Hierarchy
IS-M (Software Component) SAP MEDIA⤷
IS-M (Application Component) SAP Media⤷
JSD (Package) Appl. dev. R/3 Publishing Sales and Distribution System
IMG Activity
| ID | ISM_CIC_WF_CALLBACK | Define Process for Customer Callbacks |
| Transaction Code | S_KK4_82000498 | (empty) |
| Created on | 20010116 | |
| Customizing Attributes | ISM_CIC_WF_CALLBACK | Define Process for Customer Callbacks |
| Customizing Activity | ISM_CIC_WF_CALLBACK | Define Process for Customer Callbacks |
Document
| Document Class | SIMG | Hypertext: Object Class - Class to which a document belongs. |
| Document Name | ISM_CIC_WF_CALLBACK |
The process Customer Callbacks allows you to offer your customers the service of requesting a return call from an agent in the Customer Interaction Center (CIC) via a website or via the telephone system (for example, using Interactive Voice Response (IVR)).
In addition to the number to which the call is to be returned, they can also specify a business partner number and a reason for the call, which can be used to determine the processor. You can also take a requested time for the callback into account. Further objects and values can be specified; the system passes these on to the workflow container, where they can be evaluated.
A workflow is created in the system for each callback request received. Basically, the workflow ends in a special dialog work item for the method CCPCICWI.ExecuteCICCallbackItem, which represents the callback request in the CIC agent's workflow inbox.
Work items of this type can only be executed in the CIC workflow inbox.
When the work item is executed, the number for callback and the reason for the call are displayed. The business partner to be called back is communicated to the business partner component in the CIC in a similar way as an incoming call. In addition, the workflow and any number of supplement objects from the workflow are placed on the CIC object clipboard.
During processing, the employee can then initiate the callback to the specified number or one of the partner's numbers.
Once callback has been completed successfully, the CIC employee closes the work item finally. If callback is unsuccessful, they can either retain the work item in their inbox or return it to the inbox that is accessible to all CIC employees.
In this activity, you specify which workflow tasks are used to start a workflow, depending on the reason for the call, and the priority with which the workflow is started. If no reason for the call is specified, the settings for the entry with an initial call reason are used. If this entry does not exist either, a workflow is started for the standard task TS26000025. These settings apply to all clients.
Further notes
A callback request is created by accessing the RFC-enabled function module ISU_CIC_CALLBACK_REQUEST_CREA. This function module tries to identify the business partner automatically from the callback number specified if the partner was not specified when the call was made.
An Internet service is in development for this scenario but you can also create one easily yourself on a Flow Logic basis.
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 | ISM_CIC_WF_CALLBACK | 0 | I510000071 | Sales |
| SIMG | ISM_CIC_WF_CALLBACK | 1 | O I170007133 |
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 | 20010420 |
| SAP Release Created in | 463 |
