Use

You can use the Call Center (CALLCTR) component to identify incoming calls using the telephone number. The component triggers search functions from Automatic Number Identification (ANI) here. The actual search is executed in the Business Partner Search component.

This component also makes entries in the fields for the number called Dialed Number Identification Service (DNIS) .

Integration

If the incoming call can be identified, the system displays data for the customer in the Business Partner Search, Data Environment and Ad Item Entry . If the incoming call cannot be identified, the customer has to be identified manually in the Business Partner Search .

See also: Business Partner Search and Processing

This component is invisible. This means it runs in background processing and is not displayed on screen.

See also: Component

The component establishes the connection between the Computer Telephony Integration (CTI) component and the visible components for telephony integration in the CIC .

See also: Telephony Integration

The component is one of the CIC components in SAP Customer Service .

See also: Call Center

Prerequisites

You want to use the CIC with telephony integration.

You have assigned the invisible component Call Center (CALLCTR) to a framework.

See also: Framework See also: Component

You have created a component profile for the component. You have specified whether incoming calls are to be identified using Automatic Number Identification (ANI), Call Attached Data (CAD) and/or user-developed function modules.

You have assigned the component profile created above to a CIC profile with the CALL_CENTER_COMP_CONFIGURATION profile type.

See also: CIC Profile