Business Partner Search and Processing

Use

You can use the component Business Partner Search and Processing (CSEARCH_DISP) to search for, identify, and process business partners.

Integration

If you use telephony integration, the system can identify calling business partners using automatic number identification (ANI) or Interactive Voice Response (IVR). In this case, you must assign the components required for the call center functions to a framework.

See also: Telephony Integration

If you do not use telephony integration, or if calling business partners cannot be identified using automatic number identification (ANI) or Interactive Voice Response (IVR), the call center agents must identify the business partners manually.

Prerequisites

You want to search for a business partner's master data.

For example, you work in the telephone ad sales office at a publishing house and want to determine whether a customer has been created as a media or sales customer in the business partner master data and whether the address and communication data displayed is correct.

You should have assigned the visible component Business Partner Search and Processing (CSEARCH_DISP) and the invisible components CSEARCH_HIDE and ISM_HSEARCH to a framework in Customizing.

See also: Framework

You should have created a component profile for the component Business Partner Search and Processing under Start of the navigation path Customer Interaction Center (CIC) Next navigation step Make Settings for Business Partner Search/Processing Componentin Customizing forSAP Media. End of the navigation path

Note Note

The SAP Media reference client contains the component profiles CS_STD_01 and CS_STD_02 for the Business Partner Search and Processing component.

End of the note.

You should have defined a profile for the search strategy in the Business Partner Search and Processing component under Start of the navigation path Customer Interaction Center (CIC) Next navigation step Component Configuration Define Profiles for Search Strategies End of the navigation path in Customizing for Customer Service . The component profile should be assigned the function module ISM_CIC_SEARCH_CREATE_SMALL . This function module determines how the business partner search is performed.

Manual data entry in the search subscreen
Search for data associated with a telephone call:
- ANI search type for a search with the caller number
- IVR search type for a search with IVR data

You should have assigned the component profile for the Business Partner Search and Processing component to a CIC profile with the profile type CONTACT_SEARCH_CONFIGURATION .

See also: CIC Profile

If you use telephony integration, you should have specified the order in which the search types are to be used for incoming calls in the component profile for the Call Center (CALLCTR) component.

ANI search type
- Search key: ANI
IVR search type: Various types of search are possible according to the data that was attached to the call using IVR (Call Attached Data, CAD).
- Search key 1: Interpret CAD information
  - BPARTNER: Business partner number
  - ORDER_MSD: M/SD order number
  - BILL_MSD: M/SD billing document number
  - ORDER_MSD: M/SD reference number
  - ORDER_MSD: M/SD order number
  - BILL_MAM: M/AM billing document number
  - ORDER_MAM: M/AM box number
  - SOC_SECU: Social insurance number
- CAD object: Area of the CAD data in which information obtained using IVR is recorded, such as the value KEYVALUE
- Search key 2: Name of the field in which information in this CAD data is recorded.

If you use telephony integration and search using the caller number ( ANI search type), you should also have created the fields required in table JGTSADR using report RJYCICANI. To avoid long runtimes during the search, you should have created two indexes on table JGTSADR with the following fields:

Index 1: ANI_TELNRP
Index 2: ANI_TELNRD

To ensure that the SAP Media address list can be accessed for incoming calls during the business partner search , you must specify that the data area ISMA – ISM Address Management is to be accessed for each user under Start of the navigation path CustomerInteraction Center Next navigation step Administration SAPphone System Administration List of User Settings End of the navigation path in the SAP Easy Access Menu.

Features

The component Business Partner Search and Processing comprises a selection screen and various output screens.

Selection Screen

The selection criteria you can specify when searching for business partner data include the following:

Business partner’s identification number
Business partner’s name, address, and communications data
Additional identification numbers, such as order number, box number, or social insurance number (USA only)

The selection field for searching with additional identification numbers is a variable search field and you can select the logic in the dropdown list for the field beside it. For example, if you select the value Order Number , you can search for business partners by their order numbers; if you select the value Full Text Search , you can use the TREX full text search to search for business partners.

The values in the dropdown list for the variable search field depend on the component defined in Customizing as the start component (M/AM, M/SD), or the component selected as the active component in the adjacent dropdown list. The start component determines which selection criteria and logic are used to find business partners. If you select the No component change indicator in Customizing, the system does display the components M/AM and M/SD for selection on the selection screen.

You can define the search area and switch between search areas using the pushbutton with the quick info text Search for Business Partners and the pushbutton with the quick info text Search for Households . The selection criteria that belong to this search area are activated or deactivated depending on which search area was specified in Customizing or chosen on the selection screen. If the No Change of SArea indicator is selected in Customizing, the pushbuttons are not displayed on the selection screen.

Note Note

You specify the field in which the cursor is positioned for entering selection criteria in Customizing. If a cursor position is specified in the user parameter JHV , the Customizing entries are overridden.

End of the note.

If you want to speed up the business partner search, specify the business partner's ID number, the telephone number, or one of the additional identification numbers for the search.

You do not need to write out the names of persons, streets, or cities in full. You can make masked entries for these selection criteria by entering an asterisk (*) as a placeholder. You must enter at least one character before the placeholder.

