In SAP CRM 7.0 EhP1, the calling customer can be automatically confirmed when it is transferred from another agent and already confirmed. The same alerts triggered when the business partner is confirmed, can now also be available after the phone call is transferred to a second agent. Meanwhile no extra interaction record for BP confirmation will be generated in the Interaction Record.
When creating conditions in a rule policy, you will find a new event available. Please see the screenshot below:
Picture 1: New Event in Rule Modeler
With this event, the alert will also be available in the second agent screen after call is transferred.
Please find more information from the following Business Partner Automatic Confirmation in Transfer Scenario video.
