Processing a Customer Call (Variant A) 

Use

You play the role of an employee in a call center of the IDES AG. You take a call from a customer. The customer informs you about a defect of an equipment. On the basis of this information, you create a service notification.

In this process, we simulate Computer Telephony Integration (CTI). During this simulation session, dialog boxes appear in which you can make technical entries for test purposes. To skip the dialog boxes, choose .Of course, these dialog boxes do not appear when you are working in a productive system.

Procedure

  1. Call up the transaction as follows:
    2.

    Menu Path

    Logistics ® Customer Service ® Customer Interaction Center ® Front Office ® Front Office

    Transaction Code

    CICO

  2. In the subsequent technical dialog boxes, choose , until the Customer Interaction Center screen appears.

    3. We now simulate an incoming customer call in the Call center.

  3. Choose Inwait.

    4. The wait mode informs the system that the agent is ready to take incoming calls.

  4. In the dialog box, choose .
  5. Enter the following data:
    6.

    Field

    Data

    Call status

    Ringing

    ANI

    040-567-712

    (The telephone number of the calling communication partner)

    DNIS

    0800-123456

    (Telephone number dialed by the communication partner)

  6. Choose .

    7. The system responds to the new call and displays the incoming telephone number. The system uses the ANI function (Automatic Number Identification) to identify the name of the caller on the customer side.

    The system also displays the service number dialed by the customer and an accompanying description.

  7. Choose the Search/Display tab page.

    8. You can see that the caller is an employee of the company Hitech AG.

  8. Choose the Callstate tab page.
  9. Position your cursor on the caller row, then choose Answer.

    10. You are now connected with the caller.

  10. Choose the Search/Display tab page.
  11. Choose .
  12. Enter the following data:
    13.

    Field

    Data

    Customer number

    1171 (defaulted)

    Sales organization

    1000 (defaulted)

    Distribution channel

    Not selected

    Division

    Not selected

  13. Choose .

    14. The system lists information for the customer.

  14. Choose until the Customer Interaction Center screen appears.
  15. Choose the Business Data tab page.

    16. You see the information for this business transaction (customer and contact person).

    The customer reports a defective piece of equipment. You enter a service notification.

  16. Choose the Service tab page.
  17. Choose .

    18. The system defaults the notification type, the customer number of the sold-to-party is taken from the business data display.

  18. Enter the following data:
    19.

    Field

    Data

    Notification (in the first line)

    Problem with hard disc

    Equipment

    10003562

    Object part (1st field)

    PC

    Object part (2nd field)

    5

    Damage (1st field)

    PC

    Damage (2nd field)

    E

  19. Choose .
  20. Choose .
  21. Choose the Business Data tab page.

    22. The system displays the issued notification number.

  22. Choose Edit ® End call.
  23. Choose until the overview tree appears.