If you have created ID codes for city and street names in Customizing (for example, NY for New York ), you can use these ID codes during the business partner search.

Activity	Menu path
Create ID codes for city and street names	SAP Media Master Data Business Partner Address Maintain Substitutions for Phonetic Search

If you have selected the Enhanced Address Search indicator in Customizing, the system reads major customer and P.O.box addresses during the business partner search. You can make a default setting for this indicator in the user parameter JKX .

If you select the Address Search by Name indicator in Customizing, you can search for business partners by specifying only their last names.

You can also search for a business partner by classification. You can choose the classification in the input help (F4) for the business partner ID.

Perform Search

The following pushbuttons for the business partner search are available on the selection screen:

Button	Use
with the quick info text Find	Execute the search using the specified selection criteria.
with the quick info text Extended search	Execute the search using customer-specific selection criteria and algorithms in an SAP or non-SAP system. This button is only available if you use the Business Add-In ISM_CIC_BP_SEARCH . For further information, see Customer Interaction Center (CIC) BAdIs [...]in theSAP MediaImplementation Guide.
with the quick info text Manual Identification	Confirm that the data displayed matches the business partner you are searching for and verify the contact: The Find , Extended Search , and Manual Identification buttons are deactivated and the Change of Address and Refresh buttons are activated. The business partner is included as a business object in the Business Object Display . The system reads all the data on the business partner and displays it in the corresponding components of the navigation and application area ; for example, in the data environment , in ad item recording , or in the order overview . If the Automatic Identification indicator is selected in Customizing, the system performs identification and the Manual Identification indicator is deactivated.
With the Refresh quick info	This button is not active until the business partner has been identified. The system reads the business partner data and displays it in the corresponding components in the navigation and application area .
With the Clear All Fields quick info	Reset the selection criteria to the values last entered. If you press this button again, the selection criteria are initialized. This does not end the contact or the call. You can use this button, for example, if you have identified a customer by mistake. By resetting the selection criteria, you can restart the search without having to enter the criteria again.
with the quick info text Next Contact	End the contact and reset the selection criteria to the values last entered. If you press this button again, the selection criteria are initialized. The call is not ended. You can use this button, for example, if a customer wants to make a change for two business partners with the same address one after the other. When you press this button, the system completes the transaction for the first business partner, creates a contact, and enters the values last used as selection criteria. Note By contrast, the End Contact button ends both the contact and the call. This function also initializes the selection criteria and the components in the navigation and application areas . See also: Contact Processing End of the note.

Once you have entered the selection criteria, you can choose the Find , Extended Search , or Manual Identification buttons. However, you will usually search for a business partner first and then confirm that the name, address, and communications data determined match the business partner in question.

Output Screen

The output screens include two business partner hit lists, which are displayed in a dialog box or in the navigation or application area .

If you want the hit list to be displayed in a dialog box, you do not need to make any further settings in Customizing.
If you want the hit list to be displayed on a tab page in the navigation or application area , you must assign the component ISM_HITLIST to the navigation or application area .

The advantage of this hit list is that the search result is displayed until you end the contact, so that you can select a new business partner from the list without having to start another search.

The selection result is displayed on the output screens as follows:

Result of selection	Output screen
No business partners found.	You remain on the selection screen and can use the Create button to create the business partner in the role of Media or Sales Customer in business partner master data.
One business partner is found.	You remain on the selection screen. The system copies the business partner’s name, address, communication data, and identification number to the selection screen from the business partner master data.
Several business partners are found.	The business partners are listed for selection in the BP Selection List dialog box or on a tab page in the navigation or application area , depending on the Customizing settings. When you select a business partner from the list, their data is copied to the selection screen. The following functions for editing business partner master data are available in the BP Selection List dialog box, depending on the start component specified: Display media customers only (M/AM only) Display all business partners (M/AM only) Display business partner master data Change addresses Display sales summary Contract monitoring (M/AM only) If no settings have been made in Customizing, the system displays all the business partners. This includes all general business partners from all sales areas and not just media or sales customers. If you use the Business Add-In ISM_BP_SEARCH , you can add customer-specific functions to the hit list, so as to display details on a business partner, for example. For further information, see Customer Interaction Center (CIC) BAdIs [...]in theSAP MediaImplementation Guide. The standard functions of the SAP List Viewer are available for editing the list on the tab page in the navigation or application area . See also: SAP List Viewer (ALV): Classic

Result of selection

Output screen

No business partners found.

You remain on the selection screen and can use the Create button to create the business partner in the role of Media or Sales Customer in business partner master data.

One business partner is found.

You remain on the selection screen. The system copies the business partner’s name, address, communication data, and identification number to the selection screen from the business partner master data.

Several business partners are found.

The business partners are listed for selection in the BP Selection List dialog box or on a tab page in the navigation or application area , depending on the Customizing settings.

When you select a business partner from the list, their data is copied to the selection screen.

The following functions for editing business partner master data are available in the BP Selection List dialog box, depending on the start component specified:

Display media customers only (M/AM only)
Display all business partners (M/AM only)
Display business partner master data
Change addresses
Display sales summary
Contract monitoring (M/AM only)

If no settings have been made in Customizing, the system displays all the business partners. This includes all general business partners from all sales areas and not just media or sales customers.

