Interaction team

SAP Contact Centre / CRM: Receive an inbound call

Aim: The aim of this document is to show how to receive an inbound call via SAP Contact Centre/CRM. It covers handling a call from an exact match CRM business partner record, multiple potential matches and no match.
It also covers taking an inbound call whilst working in service tickets not related to telephony

Background

There is a Business Requirement to integrate telephony functionality to the CRM IC web solution.

Computer telephony integration (CTI) is the technology that allows interactions on a telephone and a computer to be integrated.

A private branch exchange (PBX) is a telephone exchange – that makes connections among the internal telephones of a single business.

Contents

Inbound Call – Exact Match

Inbound Call – Multiple potential matches

Inbound Call – no match

Rejecting a Call

Inbound call - Processing back office work whilst being ‘Ready’ for calls as part of telephony duty

Trouble shooting section

You should be logged into SAP Contact Centre (against the appropriate queue(s) and CRM in ‘Ready’ mode) – see separate BP for logging in to SAP Contact Centre.

IVR information

The customer will have the option to enter a range of unique identifiers in order to help us locate any current records in CRM, these are:

  • Student/applicant number
  • Business Partner number
  • UCAS ID number
  • Service Ticket number

There will also be the opportunity to skip through this section if the customer has none of the above. Whilst a customer is waiting in a queue for their call to be answered they will (at certain intervals) be offered the opportunity to leave a voicemail or select a call back. See separate business processes for how to process these.

Inbound Call – Exact Match

  • Customer calls
  • View number calling in top right of telephony bar
  • One exact match will also show the name in the top left of the telephony bar
  • Click accept

Telephony bar status will show

  • Standard greeting to customer
  • Business partner details will be loaded into the identify account screen

  • Check details and confirm business partner
  • If not correct BP, click the ‘reset’ Button and create the BP – use judgement regarding what to do with the BP the call matched to.
  • See list of STs in last interactions
  • View past STs if similar query
  • Edit or create new ST
  • Transfer if appropriate (see separate BP ‘Processing Warm Transfers’ for instructions)
  • Click ‘hang up’ (and/or customer hangs up)
  • Now in ‘wrap up’ mode which allows you to complete ST notes and not be available for calls (in ‘not ready’ mode)
  • Save and end will indicate that you are ready to take your next call (in ‘ready’ mode)

Note: If another call comes in straight away, it will start flashing whilst CRM might still be swirling and have not returned to the default screen as yet. Wait untilCRM has put the new customer information in the top left and finished swirling before accepting the call otherwise BP search will not load.

Inbound Call – Multiple potential matches

  • Customer calls
  • View number calling in top right and left of telephony bar (Status ‘Alerting’)
  • Click accept (status ‘Connected’)
  • Standard greeting to customer
  • Business partner potential matches can be seen in the results list within the identify account screen

  • Check details, select and confirm business partner
  • If caller not any of the matched BPs, create a new one (click ‘reset’ to start search afresh)
  • See list of STs in last interactions
  • View past STs if similar query
  • Edit or create new ST
  • Transfer if appropriate (see separate BP ‘Processing Warm Transfers’ for instructions)
  • Click ‘hang up’ (and/or customer hangs up)
  • Now in ‘wrap up’ mode which allows you to complete ST notes and not be available for calls (in ‘not ready’ mode)
  • Save and end will indicate that you are ready to take your next call (in ‘ready’ mode)

Note: If another call comes in straight away, it will start flashing whilst CRM might still be swirling and have not returned to the default screen as yet. Wait until CRM has put the new customer information in the top left and finished swirling before accepting the call otherwise BP search will not load.

Inbound Call – no match

  • Customer calls
  • View number calling in top right and left of telephony bar (as per multiple potential matches)
  • Click accept
  • Standard greeting to customer
  • Check details and search for business partner
  • Select and confirm as appropriate or create (see ..\..\..\How To\CRM Business Processes\iTeam Create and Confirm BP.docx) if no result found
  • Edit BP at this stage and add the telephone number if you can for future use (will be added automatically if you create a new BP)
  • See list of STs in last interactions where applicable
  • View past STs if similar query
  • Edit or create new ST
  • Transfer if appropriate (see separate BP ‘Processing Warm Transfers’ for instructions)
  • Click ‘hang up’ (and/or customer hangs up)
  • Now in ‘wrap up’ mode which allows you to complete ST notes and not be available for calls (in ‘not ready’ mode)
  • Save and end will indicate that you are ready to take your next call (in ‘ready’ mode)

Note: If another call comes in straight away, it will start flashing whilst CRM might still be swirling and have not returned to the default screen as yet. Wait until CRM has put the new customer information in the top left and finished swirling before accepting the call otherwise BP search will not load.

