers,
Peter J.
Hi John,
2 corrections:
1. We are using IE 8.0
2. Transaction Code CRMD_CLMANAGMENT is not working in CRM 2007, we did the following:
a) Add URL to the URL Repository (SM30 table = crmv_ic_ltx_url) as BSP Application. Application = CRM_BSP_FRAME and Page = Entrypoint.do
b) Create Transaction Launcher entry (CRMC_UI_ACTIONWZ)
c) Crete Logical Link in (CRMC_UI_NBLINKS)
d) Call/Add the logical link to NavBar Profile
e) Add NavBar Profile to Business Role
f) Activate the logical link in Business Role (if necessary)
Cheers,
Peter J.
Edited by: Peter Jacks on Mar 25, 2010 9:30 AM

Chage Call list via WEB UI

Hi experts
in interaction center, the users can see the call lists assigned, but they can't modify it.
So, is possible change/delete call lists via WEB UI??? For example add a call at the list, or delete all the call list??
Best regards
Marco

Hi,
Starting CRM 7.0 SP4 a lean version of the Call List Management application was developed.
It does not cover all the functionality of the SAP GUI application.
Here is a list of features that are covered in this version of the WebUI application:
- Quick search
        View options: tile layout and editable overview page with assignment block
- Advanced search
        View options: tree view and table view
- Creation of new call lists
- Edit existing call lists
      Update contact persons: When editing a call list, you can update the contact persons. By default, the relationship type Has contact person is considered. Contact persons for whom the Do not contact checkbox is selected, are not added to the list of contact persons.
The following tabs are available:
Call List Details
Execution Progress
Assignment
You can create and delete assignments.
Calls (display only)
Business context (display only)
If you are interested in using this lean version you must upgrade to CRM 7.0 SP4, where this functionality has been made available or else you can always carry on with the SAPGUI version of the transaction CRMD_TM_CLDIST.
Hope this information helps.
Best Regards,
Vinod

BP_CONFIRM does not triggers the event properly from call list

Hi expert,
We have upgrading CRM 5 to 7.
The issue is. In the IC_AGENT role. When i got to call list and select a call. The corresponding bp is automatically conformed.
But then when i go to Account identification navigation link i can only see the bp confirmed. the vehicle info of the BP are not displayed the view remains the same. normally it displays the vehicle details in the result view.
If i directly search for a BP and conform it all the vehicle detail are displayed in the result views.
It happens only when a BP is automatically conformed by selecting from the call list.
But in both the cases the Method "CL_CRMCMP_B_CUCOBUPA_IMPL->BP_CONFIRM" is triggered ( it is a customer control in CRMCMP_BPIDENT/CuCoBuPa )
the difference i can find is.
if i conform a bp manually from the account identification screen. the CL_ICCMP_AU_VEHISEARCH_IMPL->IF_CRM_IC_EVENT_LISTENER~HANDLE_EVENT is triggered. ( which is inside the "ICCMP_AUTO_VEHI/VEHISearch" ) which displays the required view.
but when the same BP_CONFIRM is triggered automatically from the call list management view it is not triggering CL_ICCMP_AU_VEHISEARCH_IMPL->IF_CRM_IC_EVENT_LISTENER~HANDLE_EVENT. ( which is inside the "ICCMP_AUTO_VEHI/VEHISearch" ).
so i can see the difference in the event listeners of the 2 process.
below is the piece of code which triggers the event. it is in the method "CL_CRMCMP_B_CUCOBUPA_IMPL->BP_CONFIRM" d ( it is a customer control in CRMCMP_BPIDENT/CuCoBuPa )
raise event BPConfirmed and/or CPConfirmed
    IF lv_bp_confirm EQ abap_true.
      CLASS cl_crm_ic_services DEFINITION LOAD.
      CREATE OBJECT event.
      event->set_name( if_crm_ic_events_con=>gc_bpconfirmed ).
      event_srv = cl_crm_ic_services=>get_event_srv_instance( ).
      event_srv->raise( event ).
    ENDIF.
Can any one help me how to register the event or trigger the CL_ICCMP_AU_VEHISEARCH_IMPL->IF_CRM_IC_EVENT_LISTENER~HANDLE_EVENT is triggered. ( which is inside the "ICCMP_AUTO_VEHI/VEHISearch" )
when i click on call list.
thanks in advance
chella.

Hi expert,
We have upgrading CRM 5 to 7.
The issue is. In the IC_AGENT role. When i got to call list and select a call. The corresponding bp is automatically conformed.
But then when i go to Account identification navigation link i can only see the bp confirmed. the vehicle info of the BP are not displayed the view remains the same. normally it displays the vehicle details in the result view.
If i directly search for a BP and conform it all the vehicle detail are displayed in the result views.
It happens only when a BP is automatically conformed by selecting from the call list.
But in both the cases the Method "CL_CRMCMP_B_CUCOBUPA_IMPL->BP_CONFIRM" is triggered ( it is a customer control in CRMCMP_BPIDENT/CuCoBuPa )
the difference i can find is.
if i conform a bp manually from the account identification screen. the CL_ICCMP_AU_VEHISEARCH_IMPL->IF_CRM_IC_EVENT_LISTENER~HANDLE_EVENT is triggered. ( which is inside the "ICCMP_AUTO_VEHI/VEHISearch" ) which displays the required view.
but when the same BP_CONFIRM is triggered automatically from the call list management view it is not triggering CL_ICCMP_AU_VEHISEARCH_IMPL->IF_CRM_IC_EVENT_LISTENER~HANDLE_EVENT. ( which is inside the "ICCMP_AUTO_VEHI/VEHISearch" ).
so i can see the difference in the event listeners of the 2 process.
below is the piece of code which triggers the event. it is in the method "CL_CRMCMP_B_CUCOBUPA_IMPL->BP_CONFIRM" d ( it is a customer control in CRMCMP_BPIDENT/CuCoBuPa )
raise event BPConfirmed and/or CPConfirmed
    IF lv_bp_confirm EQ abap_true.
      CLASS cl_crm_ic_services DEFINITION LOAD.
      CREATE OBJECT event.
      event->set_name( if_crm_ic_events_con=>gc_bpconfirmed ).
      event_srv = cl_crm_ic_services=>get_event_srv_instance( ).
      event_srv->raise( event ).
    ENDIF.
Can any one help me how to register the event or trigger the CL_ICCMP_AU_VEHISEARCH_IMPL->IF_CRM_IC_EVENT_LISTENER~HANDLE_EVENT is triggered. ( which is inside the "ICCMP_AUTO_VEHI/VEHISearch" )
when i click on call list.
thanks in advance
chella.

