Contact Processing

Use

The Contact Processing (CONTACT_MAINTENANCE) component is used to instruct the system to create and edit contacts.

Integration

The Contact Processing component is part of SAP Contract Accounts Receivable and Payable .

See also: Creation of Customer Contacts

The contact is the central starting point for interaction with a customer in the SAP Media CIC .

If the customer was identified in the Business Partner Search , the system creates the contact automatically. The button with the Next Contact quick info is available to you for contact processing in the Business Partner Search .

See also: Business Partner Search and Processing

All contacts created for a customer can be displayed in the Data Environment in the CIC. They can also be edited from here. The standard transactions for SAP Contract Accounts Receivable and Payable appear.

  • Create Customer Contact (Transaction BCT0)

  • Change Customer Contact (Transaction BCT1)

  • Display Customer Contact (Transaction BCT2)

See also: Data Environment

See also: Editing and Evaluating Customer Contacts Manually

All contacts created by a call center agent can be displayed in the Contact History . They can also be edited from here. Contact Processing appears here.

See also: Contact History

Prerequisites

You want the system to create a contact for any interaction that your company has with a customer, for example when a customer requires information, places an order or makes a complaint about an order.

You have created a component configuration for the Contract Processing ( CONTACT_MAINTENANCE) component in the Customizing settings for Contract Accounts Receivable and Payable and defined the way in which this configuration is to be determined.

Activity

Menu path

Make settings for Contact Processing

Start of the navigation path Financial Accounting Next navigation step Contract Accounts Receivable and Payable Next navigation step Basic Functions Next navigation step Customer Contacts Next navigation step [...] End of the navigation path

You have entered sub-context 0001 for the CL_ISU_CONTACT_WORKSPACE======CP program to define the access contest used to determine the component configuration.

Note Note

The SAP Media reference clients contain standard settings for the Contact Processing component in the CIC_DEF configuration.

End of the note.

You have assigned the Contact Processing (CONTACT_MAINTENANCE) component to the Application Area in the SAP Media Customizing settings.

See also: Navigation and Application Area

Features

If a component configuration has been created, configuration determination has been defined and the customer was identified in the Business Partner Search , the system creates the contact automatically.

The customer identified is copied into the contact as the contact partner. The contact data is defined from the default values for component configuration. You can change these default values.

You can for example record the fact that a customer was unhappy following a telephone call, or ask the customer where they saw the campaign prior to order entry and record this information in the contact data.

This information can be evaluated at a later stage and can trigger subsequent actions in your company.

To terminate the contact, you must include the Terminate Contact button in the CIC application toolbar.

See also: Toolbar

See also: Customer-Specific Toolbar

By terminating the contact, the business objects in the Business Object Display are linked to the contact and the contact is saved. This function also initializes the selection criteria in the Business Partner Search and all components in the Navigation and Application Areas . Terminating the contact also terminates the telephone call for a telephone contact.

See also: Business Object Display