The main flow dealing with call lists is the following. The call list is created in SAP CRM. Interaction center manager or other responsible user sets this call list as an automated and assigns a dialer (e.g. SAP BCM system) to it. In addition, he makes users (interaction center agents) assignment. When everything is prepared, interaction center manager activates the call list in SAP CRM. At this very moment, the call list is automatically transferred to the dialer (SAP BCM). Interaction center manager needs to make some additional settings in the dialer (e.g. in SAP BCM: set dialing type (preview or predictive) and other different call list parameters, assign users etc.). Since the call list activated in SAP BCM agents can join this call list and start handling calls. Dialer automatically proposes next customer to agents or calls next customer and allocate the call to agents depending on the type of the call list. See more about preview, predictive or progressive types here:
Call list integrates with an external dialer using SAPphone interface. Online Interaction Integration component (also known as OII) of SAP BCM implements SAPphone interface on BCM side. To enable SAPphone interface for outbound call lists go to Infrastructure Administrator and navigate to the Virtual Unit which has OII component installed. In OII section find “Enable Outbound Integration”. Depending on project requirements, you optionally can set the following:
“Wrap-Up after Failed Outbound Calls”. This flag makes the system send wrap-up status also after failed outbound calls. Otherwise, wrap-up starts only after successfully connected calls.
“Outbound Reject Option”. If you choose “Skip” option then customer will be called again when the agent reject the call. In case “Reject” is selected then customer is not called anymore after agent’s rejection.
“Outbound Rescheduling Immediately”. This setting ends the call when rescheduling is done.
After you enable Outbound Integration you have to restart Integration Virtual Unit.
In System Configurator navigate to System Management, then to Modules. Here find Integration Virtual Unit and module with Online Interaction Interface (OII) type. Navigate inside. There you can observe settings made in Infrastructure Administrator. In section “SAPphone Configuration” you have to register connection to SAP CRM. Activate SAPphone interface by setting checkbox “Enable SAPphone interface”. Also you have to add a connection string. This string will register SAPphone program in SAP CRM. You can use one of two formats:
The last one makes SAP BCM use new SAP .NET Connector 3.0. Also there will be more detailed errors description in the log if you encounter any. You can find logs regarding SAPphone interface in Integration Virtual Unit logs folder in OII*.log files.
Here you may need some additional information to create a connection string and correctly register SAPphone program in SAP CRM:
Freely defined program ID. Choose it according to your needs. For instance, SAPphoneBCM.
[Gateway Host] and [Gateway Service]
To correctly identify this parameters go to “Gateway Monitor” in SAP CRM (tx. SMGW) and navigate to Goto -> Parameters -> Display. There you will find “gateway hostname” and “gateway service” parameters. Put them in the connection string accordingly.
You can leave Server Name and Client Connection empty. Server Name will be automatically filled later when you finish settings in SAP CRM (see “creating SAPphone server” in SAP CRM below).
Changes in SAPphone Configuration made in System Configurator identified by the system automatically. And you do not need to restart VU to apply them. They will be considered right after you press Save button and SAP BCM will try to register SAPphone program in SAP CRM.
To check if it’s correctly registered go to “Gateway Monitor” (tx. SMGW) and navigate to Goto -> Logged on Clients. There should be the following entry:
Following errors may occur during SAPphone program registration.
sapgw00 (or any other service of SAP Gateway which you configured in Infrastructure Administrator in OII parameters of Integration VU) missed in “services” file on SAP BCM application server (where Integration VU installed). To resolve this navigate to C:\Windows\System32\drivers\etc\services file and check that there is an entry:
Make sure there is an empty line after the last line in the file.
In the OII log you get the message that registration of your program is denied. It’s because of security settings in SAP Gateway on CRM server. It’s strongly recommended to ask your Basis or Security consultant to resolve this. Additional information can be found:
To resolve the issue you should navigate to “Gateway Monitor” in SAP CRM (tx. SMGW) then Goto -> Expert Functions -> External Security -> Create (reginfo). Do not select any RFC connection (there is no one for our scenario yet) and press “Save Selected Entries in File”. After that press “Save entries in File” and choose “Append” if asked (you’ll be asked if the file already exists). Then agree to activate changes immediately. After this navigate to $(DIR_DATA)/reginfo.dat and add following line:
P TP=[Program ID] USER=* HOST=[BCM Host]
Then in “Gateway Monitor” choose Goto -> Expert Functions -> External Security -> Reread.
RFC connection in SAP CRM
In SAP CRM you have to create RFC connection with type T “TCP/IP connections”. Go to tx. SM59 and define new connection. Set type as T, give a description, choose “Registered Server Program” as Activation Type and set Program ID as you have registered it in previous step. You do not need to set any entries in Gateway Options because you are using local gateway in SAP CRM. Save the connection and make Connection Test.
