Dunning by Telephone 

Use

You want to contact dunned business partners by telephone.

Prerequisites

Configure the dunning activities in the Implementation Guide for Contract Accounts Receivable and Payable under Business Transactions ® Dunning.
Using the component Customer Contact, you can enable your clerks to document communication with business partners in the system. To do this, carry out the contact configurations for the program context SAPLFKKDUTL in the Implementation Guide for Contract Accounts Receivable and Payable under Basic Functions ®Customer Contacts ® Define Configurations.

Features

If you use the function module FKK_SAMPLE_0350_TEL_ITEM as dunning activity, the dunning activity run automatically includes business partners that receive a dunning notice in a telephone list. You can then use this list to contact the business partners concerned by telephone.
To process the telephone list, in Contract Accounts Receivable and Payable you can use the transaction Dunning Notices Telephone List in the SAP menu under Periodic Processing ® For Contract Accounts ® Dunning. Several clerks can use this transaction simultaneously. If the call to the dunned business partner has been made, the clerk responsible can set the entry in the list to “Completed”. To give a business partner information during the telephone call, you can use the detail information for an entry in the telephone list, for example, to access the account balance, to access the objects linked to the dunning notice, and to access another function that you call up installation-specific in event 9011.
To document the communication with the business partner in the system, the clerk can also create customer contacts manually or automatically – depending on how the system is configured.

The activities in the telephone list are protected by the authorization object F_KKDUTL.

You can delete old entries that are no longer required with report RFKKMADUTL – this decreases the burden on the system. Make sure you read the report documentation.

Using correspondence type 3003, you can use the correspondence recipient control to enter an alternative business partner in the telephone list.

If you use the function module FKK_SAMPLE_0746_TEL_ITEM as a dunning activity, you can also create a telephone list in Correspondence Dunning (compare Dunning Incoming Correspondence).

In the Implementation Guide for Contract Accounts Receivable and Payable, under Technical Settings ® Prepare Processing of Clarification Worklists, you can adjust the functions of the clarification worklist. In particular, here you can define your own processing status and user commands. SAP delivers the function module FKKDUTL_EVENT_UCOMEXIT_OTHER as an example for user commands.

If you do not process the list created by the dunning activity run in Contract Accounts Receivable and Payable with the transaction Dunning Notices Telephone List, but want to forward it to an external system, for example, the call center in mySAP CRM, you have to implement events 9010, 9012, and 9013. You can forward the list as follows:

·        Automatically in the dunning run
Define the function module FKK_TRANSFER_CALL_LIST_1799 in event 1799.

·        Independent of the dunning run
Start report RFKKMADUTLTRANF. Make sure you read the report documentation.