The IDES AG has set up a call center for the areas Sales and Distribution and Service Management. Incoming customer calls are routed to the call center employees via Computer Telephony Integration (CTI). The call center makes it possible to execute a variety of telephone operations – such as, receiving calls, forwarding calls and callbacks. The call center employees can use call processing to call up the R/3 functions required for the specific Sales or Service area (for example, creating a service notification).

The first two preparatory steps required to run this IDES process are carried out just once by the system administrator when they set up the call center.