Hierarchy
IS-UT (Software Component) SAP Utilities/Telecommunication⤷
IS-U (Application Component) SAP Utilities⤷
EE80 (Package) IS-U: Customizing
IMG Activity
| ID | _ISUCSFO_000008 | Define Autocall Component |
| Transaction Code | S_KK4_74000968 | IMG Activity: _ISUCSFO_000008 |
| Created on | 19990816 | |
| Customizing Attributes | _ISUCSFO_000008 | Define Autocall Component |
| Customizing Activity | _ISUCSFO_000008 | Define Autocall Component |
Document
| Document Class | SIMG | Hypertext: Object Class - Class to which a document belongs. |
| Document Name | _ISUCSFO_000008 |
In this IMG activity you define the autocall component.
You can use the new hidden component autocall to configure the CIC in such a way that automatic calls from the action box are triggered by certain events, such as when a customer is identified or when a telephone call is received. You can also make the call start from the action box dependent on the content of the clipboard (business data display).
The new component responds to activities recorded in the log or in the scripting component. If an activity occurs in the CIC for which a call start is planned in the autocall profile then the activity evaluates the conditions stored in the CIC against elements from the clipboard. Once these conditions are met it starts the corresponding calls from the action box configuration.
Example
You want to configure the system so that the customer overview is automatically displayed when a business partner has been identified in the CIC.
To do this, define the profile you require from the autocall component by entering the appropriate key. You then branch to the actions. In the Activity field enter ISUPARTNER_ID (business partner identified). In the Call ID field enter OP. The value OP then links to the method customer overview.
You have now linked an activity to a call.
Requirements
Standard settings
Recommendation
Activities
- Define the activities you require in the autocall component.
- Allocate the autocall profile to the framework ID and the CIC profile.
- Customer Service and Customer Interation Center -> Customer Interaction Center and Telephone Integration -> Settings for Customer Interaction Center (CIC) -> Definition of Front Office Framework -> Assignment of Hidden Components to Framework IDs
- CIC profile
- Customer Service and Customer Interation Center -> Customer Interaction Center and Telephone Integration -> Settings for Customer Interaction Center (CIC) -> CIC Profile ->
Further notes
Business Attributes
| ASAP Roadmap ID | 204 | Establish Functions and Processes |
| Mandatory / Optional | 2 | Optional activity |
| Critical / Non-Critical | 2 | Non-critical |
| Country-Dependency | A | Valid for all countries |
Assigned Application Components
| Documentation Object Class | Documentation Object Name | Current line number | Application Component | Application Component Name |
|---|---|---|---|---|
| SIMG | _ISUCSFO_000008 | 0 | ALR0000137 O | |
| SIMG | _ISUCSFO_000008 | 1 | I230008702 O | |
| SIMG | _ISUCSFO_000008 | 2 | I110004870 | Front Office |
Maintenance Objects
| Maintenance object type | C | Customizing Object |
| Assigned objects | ||||||
|---|---|---|---|---|---|---|
| Customizing Object | Object Type | Transaction Code | Sub-object | Do not Summarize | Skip Subset Dialog Box | Description for multiple selections |
| ECICACC | C - View cluster | SM34 | 0000000000 | Define Autocall Component |
History
| Last changed by/on | SAP | 20000621 |
| SAP Release Created in |