If you use the Business Add-In ISM_BP_SEARCH , you can add customer-specific functions to the hit list, so as to display details on a business partner, for example. For further information, see Customer Interaction Center (CIC) BAdIs [...]in theSAP MediaImplementation Guide.

The standard functions of the SAP List Viewer are available for editing the list on the tab page in the navigation or application area .

See also: SAP List Viewer (ALV): Classic

Note Note

If you want to prevent business partners being displayed with addresses that are out of date, you can make entries for the user parameters ISM_CIC_BP_FROM and ISM_CIC_BP_TO to set a time limit for the addresses displayed. You can specify a number of days to specify a validity period extending into the past or into the future; for example, current date – 365 = 1 year.

End of the note.

Settings for the Business Partner Hit List in the Dialog Box (M/AM Only)

If indicator Display Media Customers First is selected in Customizing, the system only displays the corresponding media customers. If you want to display all the appropriate business partners following selection, you can do this using the corresponding button.

If sales area groups are defined, sales areas assigned to sales area groups, and the BP in Active Sales Area indicator selected in Customizing, the system indicates which business partner is in the current sales area by means of a flag.

Activity	Menu path
Define sales area groups	SAP Media Advertising Management Sales Order Settings for SpecificSales Areas Define BP Selection Sales Area Group
Assign sales areas to sales area groups	SAP Media Advertising Management Sales Order Settings for SpecificSales Areas Assign Sales Area Group for BP Selection

Creating and Changing Business Partner Master Data

The following functions for displaying, creating, and changing the business partner master data are available on the selection screen:

Button	Use
with the quick info text Display	Access the master data for the media or sales customer from the selection screen and display this data. You can only display business partner master data if the business partner has been created in the role of Sales or Media Customer . If the business partner has been created in the role General Business Partner , the system accesses the business partner master data, where you can create the business partner in the role of Sales or Media Customer in dialog processing.
with the quick info text Create	Access a dialog box for entering business partner master data from the selection screen. The system copies all data that is used on the selection screen on to the entry screen. Any missing data, such as bank and credit card data can be added here. When entering the business partner master data, you can define the role and sales area in which the business partner is to be created regardless of the start component you selected. If you assign a default sales area for the Advertising Management and Media Sales and Distribution components in Customizing, the system enters the sales area for Advertising Management when you enter the business partner master data if you are creating a media customer, and the sales area for Media Sales and Distribution if you are creating a sales customer. You can create the business partner in dialog processing from the dialog box by branching to the corresponding master data transaction or in the background. If you use the Business Add-In ISM_BP_CREATE, you can modify the title and frame texts in the dialog box; for example, you can specify which fields are displayed or which fields are required. For further information, see Customer Interaction Center (CIC) BAdIs [...]in theSAP MediaImplementation Guide.
with the quick info text Change of Address	This button is not active until the business partner has been identified. The function allows you to access a dialog box for changing the address from the selection screen: Correct the form-of-address, name fields and communication data; for example, when entries are incorrect or a name has to be changed. Change all address and communication data for a business partner relocation or redirection. Changing address and communication data is time-dependent. Access central address management with all functions available here.

Button

Use

with the quick info text Display

Access the master data for the media or sales customer from the selection screen and display this data.

You can only display business partner master data if the business partner has been created in the role of Sales or Media Customer . If the business partner has been created in the role General Business Partner , the system accesses the business partner master data, where you can create the business partner in the role of Sales or Media Customer in dialog processing.

with the quick info text Create

Access a dialog box for entering business partner master data from the selection screen. The system copies all data that is used on the selection screen on to the entry screen. Any missing data, such as bank and credit card data can be added here.

When entering the business partner master data, you can define the role and sales area in which the business partner is to be created regardless of the start component you selected.

If you assign a default sales area for the Advertising Management and Media Sales and Distribution components in Customizing, the system enters the sales area for Advertising Management when you enter the business partner master data if you are creating a media customer, and the sales area for Media Sales and Distribution if you are creating a sales customer.

You can create the business partner in dialog processing from the dialog box by branching to the corresponding master data transaction or in the background.

If you use the Business Add-In ISM_BP_CREATE, you can modify the title and frame texts in the dialog box; for example, you can specify which fields are displayed or which fields are required. For further information, see Start of the navigation path Customer Interaction Center (CIC) Next navigation step BAdIs [...]in theSAP MediaImplementation Guide. End of the navigation path

with the quick info text Change of Address

This button is not active until the business partner has been identified.

The function allows you to access a dialog box for changing the address from the selection screen:

Correct the form-of-address, name fields and communication data; for example, when entries are incorrect or a name has to be changed.
Change all address and communication data for a business partner relocation or redirection. Changing address and communication data is time-dependent.
Access central address management with all functions available here.

If you have made the appropriate Customizing settings, you can create a sales or media customer in another sales area or a business partner in another role using the context menu for the sales area in the data environment . If you do this, the system accesses the dialog box for entering business partner master data described above.

See also: Data Environment