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Call list filtering

Hi, does anyone know if it's possible to change call list display in CRM7.0 Web UI so that all calls in a list are displayed. Currently it only seems to display calls where the start on time has already been reached.

I found this comment in the IMG documentation (Define Call List Dispatching Component Profiles) but haven't been able to find a way to change these standard filtering rules:

"Default Settings

There is a default profile available.

In addition to the profiles you create, call lists use the standard filtering rules. The standard filtering rules use the call's Start On, Stop On, and Maximum Number of Attempts data to limit the number of calls that are available in the call list."

Thanks

Mike

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    author's profile photo Former Member
    Former Member
    Posted on Jun 16, 2011 at 11:47 PM

    Yes you can filter the calls in call list via following way.

    Go to SPRO - CRM - Interaction Centre WEB CLIENT - Additional Functions - Call lists - DEFINE CALL LIST TYPES.

    Define one Call list type for ex : ZTEST_CALL

    Save it.

    Then go to Define Call List dispacthing components NEW ENTRIES then select CUSTOM ORDER CONTROL COMPONENT - It will give you the ZTEST_CALL in result.

    Then Assign one Z Class by copying from the Class CL_CLM_INTERACTION_DISPATCHER and then save it.

    in the Z class Method : IF_CLM_INTERACTION_DISPATCHER- GET_ACTIVE_INTERACTIONS you can filter the calls. This gets called when you select or open the call list form IC_AGENT role so you can put break point and check.

    NOTE: You need to assing this call list type in the transaction CRMD_TM_CLDIST to your call list.

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