Process documentationIntegration of Communication Events into Business Processes

 

You can use this process to establish communication-enabled business processes. If functions of a communication management software (CMS) are integrated into SAP Customer Relationship Management (SAP CRM) business roles, the following options are available:

  • Users can trigger and receive communication events, such as phone calls.

  • Users can send and receive contact attached data to and from the CMS.

  • When incoming communication events are transferred between users who are logged on to the CMS, the communication event and contact attached data can be integrated into a business process by the automatic creation of a business transaction, for example, an interaction log.

Note Note

For outbound communication events, business transactions are not automatically created.

End of the note.

Prerequisites

  • To enable business roles for communication, you have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Basic Functions Next navigation step Communication Management Software Integration Next navigation step Configure Business Roles for Communication End of the navigation path.

  • To display the presence status of users in some assignment blocks on the CRM WebClient UI related to business partners, you have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Basic Functions Next navigation step Communication Management Software Integration Next navigation step Define Communication Management Software Profiles End of the navigation path.

  • To define the UI objects that are displayed when a transfer is completed, you have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Basic Functions Next navigation step Communication Management Software Integration Next navigation step Define CMS Integration Profiles End of the navigation path.

Process

  1. An account makes a phone call to make an inquiry about a business transaction, for example, a service order.

    The CMS sends the phone call to a user whose business role is enabled for communication and who is logged on to the CMS and not in a call. The Accept and Reject pushbuttons in the toolbar start flashing. The account name and telephone number are identified from the contact attached data from the CMS and are displayed in the account information area on the screen. The account name is displayed only if it is identified from the incoming telephone number and if no other contact persons have the same telephone number. Otherwise, only the incoming telephone number is displayed.

  2. The user accepts the phone call and navigates to the business transaction for which the account has an inquiry.

    The overview page of the business transaction is displayed. The employee responsible for the business transaction is displayed in the Parties Involved assignment block.

    Note Note

    A transfer to the employee responsible is only possible if the business role of the user is also enabled for communication, and the user is logged on to the CMS and is not in a call.

    End of the note.

  3. The user transfers the phone call to the employee responsible. This can be done in one of the following ways:

    • If the presence status of the employee responsible is displayed and is Available, the user clicks Edit List and selects a collaboration option, for example, Warm Transfer.

      The dial pad appears, prefilled with the telephone number of the employee responsible.

    • If the presence status of the employee responsible is not displayed, the user chooses the Transfer, Warm Transfer, or Blind Transfer pushbutton in the toolbar.

      The dial pad appears and the user has to enter the telephone number of the employee responsible.

  4. The user chooses the Dial pushbutton.

    On the screen of the receiving user, the Accept and Reject pushbuttons in the toolbar start flashing. If the necessary Customizing settings have been made, when the receiving user accepts the phone call, the business transaction, which the sending user was handling, appears on the screen in display mode.

  5. To complete the transfer, the sending user chooses the Transfer pushbutton in the dial pad.

    To view any changes to the business transaction the sending user has made and saved, the receiving user must click Edit.

    If the necessary Customizing settings have been made, the creation of a business transaction is automatically triggered. The Interaction Log page appears on the screen of the sending user.

  6. To record important information from the call, the sending user creates the interaction log.

    Some of the information, such as the type of communication event and the account name, if identified, is automatically filled in the interaction log.