we have a requirement where in a outbound scenario, the operator should be able to call an alternative numbers. In particular:
- Operator confirm and call (say on the earth line) a contact
- The contact doesn't answer
- Operator want to call a different number (say the mobile)
Is there any standard functionality in CRM that let doing this?
I'm struggling with this. The only solution I found so far is to call a pop-up with the contact numbers when the operator click on the "call" toolbar pushbutton! All this via enhancement.
Thank you in advance.
Unfortunately, you're right. It seems that there are no standard possibilities to call again the pop up window to choose another number. But you can work around with this and ask users to go to BP details page and press a communication link on a desired number there.
Another option as you said is an enhancement.
Maybe someone can share different solutions.
Ciao Andrei, thank you for the suggestion.
I tried, in the BP confirmation page, to find the field regarding mobile number with the "link" that let user call directly.
Unfortunately I found only the fixed line number link, not the mobile one. Did some of you noticed that?
I tried this way to avoid the operator additional clicks on the BP overview.
thanks in advance
Sorry for the late response. If it's still relevant.
As I understand you've found the attribute with mobile phone number. For instance on ICCMP_BP_DETAIL/BuPaDetail there is a standard attribute //DEFAULTADDRESS/SRUCT.TEL_NOMOB which represents mobile phone number from a default address. So you can bring it to visible through configuration of the view.
It doesn't have a communication link enabled by default. Right. But it's quite easy to achieve this. Look at //DEFAULTADDRESS/SRUCT.TEL_NOTEL attribute and implement GET_P method for TEL_NOMOB in the same way.
For instance we used such code for the same issue:
DATA: lr_current TYPE REF TO if_bol_bo_property_access,
lv_channel_address TYPE string.
lr_current ?= collection_wrapper->get_current( ).
CHECK lr_current IS BOUND.
CHECK lr_current->is_property_readonly( 'TEL_NOMOB' ) EQ abap_true. "#EC NOTEXT
rv_value = cl_bsp_dlc_view_descriptor=>field_type_communicationlink.
rv_value = cl_crm_ic_fw_comm_link_svc=>get_service_class_name( cl_crm_ic_fw_comm_link_svc=>co_link_type_phone ).
lv_channel_address = get_tel_nomob( 'STRUCT.TEL_NOMOB' ).
rv_value = cl_crm_ic_fw_comm_link_svc=>format_channel_address( lv_channel_address ).
rv_value = cl_crm_ic_fw_comm_link_svc=>co_link_type_phone.
Hope this will help you.