Interaction Centre: Call Lists

In order to create a call list using the BP call time, the business partner that can be used for this type of call list needs to have the role Sold-to party where calling hours need to be maintained.
I changed the BP role to Sold to Party, chose the Classification/Hours tab, went to the Business Hours section unfortunately <b>Calling Hours, Goods Recieving hours, and Visiting hours</b> buttons are all grayed out, they seem to be deactivated.
Can someone assist me with how I can activate these buttons.
Regards
Míce

Well, that's strange.
Usually they are greyed out in BP display mode because for the first time you have not maintained it. But as soon as you go to "change" mode, all three buttons gets enabled as that's how you can maintain them. Once you maintain any one (say visiting hours), next time when you open the BP in display mode, button for visiting hours will be enabled (even in display mode).

Similar Messages

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.
Also, I am no further forward in knowing how to add BDC Field entries in the Answer so that we can update BP fields like the preferred communication method etc.
I would like to hear from you if you have found a solution Muneeb.
With regards
Jason

Integration of Interactive Script to Call List

Dear Experts,
I have assigned an Interactive Script to a call list
Via Outbound dialer the call was placed
BP was automatically confirmed when the call was answered
but the assigned script was never launched
also when i click on the Scripts Work Center only the initial screen was shown where all the available scripts are shown in the dropdown
I was expecting that the script will be automatically launched once the call is placed and BP is confirmed
can any one throw some light on it
Regards,
Raj

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 filtering

Hi, does anyone know if it's possible to change call list display in CRM7.0 Web UI so that all calls in a list are displayed. Currently it only seems to display calls where the start on time has already been reached.
I found this comment in the IMG documentation (Define Call List Dispatching Component Profiles) but haven't been able to find a way to change these standard filtering rules:
"Default Settings
There is a default profile available.
In addition to the profiles you create, call lists use the standard filtering rules. The standard filtering rules use the call's Start On, Stop On, and Maximum Number of Attempts data to limit the number of calls that are available in the call list."
Thanks
Mike

Yes you can filter the calls in call list via following way.
Go to SPRO - CRM - Interaction Centre WEB CLIENT - Additional Functions - Call lists - DEFINE CALL LIST TYPES.
Define one Call list type for ex : ZTEST_CALL
Save it.
Then go to Define Call List dispacthing components NEW ENTRIES then select CUSTOM ORDER CONTROL COMPONENT - It will give you the ZTEST_CALL in result.
Then Assign one Z Class by copying from the Class CL_CLM_INTERACTION_DISPATCHER and then save it.
in the Z class Method : IF_CLM_INTERACTION_DISPATCHER- GET_ACTIVE_INTERACTIONS you can filter the calls. This gets called when you select or open the call list form IC_AGENT role so you can put break point and check.
NOTE: You need to assing this call list type in the transaction CRMD_TM_CLDIST to your call list.

BW and CRM - Interactive Centre

Hi All - I'm currently working on an SAP and CRM implementaton project and am new to CRM. I couldn't find any useful information in this regards. If any have worked in this module, please provide me some information and help.
Thanks. Points will be assigned

Hello Claudia.
If it helps you to go a little further, I work with a BI 7.0 integration with CRM4.0 system.
I think that when you are referring to 'Interactive Centre', you are referring the application Interaction Center Webclient, available at CRM system.
This application is designed for Call Centers, so that agents can use it to register contacts, create service tickets, make survey's, etc,etc...
For me, the most important datasource is 0CRM_SRV_PROCESS_H that extracts all information related to header information of CRM service orders (you have also 0CRM_SRV_PROCESS_I for extracting the items information), and 0CRM_SALES_ACT_1 for contacts (Interaction Records).
But there's a lot of other datasources that can help you to get more CRM information. They usually start with prefix 0CRM* and you can get a list of them at RSA5.
Kind regards.

