CRM Telesales

Contents
CRM Telesales: Configuration Guide ...............................................................................................2
1

Purpose..................................................................................................................................2

Preparation ............................................................................................................................2

2.1

Prerequisites ...................................................................................................................2

2.2

SAP Notes.......................................................................................................................2

Configuration .........................................................................................................................3
3.1

Business Process Configuration .....................................................................................3

3.1.1

Sales Process Transaction........................................................................................3

3.1.1.1

Preparatory Settings .......................................................................................3

3.1.1.1.1

Defining Partner Determination Procedure ............................................. 3

3.1.1.1.2

Defining Date Profile................................................................................ 4

3.1.1.2

Transaction Settings for IC WinClient Scenarios ............................................5

3.1.1.2.1

Defining Transaction Type ...................................................................... 5

3.1.1.2.2

Defining Item Category Determination .................................................... 6

3.1.1.2.3

Defining Sales Document Type (SAP ECC) ........................................... 7

3.1.1.2.4

Checking Item Category Determination (SAP ECC) ............................... 7

3.1.1.3

Transaction Settings for IC WebClient Scenarios...........................................8

3.1.1.3.1

Defining Action Profile ............................................................................. 8

3.1.1.3.2

Defining Transaction Type .................................................................... 10

3.1.1.3.3

Defining Item Category Determination .................................................. 11

3.1.1.3.4

Defining Sales Document Type (SAP ECC) ......................................... 12

3.1.1.3.5

Checking Item Category Determination (SAP ECC) ............................. 13

3.1.1.3.6

Assigning Partner Functions to Business Transactions ........................ 13

3.1.1.4

Tips & Tricks..................................................................................................14

3.1.1.4.1
3.1.2

Planned Call Transaction ........................................................................................15

3.1.2.1

Preparatory Settings .....................................................................................15

3.1.2.1.1

Defining Access Sequence ................................................................... 15

3.1.2.1.2

Defining Partner Determination Procedure ........................................... 15

3.1.2.2

Transaction Settings .....................................................................................17

3.1.2.2.1
3.1.3

Organization Determination................................................................... 14

Defining Transaction Type .................................................................... 17

Call List Settings......................................................................................................18

3.1.3.1

Defining Calling Hours for Business Partners...............................................18

3.1.3.2

Defining Transaction Type for Call List Execution ........................................20

3.1.3.3

Assigning Partner Functions to Business Transactions................................21

3.1.4

Product Proposal Settings .......................................................................................21

3.1.4.1

Assigning a Product Proposal .......................................................................22

3.1.4.2

Configuring Display Characteristics in Agent Profile.....................................22

CRM Telesales: Configuration Guide

1

Purpose

This configuration guide provides the information you need to set up the configuration of this
building block manually.

Please be aware that the content of this guide is based on CRM 5.0, SP04.

Preparation

2.1

Prerequisites

Before starting with the installation of this building block, please have a look at the
document Quick Guide to Installing SAP Best Practices for CRM.
The building block CRM Telesales contains basic steps which are basic for the configuration
of any Interaction Center Sales scenario.
In case of using an ECC system as back-end system please make sure that you have
successfully set up the relevant sections of the following building blocks:

B01 - CRM Generation

C71 - CRM Connectivity

B09 - CRM Customizing Replication

C03 - CRM Master and Transaction Data Replication

Before starting with the installation of this building block please make sure that you have
successfully set up the relevant sections of the following building blocks:

C01 - CRM Organizational Model

C10 - CRM Central Master Data

C11 - CRM Marketing Master Data

C23 - CRM Basic Sales

B08 - CRM Cross-Topic Functions

2.2

SAP Notes

Before you begin the installation and configuration, read the relevant SAP Notes. These SAP
Notes contain important information for installation and configuration, and also corrections
concerning this building block.
Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP
Notes on the SAP Service Marketplace (http://service.sap.com/notes) or in SAPNet.
SAP Note #

Description

---

Currently there are no relevant Notes for this building block.

Component

Configuration

3.1

Business Process Configuration

3.1.1

Sales Process Transaction

3.1.1.1

Preparatory Settings

3.1.1.1.1

Defining Partner Determination Procedure

Use
The purpose of this activity is to create a new partner determination procedure to assign it to
transaction type YTSA (defined in the next step) which is used in all Telesales scenarios.

