SAP CRM Interaction Center - Duplication in Call List

[Former Member]

Dear gurus,

I'm newcomer in SAP CRM. Could you please advise me how can we avoid this case "When IC agent is calling a prospect in a call list, the same prospect is still available in the call list of other agents" in SAP CRM?

Appreciate your help on this.

Thanks in advance

[Former Member]

Dear Thanh,

I understand that your concern is that the Calls are not dropping off call list once processed.

I would like to reconfirm if call on the call list has been completed?

Kindly check if you have Defined Call State Mapping Profiles..This has to do with Business transaction

synchronization.

You can refer the online help below:

http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/ec/41eeec628d4c039e9f06bbe2de37c1/frameset.htm

Regards,

Reshma Rao

[Former Member]

Hi Reshma,

When you say "call on the call list has been completed", for an IC agent, after initiating the call and confirming the account corresponding to the customer and we are able to contact the customer (and call will not be rescheduled), how can we make the call disappear from the call list?

Thanks,

L.Cortez

[Former Member]

Hi there,

Can anybody help me on this?

[BGarcia]

Hi Thanh,

In this situation, are both agents working within the same shared call list, or each agent was is own call list and the customer call is scheduled in both call lists?

Kind regards,

Garcia