Inbound Calls: Process Flow

Use

Information on the steps that SAPphone performs in order to transfer an inbound call may be useful to administrators when analyzing errors.

Prerequisites

Process

The process begins when an inbound call is reported to the SAP System. The SAP System must determine the following information:

• Call recipient

• Caller data

1. Convert the dialed number

   The dialed telephone number is converted for incoming calls in accordance with the number conversion rules.

   Result:

   The dialed number corresponds to one of the following:

   • The extension of the caller (in this case, the server ID must also be specified)

   • The combination of server prefix and extension (in this case, the server ID must not be specified)

2. Determine the telephony server

   There are two options:

   • The telephony server ID is supplied by the telephone system software (for example, with the SAPphone server)

   • The telephony server ID is not supplied. In this case, the start of the dialed telephone number is compared to the prefixes of the telephony servers

   The matching prefix is deleted from the dialed telephone number.

   Result:

   • ID of the telephony server which matches the specified ID or the prefix of the dialed number

   • Extension of the dialed telephone number

3. Determine the work center

   A search for the relevant work center is then performed using the telephony server ID and extension. If no work center is found, the next telephony server whose prefix matches the prefix of the dialed number is located.

   If no work center is found, the function terminates.

   Result:

   Work center to which the dialed telephone number is assigned.

4. Determine the current user

   The user logged on to the work center is read from the table SPH_TERMNL. This information is updated whenever a user logs on or logs off. If more than one user is logged on to one work center, the last user to log on is considered the current user.

   If no users are logged on, the function terminates.

   Result:

   User to whom the call is delivered (that is, displayed).

5. Determine the caller

   The system uses the calling telephone number to search for the caller data in the address data areas specified in the user settings. The function modules specified under 'Address data areas'in Customizing are used here. The system then reads the user settings to determine how the call is to be processed further (is the caller data to be displayed on screen or should a task be started?).

   The call is not processed further if no settings have been defined for this user.

   Result:

   The call is delivered and processed.