Prerequisites
The standard partner determination procedure 00000027 Interaction Center Sales exists as
copy template.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

CRM Basic Functions Partner Processing Define

Partner Determination Procedure

2. To create a new partner determination procedure Y0000027 as a copy of 00000027

Interaction Center Sales perform the following steps:
3. Mark procedure 00000027 and choose Copy as
4. Enter the following values:

When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).
Procedure

Description

Y0000027

BP Interaction Center Sales (EN);

BP Interaction Center Verkauf (DE)

5. Choose Enter.
6. On screen Specify object to be copied choose Copy all and confirm the following
information.
7. Mark procedure Y0000027 and double-click on folder Partner Functions in Procedure.
8. Mark function Interaction Center Agent (CRM) and choose Details.
9. Maintain the following entry (using the input help):

Field name

User action and values

Partner Determination
Access sequence

User

10. Save your entries and select a customizing request if required.

Result
A new partner determination procedure has been created.

3.1.1.1.2

Defining Date Profile

Use
The purpose of this activity is to create a new date profile to assign it to transaction type
YTSA (defined in the next step) that is used in all Telesales scenarios.

Prerequisites
The standard date profile CIC_F2F - Contact Profile CIC exists as copy template.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

CRM Basic Functions Date Management Define Date

Profile

2. To create a new date profile YCIC_F2F as a copy of CIC_F2F perform the following
steps:
3. Mark procedure CIC_F2F and choose Copy as
4. Enter the following values:

When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).
Date Profile

Name

YCIC_F2F

BP Contact Profile CIC (EN);

BP Kontaktprofil CIC (DE)

5. Choose Enter. Now the new profile YCIC_F2F is created.

6. Highlight the newly created line YCIC_F2F.
7. Double-click on node Date rules.
8. Choose New Entries and maintain the following entry (using the input help):
Field name

User action and values

Date Rule

000000000003 (Actual Date (Activities))

9. Choose Save and leave the transaction choosing Back. This is necessary on order to
have the rule available for assigning it to a date type.

10. Highlight your profile YCIC_F2F again.

11. Double-click on node Date Types and enter the values of those three columns (value 1,
value 2 and value 3) listed here:
Field Name

Value 1

Value 2

Value 3

Date Type

BILL_DATE
(Billing Date)

INVCR_DATE
(Billing Document
Created On)

REQ_DLV_DATE
(Rqstd Delivery Date
Proposal - Order Hdr)

Date Rule

Actual Date (Activities)

Actual Date (Activities)

Date
Current Time
Default Time

00:00:00

00:00:00

00:00:00

Reference obj.

System

System

System

12. Save your entries and select a customizing request if required.

Result
A new date profile has been created.

3.1.1.2

Transaction Settings for IC WinClient Scenarios

3.1.1.2.1

Defining Transaction Type

Use
The purpose of this activity is to create a new sales transaction type to be used in the
Telesales scenarios.

Prerequisites
The standard order TSA - Interaction Center Sales exists as copy template.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Transactions
Basic

Settings
Define Transaction Types

2. To create a new transaction type YTSA - BP Telesales as a copy of TSA - Interaction

Center Sales perform the following steps:
3. Mark business transaction TSA and choose Copy as
4. Enter the following values:

When creating new data manually (not using the BC Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).

Transaction Type

Description

YTSA

BP Telesales (EN+DE)

5. Choose Enter.
6. On the screen Specify object to be copied choose copy all and confirm the following
information. Now the Sales Document YTSA is created.
7. To assign the former defined profiles, highlight line YTSA BP Telesales.
8. Choose Details and make the following entries:
Field name

User action and values

Profiles
Partner Determ.Proc.

Y0000027

Org. Data Prof.

Y00000000001

Date Profile

YCIC_F2F

Action Profile

Y_ORDER_MESSAGES

9. Check whether field Int.No.Range No contains number range 01, which you defined or
verified in a previous step.

Result
A new business transaction YTSA has been created.

3.1.1.2.2

Defining Item Category Determination

Use
You can define, per business transaction category and item category group, which item
categories the system defaults for processing business transactions. The purpose of this
activity is to maintain the item category determination for the newly created transaction type
YTSA.

Prerequisites
The transaction type YTSA and the standard item category exist. The Item category group
NORM is assigned to all products to be entered in the business transaction.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

CRM Transactions
Basic Settings
Define Item

Category Determination

2. To create the item category determination for the new business transaction YTSA - BP
Telesales perform the following steps:
3. Highlight all item category determination entries of transaction type TSA and choose
Copy As
4. In field Transaction Type enter YTSA and choose Enter.

