Interaction team

SAP Contact Centre: make an outbound call

Aim: The aim of this document is to show how to make an outbound call. This will cover calling within CRM (integrated and not) and directly from SAP Contact Centre.

Background

You can make calls from the SAP Contact Centredirect as your phone. You can make calls from the CRM system also without a customer interaction. You can make calls as part of a customer interaction.

SAP Contact Centre

Note: when making an ‘outbound’ call you should be in ’not ready’ mode

The SAP Contact Centredirectory stores telephone numbers of all SAP Contact Centreusers. For all other internal contacts you will need to refer to CAMA or the iTeam contacts directory as appropriate.

  • Log into SAP Contact Centre(see BP iiTeam Logging on SAP Contact Centre_CRM.docx)
  • Click on the directory tab to search for a number
  • Click the Binoculars to bring up the list of agents

  • Select the agent from the directory or manuallyenter an extension number in the dial pad (destination field) at the bottom left of the SAP Contact CentreCDT
  • Click dial

  • Click hang up to end the call

Note: if the internal person you are calling is on the phone you will hear an engaged tone which is a short high pitched tone, it will ring twice and then stop.

CRM

CRM does not have its own directory for internal contacts. You will need to flick to the SAP Contact CentreCDT screen, use People Search (CAMA), or the iTeam contacts directory as appropriate.

Note: when making an ‘outbound’ call you should be in ‘not ready’ mode

  • Log in to SAP Contact Centre/CRM (see BP iTeam Logging on to BCM.docx)
  • Click on the dial pad
  • Select a ‘queue’ by clicking on the blue square to the left of the ‘name ‘ column or manually enter a number in the destination field
  • Click dial

  • The top right section of the telephony bar will indicate that you are making an outbound call and show the destination telephone number

CRM/SAP Contact Centre integration

  • Log in to SAP Contact Centre/CRM (seeiTeam Logging on SAP Contact Centre_CRM.docx)
  • Search and confirm a BP
  • Click dial pad
  • If the record contains a telephone number it may load into the dial pad automatically, if not you can copy and paste it in
  • Click dial

Note: if the record contains no telephone number indicate to the caller that you are going to update our records by entering their number and check they are ok with this.

Transferring an outbound call

During the call you may find that it’s necessary to transfer to another colleague (a CRM/SAP Contact Centreor non CRM/SAP Contact Centreuser). For instructions on how to do this (including the transfer of a ST where applicable) see the ‘Warm Transfer a call’ BP

Dialling an external number

If you are dialling an outside line, you should not need to put ‘9’ before the number as from other university phones,as SAP Contact Centreshould do this for you.

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