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CRM_CIC_055 - Define Call Distribution Components

CL_GUI_FRONTEND_SERVICES - Frontend Services   ROGBILLS - Synchronize billing plans  
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In this IMG activity you define rules or procedures for automatic distribution of calls to other call lists. This is mostly used when users reschedule calls or create follow up calls. Calls can be rescheduled in the agent and the supervisor applications. Once users select Check or Save, this component is called. This check is not visible to users. You can determine error or warning messages that agents receive if the call cannot be distributed to another call list.

The call distribution component performs the following functions:

• Determines the call list the call is moved to.

• Checks to see if the call can be moved.

The check can be based upon the individual call or you can use business objects, or fields found on the interface, to provide this further check. For example, you can use the business transaction data associated to the call to determine if the call can be moved.

In order to create the call list distribution component, you must already have:

• Created a new class.

• Assigned ABAP interface IF_CLM_CALL_LIST_DETERMINATION to the class.

• Implemented the methods.

1. Create a call distribution component ID.
2. Assign the corresponding class you created.
3. Save.
4. Assign the call distribution component ID to the call list type.

You create call lists for each day of the week. An agent is processing a call in Monday's call list and the customer requests that the agent calls him back on Wednesday. Using this component, the call is moved to Wednesday's call list automatically.

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

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