Generating Planned Call Lists from Business Partner Call Times

You can use the Generate Call List function to create call lists for one or several interaction center agents. The system displays those calls that an agent should process on a specific day in a sequence that you have predefined.

If you execute the Generate Call List function, the system creates the following objects in the background for a specific interval of business partners within a specific time period:

Scheduled activities
Transactions
Call lists

The system calculates the call time of individual business partners using rules that you have created in the business partner master data.

If the system has created a call list, you have the option to assign the call list to one or several organizational units. The system displays the call list in the corresponding screen area in the interaction center. If you have assigned the call list to an organizational unit, the agent can use the call list.

You can carry out the Generate Call List function either in a batch run, or online.

Prerequisites

You have maintained the call times for the selected business partners in the business partner master record.
If the call list should contain the contact partners for business partners, you need to make the following settings in the business partner master record:
- Business partner's contact person
- Call times for contact person
For the system to create the call list for a target group, you have to make settings for the call list in Marketing.
You have made the settings in Customizing for Customer Relationship Management under Interaction Center WebClient Additional Functions Call Lists Define Assignment Profile and Define Scheduling Rules.

To use the marketing permission function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION ).

Features

Screen Area	Functions
General	When processing call lists in the Interaction Center, the system adapts the screen area for transaction processing to the transaction type you have selected. The system proposes the Outgoing Phone Call transaction type. You can overwrite this value, or you can select the required transaction type. To prevent duplicates, the system can check whether activities have already been created in other call lists when a new call list is created. If a call already exists in another call list, the system does not create a new call in the current call list.
Business Partner	Choose a Business Routing Scenario to assign a call list to a target group. Choose a target group. The selected business partner is available in the call list. Note If you enter the target group as well as the business partner interval, the system creates a call list for all business partners that are contained in the groups. End of the note. If you select the Contact Partner … field, a new input area opens in which you can further restrict contact partners according to specific attributes.
Account and Contact Filter	You can apply marketing permissions during call list generation. For more information, see Specifics for Interaction Center: Marketing Permission.
Scheduling	You can distinguish between two types of scheduling: Standard: If you set the Create One Activity for each Call Time indicator, the system creates one transaction per call time for the business partner / contact person in the call list If you do not set the Create One Activity for each Call Time indicator, the system creates one transaction for the business partner / contact person, regardless of the number of call times that have been set. If several call times exist, the system generates the transaction for the call time closest to the call time. If you set the indicatorCreate activity also without call time, the system also generates a transaction, if no call times are maintained for the business partner or contact person(s) in the time period specified. In this case, the business partner/contact person has an empty transaction. Enhanced: The system sets the activity for making contact in a relationship to follow up. Using the scheduling rule, the system determines whether it should use the new contact or follow up as the basis for calculating the time. Forward or backward scheduling is possible. Note If the REQ_DLV_DATE (default requested delivery data order header) is included in the date profile for the selected transaction type, the date type of each follow-up activity is assigned. If the transaction type is assigned to a sales set, the date for the follow-up activity is set as the requested delivery date in the order header by the system. If the REQ_DLV_DATE is included in the date set of a transaction and a sales set is assigned to a subsequent transaction, the date of each follow-up activity can be set directly as a requested delivery date (in the order header) by activating the copy routine REQDLV. End of the note.
Assignment	You can specify whether the system should use an assignment profile when creating call lists. You can assign the call list to specific Interaction Center agents or agent groups.
Call List	If you wish to generate a call list, you have to make an entry in the Call List Description field.
Technical Parameter	If you select the Use Parallel Processing field, the system accelerates processing by processing data simultaneously.

You can define scheduling rules for creating call times in Customizing. A distinction can be made between two types:

Forward scheduling
Backward scheduling