Identification of accountS for incoming call

[Former Member]

Hello everybody,

we are operating IC with CTI. Business partners get identified by incoming calls.

Our objective for incoming calls is, to get a list of accounts, which could match to the phone number, when last 3 digits get cut from incoming number.

For example:

The incoming number is 0111111 222. Last 3 digits off, then it is 0111111.

Every account, which has a number (or its contact person) which starts with 0111111, should be in the result list of account identification.

1) question is: Generelly, is it possible to have a result list in account identification for incoming calls?

2) question is: Is it possible to enrich this list as mentioned above?

I have already checked BaDIs, and following discussion without helpful hint:

http://scn.sap.com/thread/2070223

-> Method BUPA_CONTACT mentioned in discussion not called while incoming call

http://scn.sap.com/community/utilities/blog/2012/09/29/computer-telephony-integration-for-sap-crm

-> Incoming number was not accessable through code mentioned in blog

Do you have any helpful hints?

Thank you very much!

Regards,

Dirk

[Former Member · Accepted solution]

Hi Dirk,

Enhance CL_CRMCMP_B_CUCOIDENT_IMPL->PROCESS_INCOMING_REQUEST for your requirement.

Cheers,

Arun

[Former Member]

Hello Andrei, Arun,

thank for fast reply. Both suggestions were helpful!!

Regards,

Dirk

[VishnAndr]

Hello, Dirk.

As far as I understood, you'd like to fire a search with incoming phone number? When the call has just arrived to the agent and has not been picked up yet? Am I right?

Generally the search during incoming call is done using FM BUPA_SEARCH_2. I'd suggest to explore it, set a break-point there and see what happens after it. Probably, you can take a look at a call stack and manipulate the number before the FM call.