Business Partner Search and Processing

Use

You can use the component Business Partner Search and Processing (CSEARCH_DISP) to search for, identify, and process business partners.

Integration

If you use telephony integration, the system can use Automatic Number Identification (ANI) or Interactive Voice Response (IVR) to identify business partners who call.

See also: Telephony Integration

If you do not use telephony integration, or if calling business partners cannot be identified using Automatic Number Identification (ANI) or Interactive Voice Response (IVR), the call center agents must identify the business partners manually.

Prerequisites

You want to search for a business partner's master data.

For example, you work in the telephone ad sales office at a publishing house and want to determine whether a customer has been created as a media or sales customer in the business partner master data and whether the address and communication data displayed is correct.

You should have assigned the visible component Business Partner Search and Processing (CSEARCH_DISP) and the invisible components CSEARCH_HIDE and ISM_HSEARCH to a framework in Customizing for Customer Service .

See also: Framework

You must create a component profile for the Business Partner Search and Processing component in Customizing for SAP Media under Start of the navigation path Customer Interaction Center (CIC) Next navigation step General Settings Make Settings for Business Partner Search/Processing Component End of the navigation path and assign it to a CIC profile with the profile category CONTACT_SEARCH_CONFIGURATION in Customizing for Customer Service .

See also: CIC Profile

Note Note

The SAP Media reference client contains the component profiles CS_STD_01 and CS_STD_02 for the Business Partner Search and Processing component.

End of the note.

You should have defined a profile for the search strategy in the Business Partner Search and Processing component under Start of the navigation path Customer Interaction Center (CIC) Next navigation step Component Configuration Define Profiles for Search Strategies End of the navigation path in Customizing for Customer Service . The component profile should be assigned the function module ISM_CIC_SEARCH_CREATE_SMALL . This function module determines how the business partner search takes place:

By entering the data in the Business Partner Search for a manual search
Using the call data for an automatic search:
- ANI search type for a search by caller number
- IVR search type for a search by IVR data

If you use telephony integration, you must specify the order in which the search types are to be used for incoming calls in the component profile for the Call Center (CALLCTR) component.

ANI search type
- Search key: ANI
IVR search type: Various types of search are possible according to the data that was attached to the call using IVR (Call Attached Data, CAD):
- Search key 1: Interpret CAD information
  - BPARTNER: Business partner number
  - ORDER_MSD: M/SD order number
  - BILL_MSD: M/SD billing document number
  - ORDER_MSD: M/SD reference number
  - ORDER_MSD: M/SD order number
  - BILL_MAM: M/AM billing document number
  - ORDER_MAM: M/AM box number
  - SOC_SECU: Social insurance number
- CAD object: Area of the CAD data in which information obtained using IVR is recorded, such as the value KEYVALUE
- Search key 2: Name of the field in which information in this CAD data is recorded.

If you want to search for business partners by telephone numbers, you must generate the index fields required for the search in table JGTSADR using report RJYCICANI.

You must specify the data area ISMA - ISM Address Management under Start of the navigation path CustomerInteraction Center Next navigation step Administration SAPphone System Administration List of User Settings End of the navigation path in the SAP Easy Access menu so that the system searches in the SAP Media address data when incoming calls are received.

Features

The Business Partner Search and Processing component comprises a selection screen and various output screens.

Selection Screen

Selection Criteria

The selection criteria you can specify when searching for business partners include the following:

Business partner’s identification number
Business partner’s name, address, and communications data
Additional identification numbers, such as order number, box number, or social insurance number (USA only)

The selection field for searching with additional identification numbers is a variable search field and you can select the logic in the dropdown list for the field beside it. For example, if you choose the value Order Number , you can search for business partners by order numbers. If your SAP system is connected to TREX and you choose Full Text Search , you can use the full text search from TREX for a business partner search.

The values in the dropdown list for the variable search field depend on the component defined in Customizing as the start component (M/AM, M/SD), or the component selected as the active component in the adjacent dropdown list. The component determines which selection criteria and logic are used to find business partners. If you select the No Component Change indicator in Customizing, the system does display the components M/AM and M/SD for selection on the selection screen.

You can define the search area and switch between search areas using the pushbutton with the quick info text Search for Business Partners and the pushbutton with the quick info text Search for Households . The selection criteria that belong to this search area are activated or deactivated depending on which search area was specified in Customizing or chosen on the selection screen. If the No Change of SArea indicator is selected in Customizing, the pushbuttons are not displayed on the selection screen.

Note Note

You specify the field in which the cursor is positioned for entering selection criteria in Customizing. If a cursor position is specified in the user parameter JHV , the Customizing entries are overridden.

End of the note.

If you want to speed up the business partner search, specify the business partner's ID number, the telephone number, or one of the additional identification numbers for the search.

