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Function documentationCall List Maintenance

 

Interaction Center (IC) supervisors can manage and maintain call list objects, such as call lists, calls, and assignments.

Note Note

This document refers to the main Call List Maintenance transaction in the SAP GUI.

In addition, the following features are also available in the WebClient UI, in the Managing Operations work center:

  • Quick search

  • Advanced search

    View options: tree view and list view

  • Creation of new call lists

    Creation of new call list nodes at different levels of the tree structure with minimal data

  • Display and editing of existing call lists

  • Update of contact persons

    By default, the relationship type Has contact person is considered. Contact persons for whom the Do not contact checkbox is selected are not added to the list of contact persons.

  • Marketing permission check

    For more information, see Specifics for Interaction Center: Marketing Permission.

End of the note.

Prerequisites

To use the features listed above, you must first make the appropriate settings in Customizing for Customer Relationship Management under:

  • Start of the navigation path Interaction Center WebClient Next navigation step Additional Functions Next navigation step Call Lists Next navigation step Define Call List Quick Search Profiles End of the navigation path

  • Start of the navigation path UI Framework Next navigation step Business Roles Next navigation step Define Business Role End of the navigation path

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

Activities

  • Searching for call lists or other objects

    Call list search queries can be used to help find objects that you wish to move, copy, split, merge, or delete. For example, you want to find all assignments to a certain call list and copy these assignments to a new call list.

  • Assigning call lists

    You assign agents to call lists. Once agents are assigned to call lists, they can work with call lists in the agent application.

  • Synchronizing call lists

    Automated-dialed call lists can be synchronized with the Computer Telephony Integration (CTI) vendor.

  • Deleting call lists

    Call lists are not automatically deleted in the system after they are completed by agents. If a call list is no longer needed, supervisors can choose to deactivate, delete, or archive the call list.

    Caution Caution

    Once a call list is deleted, it cannot be restored. We recommend archiving call lists instead.

    End of the caution.

    Note Note

    We also recommend that none of the agents who are assigned to the call list that you want to delete are logged into the Interaction Center (IC). You can still delete the call list if agents are logged into the IC, however, the agents receive an error if they are currently displaying or executing the call list.

    If the call list uses Automated Dialing, a dialog box appears asking you if you want to delete the corresponding call list in the Computer Telephony Integration (CTI) system. Your CTI system may have a different procedure to follow for deleting call lists. For more information, see the CTI system documentation.

    End of the note.

  • Viewing call list statistics

    For more information, see Call List Statistics.

In some of these activities, the Context menus can be used if there are no icons or menu paths for the activity.

  • Copying or moving call list objects

    Call lists can be moved or copied by using drag and drop. The default drag-and-drop behavior is moving call list objects. To copy items, select the object and the Control key at the same time, and then use drag and drop.

    Note Note

    Some items may only be copied and not moved. In these cases, if you use drag and drop, the object is copied by default.

    End of the note.

    There are certain restrictions for call list objects that are copied or moved:

    • Not all objects found in call lists can be copied or moved; some objects may only be copied.

    • Certain objects in call lists can only be moved or copied into other objects.

    • An object cannot be moved into its own subobjects.

    Business Object

    Can Be Moved or Copied Into

    Call lists

    Other call lists

    Interactions (calls)

    Call lists

    Other interactions

    Assignments

    Call lists

    Other assignments

    Business partner

    Business context

    Interactions

    Call lists

    Activities

    No objects

    Campaign

    No objects

    Campaign elements/tasks

    No objects

    Search queries

    Other search queries

    Business contexts

    Call lists

    Interactions

    Other business contexts

    Note Note

    When moving business contexts, only business partners, product catalogs, and interactive scripts are moved or copied. All other objects in the business context are not moved or copied.

    End of the note.

  • Splitting call lists

    Call lists can be split into new call lists by using the move functions described above. The information that is split moves from the old call list to the new call list, or to a call list that already exists. For example, a supervisor wants to take all unaccomplished calls that were not completed in one call list and add them to a new call list.

  • Merging call lists

    Two or more call lists can be joined together to form one call list. Use the move functions to merge call lists.

  • Archiving call lists

    Call lists that are no longer used can be archived.

  • Applying marketing permissions

    In call list maintenance, you can activate a marketing permission check that is carried out during the update of contact persons, during call list synchronization with the communication management software (CMS) system, and during manual call list execution.

    For more information, see Specifics for Interaction Center: Marketing Permission.

More Information

Call List Management

Call List Interface