Campaing management channel telephony automatic call list

Dear Gururs,
On my current project we have integrated SAP CRM 2007 ICI with Genesys.
From the campaign management we are using the channel "Telephony" and a call list is generated. This call list is syncronized with Genesys and in Genesys we are using the Predictive Outbound to call customers.
When the current call is assigned from Genesys to an agent in IC WebClient I'm receiving the call list id in CAD (as SAP_CALL_ID). This ID is not used by the Interaction Center to identify the call list (I need it because I have a script assigned to the call list from the campaign).
Do I miss some configuration ?
Thanks a lot,
Valentin

Hi,
I had a different thread were I have found the solution and the correct understanding for this functionality.
[You can access it here ...|CRM 2007 - Automated call lists;
BR,
Valentin

Call List Issue

Hi there,
I'm not a novice to BBs however I've come across a tiny issue that I can't seem to sort out.
I have Contacts who have various numbers (for work, home, mobile etc) and on my Contact List they are all saved under their respective names and I utilize the options to add Work, Work 2, Home, Home 2 etc etc etc so that I don't have 4 or so different Contacts for the same person on the Contact List.
That being said, on my Call List I used to be able to view calls (incoming, outgoing, missed) from an individual and it would show up as their name and whatever # they called from at the time. If I scrolled to that name in the Call List and hit the 'menu' button and then 'History' I could then view all the previous calls to/from this person.
Now what has suddenly happened is that each number has shown up separately on my Call List with their own call History.
I prefer it the way it was: One name with the option to view the History from that one name.
Can anyone assist?
I would greatly appreciate it!
Solved!
Go to Solution.

Wellllllllll, Ive managed to resolve this one myself afterall...lol...
I did do a soft reset a couple times before and it didn't work.
But I tried it again...left the battery out a bit longer and EUREKA! The darn thing started working as it should!
Maybe it was just a fluke but I'll take it!

Regarding creating a Mail List Manager ..pls suggest

Hi,
I am trying to create a very primitive Mailing List Manager for general usage. I am facing a few issues and would be greatful if i could get them clarified.
1.I requier a smtp server that will create group accounts, i tried using a few mail servers but they require creating of accounts manually by the admin, is there any mail server that you can suggest that will allow creating user accounts (actually group accounts) and these accounts can be created thru a java program.
2.I searched the Java Mail API but could not find any methods that will allow me to create a user account/mailbox in the smtp server i am using.I am using a very primitive smtp server called " OpMail ".
3.To create this list manager do i require something called JMS, or will mail API only suffice.

1 & 2) I don't know of any mail servers that allow you to create users without admin access.
3) JMS is something else entirely. The Mail API is all you should need.

Error while executing the call list maintenance from the UI ???

Hello All
I am using CRM 6.0
I am want to open the call list maintenance from the IC manager screen the system sues transaction launcher to open it, the URL link defined in the back end is :
sap/bc/gui/sap/its/webgui/!?~transaction=CRMD_TM_CLDIST
but when the system calls the transaction, I got the error:
Transaction CRMD_TM_CLDIST?SAP-C is unknown
Then I have the SAP menu
Regards
Jacopo Françoise

Hi
i think this transaction can be called only in SAP GUI.
SAP has left some transactions (especially those for managers) in SAP GUI.
Regards
Radek

Assign pcal to call list?

Hi,
is it possible to assign planned calls activities to call list?
(scenario: activities planned are made for BPs and later manager has to assign them to call list for agents to execute)
how I can do it?
or maybe do you know if it is possible for an agent to find pcal activity on BP and make a call from this activity?
I couldn't find the same calling functionality in activity as I have in call list workspace.
Regards
Radek

Easiest method to achieve this is as follows.
Create the Campaign.
Select the communication medium as Call.
Select the interactive script which is visible field after you select the comm medium.
Assign the target group in campaign and execute.
It will create the call list with the script.

Interaction Center User cannot see Call List

Hi Gurus,
I have created a new call list with some calls and I assign it to an user and I have also activated the call list, but when I enter to the WebClient UI with that user who has a business role which have the option to see the call list, the call list assigned to the user doesn´t appear. Which might be the problem?
Thanks and regards.
Jesú

Hi,
From the top of my head:
GO to the transaction used by the Call center manager
Find the call list
Assign it (depends on your scenario, you can assign it directly to the teleagent or to the Telecenter)
Activate the call list
Sometines, you need to be careful that the teleagent belons to the right Telecenter
Hope it helps,
D.

Call list management - urgent

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