You do not need to write out the names of persons, streets, or cities in full. You can make masked entries for these selection criteria by entering an asterisk (*) as a placeholder. You must enter at least one character before the placeholder.

If you have created abbreviations for city and street names in SAP Media Customizing under Start of the navigation path Master Data Next navigation step Business Partner Address Maintain Substitutions for Phonetic Search, you can use these abbreviations in business partner searches, for exampleNY End of the navigation path for New York .

If you select the Enhanced Address Search indicator in Customizing, the system reads major customer and PO box addresses in the business partner search. You can make a default setting for this indicator in the user parameter JKX .

If you select the Address Search by Name indicator in Customizing, you can search for business partners by specifying only their last names.

You can also search for a business partner by their classification. You can choose the classification in the input help (F4) for the business partner ID.

Perform Search

Once you have entered the selection criteria, the following pushbuttons are available for the business partner search:

Button	Use
Button with quick info text Search	Execute the search using the specified selection criteria.
Button with quick info text Extended Search	Depending on the component specified, you can switch to central access in Advertising Management (IS-M/AM) or Media Sales and Distribution (IS-M/SD) , display the business partner's orders, select an order, and execute the business partner search in the CIC for the selected order number. Use this pushbutton if the system lists several business partners for selection after the search and you are unable to identify the business partner definitively according to the data displayed in the hit list, for example because a duplicate business partner has been created in master data. If you want to search by order number the first time you search for a business partner, use the field for searching using different identification numbers (see Selection Criteria ). If you use the Business Add-In (BAdI) ISM_CIC_BP_SEARCH , you can also use the pushbutton to access a business partner search with customer-specific selection criteria and algorithms. For further information, see the SAP Media Implementation Guide under Customer Interaction Center (CIC) General Settings BAdIs Individual Search for Business Partners. You can use the default implementation of method IF_EX_ISM_CIC_BP_SEARCH~BUSINESS_PARTNER_SEARCH as an example of how to implement the switch to central access as an extended search in your BAdI implementation.
Button with quick info text Manual Identification	Confirm that the data displayed matches the business partner you are searching for and verify the contact: The Find , Extended Search , and Manual Identification buttons are deactivated and the Change of Address and Refresh buttons are activated. The business partner is added to the Business Object Display as a business object. The system reads all the data on the business partner and displays it in the corresponding components of the navigation and application area ; for example, in the data environment , in ad item recording , or in the order overview . If the Automatic Identification indicator is selected in Customizing, the system performs manual identification and the Manual Identification indicator is deactivated.
Button with quick info text Refresh	The system reads the business partner data and displays it in the corresponding components in the navigation and application area , which refreshes it if necessary. This button is not active until the business partner has been identified.
Button with quick info text Clear All Fields	Reset the selection criteria to the values last entered. If you press this button again, the selection criteria are initialized. This does not end the contact or the call. You can use this button, for example, if you have identified a customer by mistake. By resetting the selection criteria, you can restart the search without having to enter the criteria again.
Button with quick info text Next Contact	End the contact and reset the selection criteria to the values last entered. If you press this button again, the selection criteria are initialized. This does not end the call. You can use this button, for example, if a customer wants to make a change for two business partners with the same address one after the other. When you press this button, the system completes the transaction for the first business partner, creates a contact, and enters the values last used as selection criteria. By contrast, the End Contact button ends both the contact and the call. This function also initializes the selection criteria and the components in the navigation and application areas . See also: Contact Processing

Once you have entered the selection criteria, you can choose the Find , Extended Search , or Manual Identification buttons.

However, if you want to search for a business partner and then confirm that the name, address, and communications data matches the business partner, you can only use the Search or Extended Search button.

Output screen

Depending on the search result and the Customizing settings, the system takes you from the business partner search to the following output screens:

Search result	Output screen
No business partners found.	You remain on the selection screen and can use the button with the quick info text Create to create the business partner in the role of Media or Sales Customer in business partner master data.
One business partner is found.	You remain on the selection screen. The system copies the business partner’s name, address, communication data, and identification number to the selection screen from the business partner master data.
Several business partners are found.	The system displays the hit list according to the Customizing settings: If you want the hit list to be displayed in a dialog box, you do not need to make any further settings in Customizing. Depending on the start component you chose, the following processing functions are available in the list: Display media customers only (M/AM only) Display all business partners (M/AM only) Display business partner master data Change addresses Display sales summary Contract monitoring (M/AM only) If you want the hit list to be displayed on a tab page in the navigation or application area , you must assign the component ISM_HITLIST to the navigation or application area . The advantage of displaying the list in the navigation or application area is that the search result is retained until the contact ends, which means that you can select another business partner from the list without having to execute a separate search. The standard SAP List Viewer functions are available to you for editing the list. See also: SAP List Viewer (ALV): Classic If no settings have been made in Customizing, the system displays all the business partners. This includes all general business partners from all sales areas and not just media or sales customers. If you use the BAdI ISM_BP_SEARCH , you can add your own data and processing functions to the lists. For further information, see the SAP Media Implementation Guide under Customer Interaction Center (CIC) General Settings BAdIs Business Partner Selection with User-Specific Functions. When you select a business partner from the list, their data is copied to the selection screen.

