Outbound Campaign
Outbound Option Campaign Dialing
To support the usage of the Cisco CCE/CCH Outbound Option, the CRMConnectorSAP must notify the call-events to SAP correctly. To do that, the following configuration setting must be set in the CRMConnectorSAP’s configuration-file (.ini):
[CONFIG]
AppOutboundUsed=1
Furthermore, the CRMConnectorOutboundSAP component must be deployed. This allows the transmission of call lists from SAP CRM to CCE/CCH. Refer to Configuring CRMConnectorOutboundSAP for more information.
When a CallBack is executed on a specified time, SAP remembers this time and stays inactive until the time is reached. When the call is executed before this time, an error is thrown in the SAP CRM. To guarantee that CCE executes the CallBack after the specified time, the Connects for SAP can add an additional time (in seconds) to the specified time to prevent those errors.
The configuration key below can be used:
[CONFIG]
CtiOutboundCallbackDeltaTime=60
The value must be set to minutes with a minimum value of one minute (in seconds)
Outbound Campaigns – Call Rescheduling & Classification
By navigating to the SAP ICWC’s Preview-screen, agents can reschedule an outbound campaign call to a later point in time or perform a call-classification (e.g. if a fax machine was called).
By default, the following call reasons are available in SAP:
- Skipped (Marketing Permissions)
- Line Busy
- Fax
- Answering Machine
- No Answer
- Instant Redial
- Success
- Wrong Party
Each of these call reasons has a fix, assigned-call-result identifier that cannot be changed. However, it is possible to change the description of a reason. For example, the text displayed on the SAP ICWC preview-screen next to a radio-button, when using SAP transaction CRMC_CLM_CALLRESULTS.
As CCE/CCH Outbound Option’s expected reason-identifiers, transmitted in a SET_CALL_DATA-message’s BAResponse ECC variable, differs from the SAP call result identifiers, the CRMConnectorSAP component maps the call result identifiers received from SAP to an appropriate CCE/CCH identifier as followed:
| Call Result (SAP) | Description (SAP) | BAResponse (CCE/CCH) |
|---|---|---|
| 1 | Skipped (Marketing Permissions) | REX_INVALID |
| B | Line Busy | Callback or |
| F | Fax | REX_FAX |
| M | Answering Machine | REX_ANS_MACHINE |
| N | No Answer | Callback or |
| R | Instant Redial | Callback or |
| S | Success | REX_VOICE |
| W | Wrong Party | REX_INVALID |
Callback mmddyyyy hh:mm
Depending whether a callback time was specified by the agent or not. If no callback time was specified CRMConnectorSAP will signal “Callback” towards CCE/CCH but a callback will not be scheduled because of the missing time identifier.
Callback mmddyyyy hh:mm
Depending whether a callback time was specified by the agent or not.
Callback mmddyyyy hh:mm
Depending whether a callback time was specified by the agent or not. If no callback time was specified CRMConnectorSAP will signal “Callback” towards CCE/CCH but a callback will not be scheduled because of the missing time identifier.
All received call result identifiers other than the ones listed above will be rejected by the CRMConnectorSAP!