Notes on Call Forwarding

Use

The Notes on Call Forwarding (ISM_NOTES) component is used to create and display notes and forward these with a call.

Prerequisites

You want to create a note for a call. You want to enter the information that a customer has already provided over the telephone for a call that another agent is to process and then forward the call to this agent.

You have assigned the Notes on Call Forwarding (ISMAM_NOTES) component to the Application Area in an L-shape framework.

Activity	Menu path
Assign Notes on Call Forwarding to Application Area	SAP Media Customer Interaction Center (CIC) Maintain Standard Settings for Navigation and Application Areas