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Former Member

Communication method (email, fax, phone) in standard ICWC?

Posted on Jul 27, 2010 at 07:40 AM 15 Views

Dear Expert,

My user would like to capture the method of communication between call centre agents with caller (either through email, fax or phone). Is there any field on ICWC that captures such info? If not, would it be possible to customize?

I'd appreciate your feedback.

tqvm,

HJMY

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2 Answers

  • author's profile photo Former Member
    Former Member
    Posted on Aug 20, 2010 at 03:09 AM
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    SAP already knows method of communication when call is routed to SAP. You can also ask CTI vendor to send this info in CAD.

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    • Former Member
      Sep 14, 2010 at 01:49 AM

      Hi There,

      The contact method should be captured in the interaction record which is stored in the CRM system. Different transaction types can be customized to default the contact method - then that transaction type is created with a particular channel.

      Sincerely,

      Glenn

      Glenn Abel

      Covington Creative

      www.covingtoncreative.com

  • author's profile photo Former Member
    Former Member
    Posted on Oct 14, 2010 at 06:05 PM
    0

    Hi HJMY,

    can you please let me know how you have resolved the below mentioned issue, as i am facing the same.

    "Re: XKWERT is not reflecting with Customized Routine for Condition Type"

    Thanks,

    N Kapoor

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