SAP BCM IVR Mangement

[Former Member]

Hi Experts,

I am New to SAP BCM, we are implementing BCM 7.0 SP03 and CRM 7.1 version.

I am looking for some kind of documentation on SAP BCM IVR  Management with step by step with some examples.

Our requirement is very simple , when customer calls

-Welcome message

-In queue

-if he selects 1 should go to sales

-if he selects 2 should to complaints

-on hold the customer should listen to the music.

It will be great help, if i get any documents with steps.

Thanks

Chandramohan

[VishnAndr]

Hello, Chandramohan.

Have you seen an example of IVR quite similar to yours at help.sap.com?

[Former Member]

Hi Andrei,

Thanks for your reply,

There is slight change in requirement.

Step 1 - Welcome Message (welcome to XYZ, Press “1” for English and “2” for XYZ language)

Step 2 -Based on Language selection ( Language specific Prompts should play, if 1 is pressed English audio file should play , if 2 is pressed XYZ audio files should play )

Step 3 – Category selection – based on selected language i.e. step 2

1. Sales
2. Complaints

Step 4 – Agent selection – Based on step 3

           - Sales agent queue

           - Compliant complaints agent Queue

How  and where can I maintain the Audio prompts based on selection. I think i need to do Custom IVR, I am not understanding how and where these child Element and Child element block are used for my business scenario.

Please if you can give good example or config steps for my scenario. it will be very help for me.

Thanks

Chandramohan

[Former Member]

Hi Chandramohan,

My suggestion would be to reproduce the following figure and adapt it depending on how your choices branch out :

This example is just a basic set : one main menu, with 2 DTMF choices, leading to queue 1 or queue 2.

1- var : "queue_number"

2- menu : "main_menu"

     audio : welcome message

     choice : DTMF 1 -> transfer to queue 1

     choice : DTMF 2 -> transfer to queue 2

noinput

nomatch

     go to -> main_menu

3-form : "transfer to queue 1"

     block

          assign :      1      (queue_number)

          go to :                make_transfer

4-form : "transfer to queue 2"

     block

          assign :      2     (queue_number)

          go to :                make_transfer

5-form : "make_transfer"

     transfer : application_transfer          Str(num_file)

Hope it helps,

Eli

[Former Member]

Dear Experts,

I have installed the SAP BCM 7.0 SP03 and I have successfully created a Custom IVR with DTMF allocation to Queues. What I can not figure out is how to control the IVR played back to the caller after he presses the Queue DTMF number and is assigned to a queue.

For example, after a caller presses 2 for Sales, the following Prompt files are played

1.Welcome --> Once

2. InQueue --> Twice and if No agent takes the call

3. InternalTransfer  once

4. InQueue forever

I need to control this whole process by adding my Custom Prompt Messages for each queue state (Busy Queue, Full Queue, and Normal Queue). I can not find how to achieve this either in the Example Installation Document or the Online Help.

Best Ragards,

Mohamed Awny

[Former Member]

Hi Mohamed,

1. Prompt handling is done in three phases. First you should upload actual prompt files. Music, announcements etc. BCM package contains example files for all supported languages - and you can use those also if you like. In prompt file section you may download individual prompt file and all variants in your business languages.

For more information check help.sap.com System Configurtor > Prompt files

2. After you have the prompt files you can define Prompt. Prompt adds metadata into prompt handling. E.g. InQueue type of message might have multiple steps as you described. In Steps section you could have e.g.

1:st step PlayFile

2nd step Pause for defined time

3rd step PlayFile (another or the same than in previous)

In addition you may use estimated waiting time or position in queue anouncements or you can add random order for played music. The InQueue state is played as long as the call is in queue. So you need to design prompts in the way that they fit within maximum waiting time limits, for example. Prompt may also have textual content like in case of textual communication (e-mail or chat).

For more information check System Configurator > Prompt

3. When you have designed your prompt then you only need to assign them to be played in target queue(s) or in whole contact center. That is done in schedule part. Add new schedule. Select prompts and select either whole Contact Center or selected queue as a target. If you select queue. Then on next screen you will be able to cherry pick your target queues that will be using the prompt. At the same time you can define schedule for the prompt. For example if you want to add some holiday creeting  and music into the queue then you can schedule it here for next up-coming years based on user defined calendars.

For more information check System Configurator > Schedule

I hope this helps,

Ville