Inbound Telephone Calls

Use

You can use this function to create quality notifications for problems that are reported by incoming telephone calls. For example, when a customer contacts you by phone, the system can automatically call up the function to create a quality notification (either directly or via a list of workflow tasks). When you create the notification, the system searches for the customer data assigned to the phone number and copies this information into the notification.

Prerequisites

The SAPphone component in Customizing for Basis Components ( Start of the navigation path Basis Services Next navigation step Communication Interfaces End of the navigation path ) is active. For more information, see SAPphone .

Activities

The system notifies you by express mail that an incoming telephone call has been received. Depending on how the SAPphone component was installed, you can proceed in one of two ways:

The system displays a list of workflow tasks that are assigned to your user (for example, create a new quality notification for a telephone call). You select the function to create a new notification, enter the required data, and save the notification.
The function for creating a quality notification is called up automatically. You enter the required data and save the notification.