Assignment of call list to individual agents within the same territory

Hello,
I am hoping someone may have come across something like this and can tell me how they solved it.
We have two different user groups who are both interaction centre agents. We have set up the partner determination procedure to be based on territory for the call lists. There will be a user from each of these groups assigned to the same territory. Is there anyway that you are able to choose by using a characteristic of the call list which of the agents the calls are assigned to baring in mind they are in the same territory?.
Many Thanks
Caroline

Rich,
Retransport whole function group again by
After creating transport. using SE01 Click on the child task an choose Request/Task --> Change task in the menu.
Your task should be unclassified at the moment.
then go to change mode place the cursor in the child task then Press SHIFT+F11(display object list).
Click on New entries button.
Enter the following values:
for field PgmID : R3TR
for field Obj : FUGR
for field Object name : name of the function group to transport
Save your entries. and TRANSPORT
a®

Interaction Centre: Survey not saved correctly

Hi,
We are using SAP CRM 5.0 Interaction Centre. While creating a customer feedback transaction with survey in Interaction Centre, following is the observation:
1. We open the customer feedback transaction, enter the mandate information in the details tab and save the transaction.
2. Then navigate to questionaire tab and fill-in the survey questions and save the survey.
3. Navigate back to details tab and save the transaction. The survey and the transaction are saved correctly. Instead, without navigating back to details tab, when we try to save the transaction from the questionaire tab, neither the survey nor the transaction is saved.
Recently the application was upgraded from SP15 to SP16.
Please provide your inputs in solving this issue.
Thanks in advance.
Regards,
Venkat
Edited by: kvenkat24 on Dec 14, 2010 8:02 AM

Hi Hongyan Shao,
Thanks for taking your time to answer my issue.
Actually we have two issue in this
1.When users press the End button, ideally, the current screens should be closed and default screen of Accoutn Identification should be shown.
This does not happen.
Actually, nothing happens when users press the End button.
Users cannot click on anything else too and the screen seems to be frozen.
Users have to close the IC session and relogin.
2.And one more issue is when user ends call by click on end button it goes to account identification but Name of the account still be there on top left top side where it shown account name. but it allows agent to take another call and create service ticket.
Please note that we are using CTI( Avaya phone)
Now since these two are an intermittent issues, i do not have reproduction steps.
Thanks and regards,
Teja

IC Web Client: Requirement: After click on button END back to CALL LIST

Hello Experts,
we are using CRM 2007 (6.0).
I have to implement the following requirement:
When the user clicks on the button END in Interaction Center the user should come back to the CALL LIST.
Right now the the system always is getting back to IDENTIFY ACCOUNT. This is not very comfortable for the user as he or she has always make a view clicks to come back to the call list in order to call the next account (customer).
I tried to implement the required behaviour using rule policies (Intent Driven Interaction).
I customized the following:
If
Current Event Equals Interaction ended
Then
Navigate To ( Navigation Object type:Action = "IC_BT_IHI:B" )
Now I am pretty sure that the event 'Interaction Ended' is the right one, BUT my action is not correct! The system does not jump back to the call list.
My problem is that I can't find the correct action which gets me back to the CALL LIST!
Or is there another way to implement this requirement?
I would really appreciate your help!
Thank you and kind regards,
Roman
Ps: Actually there is an action called CALLLIST:B (Call Lists:Display) but this action does not seem to work properly!
Edited by: Roman Richter on Feb 28, 2011 11:55 AM
Edited by: Roman Richter on Mar 29, 2011 11:12 AM

Hello Experts,
we are using CRM 2007 (6.0).
I have to implement the following requirement:
When the user clicks on the button END in Interaction Center the user should come back to the CALL LIST.
Right now the the system always is getting back to IDENTIFY ACCOUNT. This is not very comfortable for the user as he or she has always make a view clicks to come back to the call list in order to call the next account (customer).
I tried to implement the required behaviour using rule policies (Intent Driven Interaction).
I customized the following:
If
Current Event Equals Interaction ended
Then
Navigate To ( Navigation Object type:Action = "IC_BT_IHI:B" )
Now I am pretty sure that the event 'Interaction Ended' is the right one, BUT my action is not correct! The system does not jump back to the call list.
My problem is that I can't find the correct action which gets me back to the CALL LIST!
Or is there another way to implement this requirement?
I would really appreciate your help!
Thank you and kind regards,
Roman
Ps: Actually there is an action called CALLLIST:B (Call Lists:Display) but this action does not seem to work properly!
Edited by: Roman Richter on Feb 28, 2011 11:55 AM
Edited by: Roman Richter on Mar 29, 2011 11:12 AM
SOLUTION:
Customizing was missing:
Define Generic OP Mapping:
Flag at 'Use Link ID'
Maintain IC_CALLIST in Logical Link ID

