Hierarchy
IS-UT (Software Component) SAP Utilities/Telecommunication⤷
IS-U (Application Component) SAP Utilities⤷
EE80 (Package) IS-U: Customizing
IMG Activity
| ID | _ISUCSFO_000019 | Define Process for Customer Callbacks |
| Transaction Code | S_KK4_82000419 | (empty) |
| Created on | 20000807 | |
| Customizing Attributes | _ISUCSFO_000019 | Define Process for Customer Callbacks |
| Customizing Activity | _ISUCSFO_000019 | Define Process for Customer Callbacks |
Document
| Document Class | SIMG | Hypertext: Object Class - Class to which a document belongs. |
| Document Name | _ISUCSFO_000019 |
Using the customer callback process, you enable your customers to request a phone call from a Customer Interaction Center (CIC) agent via your home page in the Internet, or via telephone (for example using Interactive Voice Response (IVR)).
The process requires the customer to specify the number at which he/she wants to be called. He/she can provide a business partner number and the reason for the callback. In addition, he/she can specify the time at which the agent should call. You can define a number of other objects and values to be transferred for the callback. The system then passes all these to the workflow container where they can be evaluated.
For each inbound callback request, the system generates a workflow. This workflow ends with a special dialog workitem for the method CCPCICWI.ExecuteCICCallbackItem, which represents the callback request in the workflow inbox of the CIC agent.
These workitems can only be executed in the workflow inbox of the CIC.
When the agent executes the workitem, the system displays the number to be called and the reason for the call. The business partner who is to be called is communicated to the business partner component of the CIC in the same way as an inbound call. In addition, the workflow and any objects appended to the workflow are placed on the CIC clipboard.
During processing of the workitem, the agent can initiate the call to either the number given by the customer or to the corresponding business partner telephone number as stored in the system.
When the callback is complete, the agent ends the workitem. If the callback is unsuccessful, it can be retained in the agent's inbox. It can also be placed in the general CIC inbox, where it can be accessed by all the CIC agents.
In this IMG activity, you define which workflow tasks are based on the callback reason at the start of the workflow, as well as the start priority of the workflow. If the customer has not given a reason for the callback then the settings for the entry are all assigned initial values. If this entry is also not available then the system start a workflow for the SAP standard task TS20500333. Theses settings apply cross-client.
Example
Requirements
Standard settings
Recommendation
Activities
Further notes
The system generates a callback request by calling the RFC-compatible fucntion module ISU_CIC_CALLBACK_REQUEST_CREA. This module attempts to identify the customer by means of the callback number that was given if the customer has not identified him/herself.
We are currently developing an Internet service for this scenario. However, you can easily create your own using the flow logic provided.
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_000019 | 0 | 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 |
| ECCPCALLBACKRV | S - Table (with text table) | SM30 | Define Process for Customer Callbacks |
History
| Last changed by/on | SAP | 20000921 |
| SAP Release Created in | 462 |
