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author's profile photo Former Member
Former Member

SAP BCM IVR

Hi Experts,

I have a requirement to avoid messages being played more than once, when customers call the call center through SAP BCM - IVR.

For example, a message should be displayed to the customer reg an upgrade in his status, say from Silver to Gold.

This message should be played only once to the customer. This message should not be played again.

For specific messages like Birthday messages, the message should be played once a year.

Can you please help me out in determining whether this functionality is achievable and how to develop this.

Thanks in advance.

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2 Answers

  • author's profile photo Former Member
    Former Member
    Posted on Sep 16, 2011 at 12:34 PM

    Please, check the BCM IVR tool go to get DTMF digits.

    Under the DTMF settings replace the repeat settings with 1 or how many times you want to repeat the message.

    For specific messages you can create a queue and schedule it.

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  • Posted on Sep 29, 2011 at 09:10 AM

    Hello, Razina.

    I'd suggest the following.

    Firstly, you need to keep somewhere information have you played this prompt to the customer or not yet. For me it's seems easier to keep it in SAP CRM (if you have it in a landscape and it's integrated with BCM) and make it available externally with a SOAP web service.

    So, when the customer calls IVR, there should be a SOAP state which will get an information from CRM about should the next prompt (birthday congratulation, notifaction, whatever) be played for him or not. Then there should be a DATACHECK state which actually makes a decision (the fork: play or skip playing).

    Other option is to store the information in some z-table on the SQL Server itself and with CUSTOM state read it from there.

    Hope this will help.

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