Rejecting a Call

  • this is not something that will be standard practice, but there may be some instances when this is necessary such as:
  • processing back office work whilst on telephony (see below)
  • being about to log off and a call comes through

Information

You can see the call length here. When in a call both timers display the same. Once in wrap up, the left displays the wrap up time and the right the overall call time

Inbound call - Processing back office work whilst being ‘Ready’ for calls as part of telephony duty

There are two general rules:

  1. If you are confirmed in a Business Partner (whether doing a ST or with an email etc.) the system will allow you to answer the call, put the caller on hold, complete what you are doing, and once clicked END will bring up any search results from the phone call
  2. If you are not confirmedin a Business Partner and you click accept, it will consider you to be processing the call and so will join in with or override any BP search you are completing (the main problem here is with an interacted email as it links this in too – in this case click reject, note the email details to return later and click end to be ready to take the call in case no one else available).

Scenario 1: Working on a Service Ticket: If you are confirmed in a business partner and working in a service ticket not related to a telephony call, your status should be ‘ready’ for calls.

  • If a call comes in, you will see the Accept/Reject alert as normal
  • If you are nearly finished what you are doing
  • you can accept the call, you will then see this message:

Explain that you are wrapping up from the last customer and ask if they are okay to hold a moment. Put them on hold (they will be listening to music)

  • Save and end your current interaction
  • When you click end, this will bring up any customer search which has been initiated from the call
  • Use the Retrieve button to bring the customer back and continue with call
  • Once finished, you can re-locate your previous work in the inbox
  • If you are in the middle of processing a task where ending quickly is difficult
  • you can click ‘reject’ to pass the caller to another agent however you MUST be aware of how many staff are on the phones and that the caller does not get passed around – e.g. if you have to do this more than once it means you are the only person and need to take the call and so follow the next step
  • save the work to return to after your call

Scenario 2: Searching for a Business Partner in the Enquirer Identification screen – not confirmed

  • When the call comes in, it will flash Accept/Reject as normal. Click on Accept.
  • If the customer entered a Unique Identifier, the results of this search will override your unconfirmed search
  • If the customer is unknown to the system, it will leave your previous search on the screen, to start searching for your caller, you will need to click ‘’reset’. Note - you can’t click END to clear this as you will get this message:as with rule two – the system considers you to be processing this call – i.e. you have nothing to end but the call.

Scenario 3: You have interacted with an email but have not confirmed the business partner yet

  • As with rule two once you click accept the call search links in with what you are doing, and will link the email too.
  • Therefore, you can’t take calls whilst at this stage as the inbound call will try to link with the current search you are performing. You will be able to clear the search but you can’t put the email down whilst you handle the call.
  • So, click reject.

Scenario 4: You have interacted with an email and confirmed the Business Partner

  • When the call comes in, the screen will flicker and you will see a message e.g.:

for a new customer; or, for an existing customer, the name etc. will be displayed in the top left corner instead of the current BP you are confirmed in:

  • If you accept the call you will get the message:

allowing you to complete what you are doing – as with rule one. Remember that you can open a ST to attach the email, leave it in process with yourself, end it and return to this after the call.

  • Click end, and then continue with the phone call.

Scenario 5: You are performing a search in the inbox

  • The call will alert you in the normal way, when you click accept it will take you to the Enquirer Identification screen. Once completed the call and interaction, you will be able to return to your inbox search.

Trouble shooting section

If your SAP Contact Centre screen is not popping up when a call comes through, this can easily be changed with the following option:

  • If this box is checked, then SAP Contact Centre will pop up for new calls.
  • You still get the balloon in the bottom right corner saying “Incoming” either way.

Checked 26.01.2016 nss128