Call list: Execute call as follow-up activity

[Former Member]

Hello!!!

Is there a way to, before execute a call from call list, create an interaction record and then link it with the call as follow-up activity?

The standard behavior set the call as Interaction record, and then it turns the parent from follow-up activities, which is not our desired behavior.

Thanks for your help!

[Sigrid]

Hi,

Why don't you use an activity for call list generation. When starting the call this activity is then directly used as interaction record for the calls and is marked as interaction record in the docflow. If you just want a different view, you can activate navigation to the activity details by help of 1424852 Interaction Record: Enable Navigation to Business Activity

Best Regards,

Sigrid

Additional info: 1500455 FAQ: Call List Maintenance and Execution

[Former Member]

Hello Sigrid!

Yes, calls are created as activities, but as per our business definition, we create an interaction record first, and need to treat the call activity as follow up activity in order to group it with other follow-up activities.

Thanks for your opinion

[Former Member]

Thanks for responses.

Finally we had to develop a way to confirm the BP, create the interaction record, link it to the call and an activity view to edit it.

Regards.

[Former Member]

Hi Miguel,

Can you be little bit clear:

you want to create Interaction Record 1st then Call to customer from Call List.

Or

while calling you can to create a Interaction Record for that Customer. This should happen automatically....

Regards,

Sap Adherent

[Former Member]

Hello Sap Adherent,

Yes, we need to create Interaction Record 1st and then execute the Call from Call List. The call must be set as follow-up activity of that interaction record.

Actually, I can create the interaction record confirming the Business partner, but when I go to the Call list view and try to select a call, I can't because all lists are blocked.

Thanks for your help!

[Former Member]

Hi Miguel,

Yes, It will be Bcos, Once yo confirm any account, what ever the transaction you create automatically this account will get displayed. So, you can not access the Call list.

If you directly go to call list(With out confirming any account) from there you choose account. Then the account get confirm and you can run the remaining process. While configuring "sap contact center" you will define few setting, it will create a Interaction Record once you end the call.

Regards,

Sap Adherent.