Incoming Calls (SAP Library - Customer Service (CS))

Incoming Calls

Use

The Incoming calls function makes it easier to enter service notifications. When a customer calls, the system determines the technical objects assigned to the customer and proposes these to the person entering the notification as possible entries.

Prerequisites

The system administration must activate the SAPphone component in the Customizing for Basis by choosing Basis Services ® Communication Interfaces, and define that Customer Service is involved. For more information, see the SAPphone documentation.

You must also use central address management for technical objects. This is the case if you specify addressees for pieces of equipment or functional locations.

It is possible to integrate internal search programs for pieces of equipment and functional locations in the master data.

Features

The system determines the technical objects assigned to the caller by using their telephone number. A list appears of all the technical objects assigned to the caller.

If several technical objects are available, the user selects the required object and branches directly to the screen for entering a notification. The user creates a notification for this reference object.
If no technical object is assigned to the caller, the system proposes a notification be created without a reference object.

If all the technical objects are assigned to the same customer, the upper part of the list provides additional customer information.

Activities

From this list, you can:

Create a notification
Display the reference object
Display classification data
Display the customer master record