If you want to prevent business partners being displayed with addresses that are out of date, you can make entries for the user parameters ISM_CIC_BP_FROM and ISM_CIC_BP_TO to set a time limit for the addresses displayed. You can specify a number of days to specify a validity period extending into the past or into the future; for example, current date - 365 = 1 year.

IS-M/AM-Specific Settings for the Hit List in the Dialog Box

If you have selected the Display Media Customers First indicator in Customizing, the system only displays suitable media customers in the hit list. If you want to display all the appropriate business partners following selection, you can do this using the corresponding button.

If you have assigned sales areas to sales area groups and selected the BP in Active Sales Area indicator in Customizing, the system displays an indicator in the hit list to flag which business partner is in the current sales area.

Activity	Menu Path
Define sales area groups	SAP Media Advertising Management Sales Order Settings for SpecificSales Areas Define Sales Area Group for BP Selection
Assign sales areas to sales area groups	SAP Media Advertising Management Sales Order Settings for SpecificSales Areas Assign Sales Area Group for BP Selection

Creating and Changing Business Partner Master Data

The following functions for editing business partner master data are available to you in the hit list:

Button	Use
Button with quick info text Display	Access the master data for the media or sales customer from the selection screen and display this data. You can only display business partner master data if the business partner has been created in the role of Sales or Media Customer . If the business partner has been created in the role General Business Partner , the system accesses the business partner master data, where you can create the business partner in the role of Sales or Media Customer in dialog processing.
Button with quick info text Create	Access a dialog box for entering business partner master data from the selection screen. The system copies the business partner data displayed on the selection screen to the entry screen. You can add to the data displayed on the entry screen. When entering the business partner master data, you can define the role and sales area in which the business partner is to be created regardless of the start component you selected. If you assign a default sales area for the Advertising Management and Media Sales and Distribution components in Customizing, the system enters the sales area for Advertising Management when you enter the business partner master data if you are creating a media customer, and the sales area for Media Sales and Distribution if you are creating a sales customer. You can create the business partner in dialog processing from the entry screen either in background processing by branching to the corresponding master data transaction. If you use the BAdI ISM_BP_CREATE, you can adjust the dialog box for entering business partner master data according to your requirements.
Button with quick info text Change of Address	The function allows you to access a dialog box for changing the address from the selection screen: Correct the form-of-address, name fields and communication data; for example, when entries are incorrect or a name has to be changed. Changing name data is not time-dependent. Change all address and communication data for a business partner relocation or redirection. Changing address and communication data is time-dependent. Access the transaction for the SAP business partner with all functions available there. This button is not active until the business partner has been identified.

Button

Use

Button with quick info text Display

Access the master data for the media or sales customer from the selection screen and display this data.

You can only display business partner master data if the business partner has been created in the role of Sales or Media Customer . If the business partner has been created in the role General Business Partner , the system accesses the business partner master data, where you can create the business partner in the role of Sales or Media Customer in dialog processing.

Button with quick info text Create

Access a dialog box for entering business partner master data from the selection screen.

The system copies the business partner data displayed on the selection screen to the entry screen. You can add to the data displayed on the entry screen.

When entering the business partner master data, you can define the role and sales area in which the business partner is to be created regardless of the start component you selected.

If you assign a default sales area for the Advertising Management and Media Sales and Distribution components in Customizing, the system enters the sales area for Advertising Management when you enter the business partner master data if you are creating a media customer, and the sales area for Media Sales and Distribution if you are creating a sales customer.

You can create the business partner in dialog processing from the entry screen either in background processing by branching to the corresponding master data transaction.

If you use the BAdI ISM_BP_CREATE, you can adjust the dialog box for entering business partner master data according to your requirements.

Button with quick info text Change of Address

The function allows you to access a dialog box for changing the address from the selection screen:

Correct the form-of-address, name fields and communication data; for example, when entries are incorrect or a name has to be changed. Changing name data is not time-dependent.
Change all address and communication data for a business partner relocation or redirection. Changing address and communication data is time-dependent.
Access the transaction for the SAP business partner with all functions available there.

This button is not active until the business partner has been identified.

If you have made the appropriate Customizing settings, you can create a sales or media customer in another sales area or a business partner in another role using the context menu for the sales area in the data environment . If you do this, the system accesses the dialog box for entering business partner master data described above.

See also: Data Environment