SAP CRM IC: Call-list creation.

[Former Member]

Dear SAP experts,

From my understanding there are several ways to create/maintain a call list:

- Marketing Campaign (communication channel and target group)

- Manually, via transaction code CRMD_TM_CLDIST (maintaining both Assignments and Business Context)

- Semi-manually, via transaction code CRMD_CALL_LIST (can choose to upload Business Context from a file or target group)

I also understand that it is possible to link a call from the call list to a transaction (standard is transaction of type 0010 or PCAL).

Furthermore, I understand that status/date synchronization is available with standard customization.

However, none of the option quiet fits my needs... I will explain:

I get a trigger from an external CTI system, indicating that a call-back needs to be registered to SAP CRM. At this point I would like to add to an existing call-list a call and by extension a linked transaction.

For example:

I have a customer call and request a callback from my external CTI system. At that point my external CTI system communicates with SAP CRM (via web-service) and provides it the responsible employee and customer's phone number. I then create a BT transaction ZCAL (which I copied from the standard PCAL) and fill in the appropriate employee responsible and customer... until here no problem...

Next, I would like to add a call to my existing call list and link it to the instance of ZCAL created in the previous step.

I was not able to find customization responsible for transaction type assignment per call list type.

Is there a standard program I can run?

I saw CRMD_CALL_LIST allows you to choose the transaction type generated, but when I proceed to the call list and select a call, I can't navigate to the appropriate ZCAL transaction.

Any help on the topic would be greatly appreciated.

Thanks in advance,

Alon Chanoch

[Former Member · Accepted solution]

Hi,

I would go into actions, and wrote one that will create call and assign to determined call list.

please check links below:

SAP CRM: Call lists: Creating a new call in a call list

BR
Radek

[Former Member · Accepted solution]

Hey Radek,

Thanks for the quick reply. The links were a great starting point.

I would like to add to it:

First of all, from my understanding, the Call itself and it's relevant Business Transactions are created independently. The creation of the Call itself may depends on your source:

     - Automatically via Campaign

     - Manually using TCODE CRMD_TM_CLDIST

     - Generated using TCODE CRMD_CALL_LIST

     - Programmed (ABAP development)

Similarly, the creation of the related Business Transaction (which is optional) also depends on the source.

- Campaign using communication channel

- Generation of call list has input field "Business Transaction Type"

- And last but not least... Manual/Programmed Calls:

After creating both the Call and the Business Transaction you are responsible to assign them to one another. The table CRMD_TM_IACT_BP you must assign the Call, the Business Partner, and the Business Transaction in order for the Call-list action class to synchronize successfully.

Again, the Call-list action class profile is only responsible for the synchronization between a Call and it's related Business Transaction. The COPY_DOCUMENT method found inside the action's method is not enough here.. While it will create the Business Transaction it won't know to connect it to the corresponding Call.

Hope this helps,

Alon Chanoch

[Former Member · Accepted solution]

Hi,

"While it will create the Business Transaction it won't know to connect it to the corresponding Call."

and this is the logic to be coded here (logic for determination of call list - or search or based on custom config, and then code for adding call to CL).

BR
Radek

[Former Member · Accepted solution]

Thanks Radek, you were a real help. I was able configure my call list

Btw, do you know how to set Call Results? I was able to find the customization for it in SPRO:

But I have no idea how the procedure works.. I have an Agent making a call now to a Client... Where/How does he enter the call result?

Thanks in advance,

Alon Chanoch

[Former Member · Accepted solution]

sorry, have never played with it, best would be to create new thread