Call list synchronization CRM/BCM

[Former Member]

Hi all,

I can't get my call list to be connected and synchronized in BCM.

1- I created a campaign with "Phone" activity

2- I created a call list

3- I can activate "manual" call lists (in execution mode)

4- I can switch to "automatic" but then I cannot activate the lists. The following error message appears : "Maintain the dialer information in call list C-00000020"

Where can I enable this functionality? RFC connection was defined and inbound calls are working and coming through CRM.

Many thanks,

Eli

[VishnAndr · Accepted solution]

Hello, Eli.

I haven't tried this part of functionality in Ehp1 yet.

But in plain 7.0 (where is no automatic replication of a call list to BCM) you can set a Dialer on the header of your call list in GUI tx. CRMD_TM_CLDIST on Execution Control tab. It's available when you switch Execution mode to Automated.

In WebUI this field is not shown by default. You can bring this field to a view in call list screen of IC_MANAGER role through configuration. It is on Call List Details tab with the name 'Node ID' (technical information shows: //CALLLIST/STRUCT.DIALER). But unfortunately there is no value help in WebUi for this field. At least in 7.0.

Probably in Ehp1 this information is also replicated to BCM side along with call list itself.

[Former Member · Accepted solution]

Hi Andrei,

When going in "Execution Control" tab, I actually do not have any list of dialers among which to choose.

1- What does it refer to? Where can I configure this option?

2- I also do not have any input in "Interaction Center" fiel in the "General" tab. What does this notion represent? Where can I also configure this list?

Thanks !

[VishnAndr · Accepted solution]

From technical information of this field it seems that it refers to some SAPPhone functionality.

And help topic Automated Dialing states the same. For more information it's suggested to get more information in SAP Solution Manager.

Also there is a doc how to bring some options to Dialer dropdown listbox. Take a look here Maintaining Automated Dialing Settings in SAPphone.

Unfortunately, I can only guess here because have never tried it by myself. May be other colleagues will be able to help you more.

[Former Member · Accepted solution]

Thanks Andrei. That is it indeed : when integrating BCM and CRM, it is necessary to configure 2 different RFC connections (which isn't stated in BCM's documentation) G and T type : for inbound and outbound calls.

A SapPhone configuration for outbound calls also need to be set up (not detailed either). Once it is, it will appear in the CRMD_TM_CLDIST 'dialer' list.

[VishnAndr · Accepted solution]

Great, Eli!

Could you please share some more information which connections are needed for what purpose?

Do you know how the call list is replicated and synchronized with BCM through this connection?

[Former Member · Accepted solution]

I haven't set up the second connection yet. Therefore I will confirm the following when I do :

2 connections needed (SM59) :

- HTTP destination (inbound calls)

- TCP/IP destination (used by SapPhone interface to transfer call lists from CRM to the dialer in BCM)

Once the dialer is configured in SapPhone :

- It will appear in CRMD_TM_CLDIST, "Execution Tab" and can be associated to a call list.

Then I believe the synchronization would be enabled (in ICI : execution mode "automatic" + synchronize)