call list management in IC using campaign

[sudheer19]

Hi Friends,

i am new to call list functionality in IC, can someone guide me how to create call list using marketing campaign and assign to IC agents. i have checked some of the documentation from sap and was able to generate using CRMD_TM_CLDIST tcode but there if i want to assign multiple BP's or customers how can i add at once. i can add one by one manually but looking for spreadsheet upload.

it would be really great if someone can share their experience here .

thanks in advance!.

Regards,
Sudheer

[sudheer19]

hi there,

anyone to help on this please?.

thanks,
sudheer

[sudheer19]

Hi Kevin,

I have created campaign target group in marketing pro and activated the call list in ic manager.

assigned the call list to agent and set the time. agent see that call list .

agent select it and display the calls. once select the call based on call list profile i set auto identified the customer.

and here agent talk to customer and further statuses of that call list based on call answer / no answer/rejected/etc.. how to handle.

and when i tried to create IR its taking to me PCAL transaction so do i have to copy the PCAL and customize the statuses? and also how can i show the call result.

please help.

thanks,
Sudheer

[kevin_wang9]

Hello Sudheer,

Could you please provide some screenshots to show the scenario? Have you tried to assign a Target group to the call list to achieve your purpose?

Best regards,

Kevin

[sudheer19]

Hi Kevin,

thanks for responding.

I am actually new to this functionality, first time trying to configure it for business. requirement is thru campaign assign the call list to agents. we have created campaign and assigned the call list to agents. but how can we know the post call results map to call lists?. for example if the call was not answered or not connected to customer the call list should still show up for further action by agent . but I see here it goes away from the list. and also it is creating PCAL transaction when tried to create interaction record.

How can I configure this , basically post call how can the call list would behave based on the call status results.

thanks much in advance.

Best Regards,

Sudheer

[sudheer19]

Hi friends,

any inputs on this will be rewarded. i would like to know the creation of call list using camping.

thanks,

Sudheer