Creating SAPphone server in SAP CRM
To be able to set automated campaign in SAP CRM you have to create a SAPphone server which will connect to SAP BCM. For this go to transaction SPHB in SAP CRM. Then select Site folder in left panel and press Create. Fill in Site Name and other mandatory attributes according to your needs. Press Save button.
Open Site folder and navigate to the site you’ve just created. Open it and select Server Names folder. Press Create or double click the folder. You’ll get the wizard window opened.
In the first step give your server name (under Server field; this name should not necessarily be the same name as the site name) and description (under Name field).
In the next step enter RFC destination you’ve created in previous step.
After that choose server settings in the next step. The Dialer function must be enabled for the current scenario. Other settings you should choose according to your needs.
You can skip next Number Conversion step.
In the last step select “Server is ready for use”. Before activating the server you have to test the connection to SAP BCM system here. So answer Yes when you’re asked to test. Alternatively, you can to test the connection later from detailed view of the SAPphone server. But you have to perform the test before using automated call lists. Successful test is indicated with “Compatible” status.
During the test SAP CRM and SAP BCM exchange parameters using XCHGPARAMS function module. After the test is performed, Server Name is set in SAPphone Configuration settings in SAP BCM OII module.
When you complete the wizard, your server should look similar to the following one:
You can define here as many servers as you need according to project requirements. The same applies to sites. You choose a dialer server in next step in particular call list.
Dialer in call list
After all above steps are finished, you can proceed to call lists. In call list there is an option ‘Execution mode’ on ‘Execution Control’ tab in GUI (tx. CRMD_TM_CLDIST). You should change it to ‘Automated’ and select a dialer as SAPphone server (the list will be restricted only to servers with the Dialer function activated). If you are thinking about the same field in WebUI please refer to point 1 in Additional information section below.
When the automated call list is activated on SAP CRM side, it will be transferred to SAP BCM.
Settings in SAP BCM campaigns
There are numbers of settings available for outbound campaigns in SAP BCM. You can find outbound campaigns and their settings in System Configurator -> Outbound Management -> Campaigns. Main settings are dialer and dialing mode (the type of call list execution), queue (needed for technical reasons because all calls are related to some queue in online monitoring and reporting), visible A number. Also dialing settings, call schedule and redialing settings are available. You can find more information in Campaign Management - System Configurator (SC) - SAP Library
Along with the settings made you (or user who has rights to manage outbound campaigns in System Configurator) have to assign users (using users, user roles or user groups) who will serve in the outbound campaign in Access Rights block (‘View’ right is enough). After this is done the campaign is ready to start. Press button Start from the list of campaigns in SC and agents can proceed with the campaign.
Start the call list execution (agent’s steps)
IC agents have to join the campaign from CDT to start serving in it. After the campaign is started (or if this agent is assigned after the start) an agent have to reload CDT from menu File -> Reload or relogin to CDT. In Contact Center view there will be a tab “OB Campaigns”. Agent has to join the campaign from here selecting an appropriate campaign from a dropdown list and pressing the button.
Now he is ready to serve in the call list. In SAP CRM IC he doesn’t need to select the call list in the call list work center. Agent will be automatically joined to the CRM call list he serves during next call distribution. The agent can leave the campaign from the same tab in CDT when he is finished.
1. Dialer field in WebUI.
In WebUI dialer field has no input help available. To overcome this issue view CRMCMP_CLM_ADM/CallListDetailsEF should be enhance. In its context node CALLLIST you should redefine (create actually) GET, GET_V, GET_I and GET_P methods for STRUCT.DIALER attribute. Just a hint: with following call you can get dialers table defined in the system:
DATA lt_values TYPE vrm_values.
CALL FUNCTION 'SPH_SERVER_LISTBOX_VALUES_GET'
f_flag = 'D'
langu = sy-langu
values = lt_values.
2. Call list id for CMS.
Call list ID is transferred to BCM into the field “Name” of outbound campaigns. SAP CRM build this call list ID in CL_CLM_CALL_LIST->GET_CTI_ID. It takes name of the call list and replace some special characters. Then returns it as Call list ID for CMS.
3. Phone numbers selection.
There are up to 3 phone numbers transferred per call to BCM. Selection of these numbers takes place in CL_TM_CLM_INTERACTION->GET_EXECUTION_DATA.
4. Preview UI component.
Along with call list integration there is a preview UI component has been introduced. The main is ICCMP_PVDIAL_M. In addition, there is a button Preview available in IC toolbar which will navigate an agent to this component. Target ID PVDIAL_IN, UI Object Type IC_PVDIAL and Object Action B “Display”. This component displays customer information using briefcase logical link LL_BUPA_CONFIRMED_PARTNERS. There is a tab with options to reschedule the call too.