Phone Call Activity Connected/Accepted/Abandoned

[shenu]

Hi SAP experts,

I am unable to find any documentation on Phone call activity in Cloud for customer. I had a few questions,

1. Are all calls recorded under Activities> Phone Call - all that connected to CTI whether picked up by an associate or not or does it just capture accepted inbound and outbound calls?

2. How to identify whether call was accepted vs abandoned?

3. What is 'Activity Life Cycle Status' - especially open status.

4. What do different phone statuses mean - open, completed?

Your prompt response will be much appreciated!

[Juliuspereira · Accepted solution]

Hi Shenu,

Please see the answers inline.

1. Are all calls recorded under Activities> Phone Call - all that connected to CTI whether picked up by an associate or not or does it just capture accepted inbound and outbound calls?

When you have a C4C system connected/ integrated with a telephony system through CTI, all inbound and outbound calls irrespective of whether they are answered or not are captured as phone call activities. This is because the system automatically creates an interaction record (aka phone call activity) for it as soon as the screen pop happens in C4C.

2. How to identify whether call was accepted vs abandoned?

This form or reporting would have to be derived from your telephony system. The CTI vendor should be able to assist/ create custom reports for this based on the call data stored in the telephony system or they should be able to leverage standard reports provided by the telephony system.

3. What is 'Activity Life Cycle Status' - especially open status.

The activity statuses are configurable and can be configured to whatever you want based on your business needs, if the standard ones do not meet your requirement. There is no automated logic to change the activity statuses based on inbound/ outbound phone calls in standard system. However you might be able to influence the status through some badi implementations or through API calls, which the CTI vendor should make and update the statuses as needed.

Note that phone call activities can also be created manually. In this case, the reps. can update the statuses as they work the activities.

Specifically, status = Open means that the rep/ agent still has some work to be performed or is waiting for an update and so on and thus has left the activity open (and not set it to Completed as when that is done, certain fields become uneditable)

4. What do different phone statuses mean - open, completed?

See Raphael Fehrenbach answer for this one.

Julius

[shenu · Accepted solution]

Thank you very much julius.pereira25

[sybitrfh]

Hey Shenu,

1. Only calls that are answered are created as phone call activity

2. Not at all, because the abandoned ones are not existing 🙂

3. The "Open" status is always set by CTI. The standard will not set the call to "Completed" once you hang up.

4. The life cycle status will give the user an indication whether the activity is already "finished" (e.g. color coding inside the calendar view). Additionally some fields are locked once the phone call is "Completed", e.g. Start Date/Time, End Date/Time, Priority and Category.

Hope this helps.

[shenu]

Hi sybitrfh, thank you very much for your response. Unfortunately, when I tested these scenarios today I found otherwise: I made calls as a customer and then hung up - these are still logged in under phone call activity. That makes it very challenging to understand where CTI is used vs not. Would you know an indicator to identify which calls are answered vs not?

[shenu]

also when C4C is not used but Avaya is used to accept the call, it shows up into the activity list 😞