Searching for Callers Not Recognized by the System

Use

In order for SAPphone to be able to identify the caller of an inbound call, the caller's telephone number must be stored in the SAP System in the form in which it is transferred to the system. Telephone numbers are often received by the system in a form which is different to the way in which they are maintained in the address management. Therefore, SAPphone uses its own fields, which are assigned 'invisibly'to the telephone numbers in the address management, when searching for caller data. This assignment should take place in SAPphone when a caller cannot be identified.

If no data can be displayed for the caller, users themselves can search for the caller data in the address management. A dialog box can be called by the user for this purpose. When the user has selected the caller data, the inbound telephone number can be assigned to the caller so that the caller can be identified in future.

Procedure

Call the SAPphone interface.
Switch to the tab page Call partner.
Choose Address management.
Specify the search criteria.
When the system has found the caller address, select it, by double-clicking on it, in order to assign the unrecognized telephone number to it.

Note

If the inbound telephone number is not only in a different form (e.g. 0011234567890 instead of (123) 456-7890) but is also a completely different number (for example, a cellular phone number), you should maintain the number in the address management before assigning the number to a SAPphone search field.