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Object documentationCall List Interface Locate this document in the navigation structure

 

User interface for the Call List Maintenance transaction in the Interaction Center (IC) that provides a means for supervisors to view, manage, and control call lists.

Structure

On the SAP Easy Access screen, choose   Interaction Center   Supporting Processes   Outbound Calling   Call List Maintenance  .

The supervisor screen is divided into several sections:

Screen Area

Description

Favorites

You can use drag and drop to add various call list objects that are reviewed and managed often to this section. You can also create folders to manage your favorites. When call lists are placed in this area, the system creates a link to the call list in the Call List Management tab. The call list and its hierarchy does not move.

You can place call lists, calls, assignments, and search queries into Favorites. Only the context menu (right-click) can be used to manage information in Favorites.

Caution Caution

If you choose Delete, the system deletes the call list. If you only want to delete the link that appears in the favorites list, use Remove From Favorites.

End of the caution.

Search

This tab is used to search for call lists or other objects associated to call lists.

Call Lists

Displays all call lists that exist in the system, regardless of who created or is responsible for them.

My Organizational Unit

You can:

  1. Define an Interaction Center Inbox.

    You can choose a call list to be used as the inbox. Any call list that is assigned to this Interaction Center in SAP Easy Access screen Generate Business Transactions and Call Lists will be created underneath this inbox.

  2. See all call lists which only belong to groups you are responsible for. You choose which organizational unit in the organizational hierarchy belongs to you in   Tools   Options  . Once the organizational unit is chosen, you can navigate through its structure and see all call lists that belong to the groups and agents you supervise.

My Root Call List

You can define a Root Call List Inbox. You choose which call list you want to serve as a root call list under   Tools   Options  . After this root call list is chosen, any call lists that are created and are assigned to you, and were not created as a subcall list, will appear under this root call list. This setting is specific to your user only.

Configuration

You can:

  1. Define the Campaign Inbox.

    You choose a call list to be used as the campaign inbox. It is a global setting, regardless of users, that is used to place all call lists that are exported from campaigns underneath one call list in the call list hierarchy.

  2. Define call list Type Inbox.

    You can define an inbox for each call list type that is defined in Customizing. Any call list that is assigned to this type in SAP Easy Access screen Generate Business Transactions and Call Listswill be placed underneath this inbox in the call list hierarchy.

  3. Display call list Customizing values.

The following screen areas appear after selecting a call list:

Screen Area

Description

General

  • Displays call list details, such as the call list name.

  • Allows you to make general call list settings, such as whether a call list should be archived or not.

Execution Progress

Displays Call List Statistics.

Execution Control

Displays call list dispatching and processing rules that are assigned to the call list. You define these rules in Customizing by choosing   Call Lists   Define Call Distribution Components   and   Define Call List Dispatching Components  . For more information, see corresponding IMG activity documentation and Call List Statistics.
Inboxes

There are several inboxes that can be used to help separate and organize call lists in the call list hierarchy as described above:

  • Interaction Center Inbox

  • Call List Type Inbox

  • My Root Call List

The rules to determine which inbox is used when call lists are created in the Generate Business Transactions and Call Lists transaction are:

  1. The system determines if there is a Root Call List for the user and uses this, if one exists.

  2. If there is no Root Call List, then the system uses the Interaction Center Inbox, if one exists.

  3. If there is no Interaction Center Inbox, then the system uses the Call List Type Inbox, if one exists.

  4. If there is no Call List Type Inbox, then system creates the call list in the top most level in the call list hierarchy.

Additional Information

You can change the screen layout:

  • To choose which tabs are visible, use   Tools   Options   .

  • To rotate or change the section on the screen, use   View   Navigation Pane   Position  .

  • To hide the navigation area, use   View   Navigation Pane   Show/Hide Navigation Pane  .

Note Note

You must use the Exit icon to save your settings. Once you apply changes to these settings, the system applies them every time you access this transaction.

End of the note.

It is also possible to change the content area by using a context menu to hide, show, or remove columns, adjust column width, hide or show toolbars, and hide or show icon text.

More Information

Call List Maintenance