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Call attached data in CRM 2007

Hi Experts,

I'm looking for pointers or documentation on CAD (Call Attached Data). All information I have found is a couple of years old and we are using CRM 2007 which I haven't seen mentioned at all in these texts.

To give you an idea of what I'm after the business case is as follows:

A call center is set up and when the call arrives at the Call taker they should get data presented that the caller entered in the IVR (recorded voice asking you for different information such as customer number and so on).

So what I need is to populate some fields on the event of incoming call.

I'm thinking in the lines of SPS_NEW_CALL and going from there, but does it still work like this in CRM2007? Or is this something that can be handled by some sort of action profile?

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  • Best Answer
    Posted on Oct 27, 2008 at 02:54 PM

    Hi Johan,

    Are you using ICI or Sapphone ?

    In CRM2007 there is new customizing to configure a CAD profile for IC Webclient:

    IMG - CRM - IC Webclient - Basic Functions - Communication Channels - Define profiles for Contact Attached Data.

    (from the documentation on this IMG node): The CAD is provided by the communication management software (CMS) as an XML string. In the IC WebClient, the XML data is transformed into an internal table containing attribute and value pairs.

    --> in this customzing activity you need to define the attributes.

    There is a specific navigation bar entry to view the CAD.



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  • author's profile photo Former Member
    Former Member
    Posted on Oct 29, 2008 at 01:09 PM

    Hi Gert, thank you for your answer.

    It is 80% decided we are to use SAPphone, personally I'd chose ICI, but it is not my call.

    Also the CMS is not decided yet so it might just solve itself.

    What I need to do (maybe not if we choose CISCO) is to populate a pop up with BP data and by the push of a button confirm that the person on the phone is the BP data presented. Same confirm as you would do in the normal BP search view.

    As far as I know this is not possible by using standard (unless using third party products)?

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