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Processing Functions and Modes ( RELNPM_45A_CS_CI_CUSTOM3 )

CPI1466 during Backup   PERFORM Short Reference  
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Short text

Processing Functions and Modes

Description

A number of different functions and modes for processing calls have been developed within the framework of the Customer Interaction Center (CIC):

• Inwait:
  Wait for new incoming calls

• End call, inwait:
  End current call, wait for new incoming calls

• Cancel inwait:
  Cancels inwait mode

• Answer call:
  Answer current call

• Refresh call state:
  Refreshes the Call State window manually

• Hold:
  Puts the connection with the caller on hold, for example, during a consultation call when the caller should not hear what is being said

• Unhold/retrieve:
  Retrieves a party that was on hold, for example, after a consultation call

• Toggle held state:
  Toggles between "Hold" and "Unhold/retrieve"

• Deflect call:
  Sends incoming call to another extension or queue without answering

• Consult:
  Consult someone else while the connection to the current caller is put on hold

• 'Warm' transfer call:
  Transfer call indirectly, agent talks to the other agent first to ask if the agen will accept the call

• 'Blind' transfer call:
  Transfers party to another person without agent talking to the new agent

• Set up conference call:
  Connects several callers together

• End call/after call (work not ready):
  Ends a call, then goes into 'after call' mode for follow-up work. Not available to take calls

• End call/aux work (not ready):
  Ends a call, then goes into 'aux work' mode for other purposes (for example, lunchbreak)

• Aux work mode (work not ready):
  Goes into 'after call' mode. Not available to take calls.

• After call work mode (work not ready):
  Goes into 'after call' mode. Not available to take calls.

• Aux work mode (not ready):
  Goes into 'aux' mode. Not available to receive calls.

• Work ready:
  Goes into 'ready' mode. Available to receive calls, but still working on some task

• Inwait/answer:
  Wait for new calls and ansswer these automatically

• End call/inwait:
  Ends a call and goes directly into inwait mode

• End call/inwait/answer:
  Ends a call, goes directly into inwait mode and answers incoming calls automatically

• End call/Aux work:
  Ends call and then goes into 'aux' work mode

• Agent login:
  Logs agent into queue

• Agent logout:
  Logs agent out of queue

• End call:
  Ends the call. No change of work mode

• Drop party from call:
  Drops the party from the call

• Drop self:
  Drops you from the call

• Reconnect call:
  Drops the party you are consulting with reconnects the waiting call

• Alternate call:
  Toggles between the calls instead of using the 'hold' mode with a single mouse click)

• Quit:
  Leaves the application

Damage caused to data by errors

Software/hardware requirements

Installation information

Effects on System Administration

Effects on Customizing

You must perform the necessary Customizing settings to be able to use the processing functions and modes. You can find more information in the Implementation Guide:

Proceed

Effect on batch input

Changes to the Interface

Changes in procedure

Procedure for removing dataset errors

Dependent functions

Planning

Further notes

General Material Data   ABAP Short Reference  
This documentation is copyright by SAP AG.

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