Call List and Creation of a Complaint as a follow-up document

Hi Experts,
I have a basic question in reference to the Call List Functionality of SAP CRM 7.0. We have to generate a list to measure the satisfaction of our customers. In this cases it is possible that the customer is very unsatisfied with the provided service and wants to open a complaint. Now my question is, if it is possible to open a complaint in the form of a follow-up document of the call list (so that the data of the customer is directly copied from the call list to the complaint - I am talking about data like Business Partner ID, etc.).
Is that possible? What is the customizing I have to do to make this possible? What are the basic steps?
Best Regards
Oliver

Hi Oliver,
Don't know if I understand correctly the question, but if it helps, here's my opinion.
Normally, we create every call of a call list associated with a document... a contact/interaction record.
So, for your scenario, I would try to create 'complaint' as follow-up document of that contact.
Then the agent makes the call and:
- If the customer don't answer or don't want to complaint, just close the contact with the respective reason
- If want to answer and have a complaint, the agent create a follow-up document of complaint type, and fill with the respective information.
Hope that helps you a little more.
Kind regards,
Garcia

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 in IC Web Client

Hello All,
I have successfully created a call list and am able to call people from the call list in IC Web Client.
When I click the "Full View" link on the top right corner of the screen, I see a table with the following fields: No, Name, Calling Times, Telephone, Attempts and Call Result.
After selecting the person to call, when I click on Dial button, it takes me to "Interaction Record". I fill the values there and save it successfully. Now when I come to the Call List again, the "Attempts" and "Call Result" columns show '0' and ' ' respectively.
When I have successfully called a person, why is the Attempts column not getting updated and why is the Call Result column empty. Also what values should have ideally gone to the Call Result column.
Your help would be greatly appreciated and rewarded.
Regards,
Khushboo

Hi Carl,
Thanks for your inputs.
To simulate a call:
1.) Configure Contact Center Simulator. (Refer C78 CRM Interaction Center Web Client )
2.) Launch the Contact Center Simulator page
3.) Click on the Information Link under the Telephony head, with information from here you will be able to launch an inbound call to a CIC Agent.
Hope it helps.
Regards,
Khushboo

Assign Script to Call List Business Context

Hi,
I am battling to find a method to assign an Interactive Script to a call list programatically.
the standard method of achiving this is:
1. Transaction CRMD_TM_CLDIST
2. Expand the desired Call List in the left pane
3. Click on the "Business Context" option in the left pane
4. In the right pane, click on the "Scroll" icon (Add IC Winclient Script) and select the script to attach.
This process updates field SCRIPT_ID in DataBase table CRMD_TM_CL_CMPGN (which is linked to Entity Type CRM06189).
I have traed and searched for an FM of Class/Method to perform this programmatically, to no avail - any assistance is appreciated.
Many thanks
Steven

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.

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.
We are looking for a solution to remove the account from the call list once the status is complete.
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

How to display Call list Large view as the initial view dynamically.

My requiremet is that
1) User chooses a call list -> then clicks display calls -> then clicks Calls Full view
Now ClmCallListDetailsLarge View is displayed
2) Now the user chooses a call and then prceeds to Account confirmation, Interaction Record and then ends the call.
3) Now when the Call list is choosen from navigation bar Available 'ClmAvailbleCallLists' View is displayed, but the requirement is to display 'ClmCallListDetailsLarge' view.
4) There is some standard code related to this in 'DO_REPLACE_INITIAL_VIEW' method of the window controller. but this method is not getting triggered at all.
Please let me know how this can be achieved

Thanks for idea.
Assume I stored my data in a List of HashMap.
Could you provide an example of JSTL for displaying this list?

Interaction Centre: Call Lists

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