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Function documentationCall List Synchronization Locate this document in the navigation structure

 

Call lists that are set to automated execution mode use Computer Telephony Integration (CTI) systems to automatically execute calls. Call list synchronization checks, compares, and updates data between the SAP CRM database as well as the Computer Telephony Integration (CTI) database. The CTI system needs call list information from the SAP CRM system, such as phone numbers and contact hours. The SAP CRM system needs the statistics that the CTI system generates while executing the calls.

Call list synchronization is required if you are using automated-dialed call lists.

Prerequisites

Call lists are set to automated execution mode.

Features

The SAP CRM database receives updates from the CTI database and vice versa.

Call List Synchronization

The SAP CRM system exports the call list and the business partner data automatically to the CTI database when an automated-dialed call list is created and activated. Since the call list was just activated, the information that is passed is only from the SAP CRM database, as there are no statistics available in the CTI database for a new call list.

Data is also synchronized automatically if:

  • Interactions are added or deleted from a call list.

  • Interaction status is set to completed.

    Once an interaction status is set to completed, the interaction is deleted from the CTI database.

  • Execution mode of a call list is changed from automated to manual or from manual to automated execution.

    The call list would have to be activated after the change was made. After activation, the call list would be added or deleted from the CTI.

    Note Note

    Only the main business partner information, with up to three phone numbers, is passed to the CTI when the call list is synchronized. We recommend creating call lists to only include the business partner for contact persons and not for organizations.

    End of the note.

Activities

Select the call list you want to synchronize and choose Synchronize. The next steps may vary depending upon which CTI vendor you are using. For more information, see the CTI vendor documentation.

Example

Update from SAP CRM to CTI

Mr. Smith, a business partner who is assigned to the New Customer Call List, calls to inform the company that he has new contact numbers. The business partner master data is updated. The supervisor of the interaction center runs the call list synchronization, and Mr. Smith's new phone numbers are updated in the CTI for the New Customer Call List.

Update from CTI to SAP CRM

There are 10 calls in the New Customer Call List. Three of the calls are answered by answering machines, one by fax, and two others had no response. The SAP CRM system is not aware of the outcomes of the calls. The synchronization program updates SAP CRM with the call result and the supervisor is now able to see up-to-date statistics.