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Function documentationCall List and Business Transaction Synchronization Locate this document in the navigation structure

 

Call lists and business transactions are closely integrated and share common attributes. Changes to one object might affect changes to another object. For example, changes to a business transaction status may require an update of a call list call state; data that applies to both objects must be kept in synch.

Call list and business transaction synchronization allow you to use data from call lists to update the associated business transaction, and vice versa, when data is saved. Post Processing Framework (PPF) technology is used for the basis of the synchronization.

Prerequisites

Synchronization is only available for calls that are associated to business transactions.

Define business transaction synchronization in Customizing for Customer Relationship Management, by choosing   Interaction Center WebClient   Additional Functions   Call Lists   Business Transaction Synchronization  .

Features

The synchronization starts when the call list call or business transaction is saved. A post processing framework action is triggered that updates the other object.

There are two types of data that can be synchronized between call lists and business transactions:

  • Calling times

    Calling times are synchronized with business transaction date types.

  • Call states

    Call states are synchronized with the business transaction statuses.

In business transactions, there are multiple types of dates and statuses. In call list Customizing choose Business Transaction Synchronization, and select the exact business transaction date or status that should be updated once the call list is saved. For example, you can map a transaction status of a status profile to the call state.

Changes to Call Lists

When call lists are updated, the associated business transaction is always updated. This is standard behavior based upon Customizing for Customer Relationship Management under:

  •   Basic Functions   Actions  

  •   Interaction Center WebClient   Additional Functions   Call Lists   Business Transaction Synchronization  

Changes to Business Transactions

If you want changes from business transactions to update the associated call list, you must define Customizing activity   Basic Functions   Actions   Actions in Transaction   Change Actions and Conditions  .

The business transaction must use the same method that is defined in call list Customizing under   Actions   Define Action Profiles and Actions   in Processing Types.

Example

Business Transaction Synchronization

Once the call status for the call is saved, the post processing framework action is triggered and automatically updates the status in the associated business transaction.