Problem integrating Call-list's call results

Dear SAP experts,
I recently integrated the Call-list and wanted to take it to the next level. I have the call-list, calls, and assignments all set up, along with synchronized connection between the call and it's corresponding Business Transcation.
I was able to find the SPRO path towards defining call results/rescheduling reasons, but was unable to integrate it in my business procedure.
A little background:
I have predefined call-lists defined. I inject calls into them via ABAP coding (triggered by HTTP from my external CTI System).
For instance, every time a "callback" request occurs in the CTI system, it reaches out to SAP CRM by HTTP request and triggers a call creation and transaction creation. The Agent assigned to the call-list then identifies + makes the call directly from the call list.
I am not sure what should happen next... Where do the call results come into play?
Is he required to navigate to the relevant BT (via call list) and record the changes there? or can he record call results directly from the telephony toolbar?
Any guidance on the subject would be highly appreciate!!!
Thanks in advance,
Alon Chanoch
SAP CRM IC: Call-list creation.

Not a setting but a bug that occurs on many Nokia phones, including my N82 with V31 on it. i suggest you try a software update and if that doesn't solve then I don't think there's much we can do about it.
It doesn't bother me so when I see a thread about it I just move along. Do a search on this forum, who knows, You might just find something
Show your appreciation. Hit that kudos button real hard

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now, appears the calls, and the problem exposed before was fixed. But if calls was created from a campaign, when i try to access to the campaign clicking the "show campaign" button, it have no effects.
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For certain Call Lists in the CRM 2007 Web IC, when a call is selected there is a warning message to say that the "Call has been picked up by another agent, locked or completed" .
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Edited by: Daniel Moore on Aug 21, 2009 11:22 AM

Hi CRM gurus,
Can you please let me know which method of which class should be used to create a call in a particluar call list?
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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.
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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:
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2. Alternative Statuses: Call State "Complete" and User status "E0007", alternative Status CANC
3. Status Mapping: User Status "Complete" and Status mapping "completed".
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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.
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Any config that I am missing?
Thanks
Nicole
Edited by: Nicole Patrizia Lange on May 15, 2011 1:49 AM

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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.
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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.
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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
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Activate the call list
Sometines, you need to be careful that the teleagent belons to the right Telecenter
Hope it helps,
D.

Marketing permission : consulting number excluded from a call list

Hi,
Sap help mentions "a protocol containing a list of the accounts that are not contained in the call list as a result of the marketing permission check.".
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Eli

Hi, Eli.
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Call list management - urgent

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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.
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Hope It helps.
Regards,
Johnny.

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Hi,
I want to extract the call list and call information for each user assigned ´to any call list in the CIC area.
I need to extract information like:
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Calls completed
Calls posponed
Business Partner of the call..
Until now I hava already find some information in tables:
CRMD_TM_IACT                   Calls        !!!!!!!!!!!!!!
--> CL_PID = ID der Call List
CRMD_TM_CL                     Call lists
--> PID = ID der Call List
CRMD_TM_ASSIGN                 Call List Assignments
--> BO_EXID = User
--> CL_PID = ID der Call List
But I do not find the information about the business partner assignments.
Does anybody have some hints for me (e.g. BP assignment table or function modules for reuse).
Thanks in advance
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Hi
try
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if not helpful:
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In our scenario we are using IC Win Client 5.0.
During the generation of the call list it to my understanding that when a call is scheduled for a Business Partner a corresponding activity is created and linked to the call. It is in this process that the partner determination procedure for the linked activity kicks in and should determine the BP from the sceduled call and fill the field 'Sold-to-Party' in the activity.
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Whats really odd is that if we erase the Sold-to-party field leaving it blank and press enter, the contact person is filled in the same field! It seems like something is missing in the procedure or the way I use the access sequence.
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Pedro
For activities you should not determine SoldToParties, but rather Activity Partners. Please have a look at the standard partner schemes for activities, to see which partner functions are usually used for activities besides the activity partner.
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Hi All,
In my contacts I have contacts that have multiple numbers, for example for the contact John I have his mobile number and his home number both stored under the same name and each has its little phone icon: a mobile phone icon for the mobile number and a regular phone icon for the home number.
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Message Edited by thecrow163 on 09-Mar-2008 06:43 PM

29-May-2008 05:19 AM
gemini632003 wrote:
I still haven't figure out how to get the correct symbol to appear in relation to calling numbers, all I get is only mobile icons regardless of mobile, home or business calls.
Since the beginning it was a bug, Nokia seems not to be interested to fix it and it is not so good for a toy I payed, 1 years ago, 900€. Personally it annoys me a lot, since I have contacts with several numbers. Really soon I will change my mobile, I think after years, I will not buy a Nokia. Regards.

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Dear Experts,
I have assigned an Interactive Script to a call list
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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
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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.

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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).
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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!
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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

Problem integrating Call-list's call results

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