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CRM_CIC_062 - Define Call List Profiles

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In this IMG activity, you define further interaction center (IC) call list execution attributes which apply to all agents assigned to the profile. You can determine whether agents can automatically prepare for call lists and whether calls are automatically completed.

After you create the profile, you must assign it to the business role (IC WebClient only) or IC WebClient profile (IC WebClient 2005 only). If you do not create a profile, or do not assign it as above, automatic call preparation is not enabled, but automatic call completion is.

In order for agents to receive and process calls from automated dialed call lists, you must determine the following settings to extract call list from the contact attached data:

• Contact attached data application ID, which identifies the application ID where the call list <call id> is located in the contact attached data coming from the Integrated Communications Interface (ICI)

• XSLT program

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Length: 1311 Date: 20240523 Time: 172911     sap01-206 ( 30 ms )