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Former Member
Mar 23, 2011 at 11:48 AM

SAP CRM Outbound calls with Predictive dialing integration


Hello Experts,

I have a question regarding outbound scenario in SAP CRM in case of integration with AVAYA Predictive dialing.

Does SAP have any standard solution for this case?

Let me describe our scenario.

1. We create Marketing campaign with target group

2. Then generate a call list

3. And then agents should perform outbound calls in Interaction center

Also we have planed integration between SAP CRM and AVAYA via AIC

And we should take into account that we want to use PDS (Predictive dialing system) to improve call performance. So as far as I understand if we use this type of dialing with standard integration all calls would be incoming for SAP CRM instead of outgoing.

Do anyone have experience with such system landscape with SAP CRM and any predictive dialing and what approach do you use?

Thanks in advance.

P.S. I've checked sap notes and other available sources such as forum,, cookbook and found only this:

But it's look a little obsolete.

Best regards,