5. Repeat this step until all copies have been created.

6. Save your entries and select a customizing request if required.

Result
The item category determination for the business transaction YTSA and item category group
NORM has been set up.

3.1.1.2.3

Defining Sales Document Type (SAP ECC)

Use
To exchange the sales order documents between the CRM and ECC systems it is necessary
to create the sales document with an identical identifier (YTSA).
Here you have to create the transaction type YTSA as a sales document type in the ECC
back-end system. This entry is necessary for the replication of sales orders and the credit
check.

Procedure
1. Access the activity using one of the following navigation options:
Transaction code

VoV8

SAP ECC IMG menu

Sales and Distribution
Sales
Sales Documents
Sales

Document Header
Define Sales Document Types

2. Make sure that you are in change mode.

3. Choose Position , enter OR as Sales Document Type and choose Continue to locate.
4. Highlight sales document type OR (Standard order) and choose Copy As.
5. Make the following entries:

When creating new data manually for both languages (EN and DE), you need to
maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after
having logged on the system with the appropriate language (EN and/or DE).
Field name

User action and values

Sales document type

YTSA - BP Telesales Order (EN)

YTSA - BP Telesalesauftrag (DE)

6. Choose Enter.
7. In the occurring dialog box, select Yes.
8. Save your entry and select a customizing request if required.
9. Confirm the Maintain Table Views: Initial Screen dialog box.

Result
The transaction type YTSA has been created as a sales document type in the ECC back-end
system.

3.1.1.2.4
Use

Checking Item Category Determination (SAP ECC)

In this step you define the determination procedures in the ECC back-end system
corresponding to the ones in the CRM system. You create the item category determination for
transaction type YTSA in the ECC back-end system - according to the ones in the CRM
system.
This entry is necessary for the replication of sales orders and the credit check.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP ECC IMG menu

Sales and Distribution
Sales
Sales Documents
Sales

Document Item
Assign Item Categories

2. Check whether the following data does already exist in the ECC system.
If so you can skip this section.
Field name

User action and values

Sales doc. type (SaTy)

YTSA

Item cat.group (ItCGr)

NORM

Item category (DfItC)

TAN

Manual item cat (MItCa)

TAP

Manual item cat (MItCa)

TAQ

Manual item cat (MItCa)

TANN

3. In case these entries do not exist in the ECC system choose New Entry.
4. Enter the data listed above.
5. Save your entries and select a customizing request if required.

Result
The determination procedures in the ECC back-end system correspond with those in the
CRM system.

3.1.1.3

Transaction Settings for IC WebClient Scenarios

3.1.1.3.1

Defining Action Profile

Use
In this activity, you create an action profile and a template for the action especially for the IC
Inbound Telesales Scenario.
The maximum number of actions allowed is defined for a transaction type. You can also
specify general conditions in the action profile for the actions contained in the profile, for
example:

The time period at which the system starts the action (for example, when saving the
document)

The way in which the system executes the action (workflow, method call or Smart Forms).

Procedure

1. Access the activity using one of the following navigation options:

Transaction code

CRMC_ACTION_WIZARD

SAP CRM IMG menu

Customer Relationship Management
Basic Functions

Actions
Actions in Transaction
Create Actions with Wizard

2. The Wizard starts with step Start.

3. Choose Continue to carry on.
4. In step Select/Create Action Profile enter the following values for the new action profile:

When creating new data manually for both languages (EN and DE), you need to
maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after
having logged on the system with the appropriate language (EN and/or DE).
Field name

User action and values

Create New Action Profile

Action Profile
Action Profile

Y_ORDER_LETTER

Description

Best Practices - Order Message as Letter (EN);

Best Practices - Auftragsnachricht als Brief (DE)

Date Profile

<empty>

Object Type
Category of Object Type
Object Type Name

Business Object Repository

BUS2000115 (CRM Sales Transaction)

5. Choose Continue.
6. In step Create Action enter the following values (according to the customers
namespace).
Field name

User action and values

Action Definition

Y_SALES_ORDER_PRINT_02

Description

Best Practices - Order Confirmation Letter (Sold-To Party) (EN);

Best Practices - Auftragsbesttigung Brief (Auftraggeber) (DE)

7. Choose Continue.
8. On the Set Action page maintain the following values:
Field name

User action
and values

Note

Immediate
processing

The action can be started manually

Action Details
Processing
Time
Display in
Toolbox

If you want the action to be displayed as a symbol in

the toolbar for the document, and the user to be able to
plan it from here.

Changeable
in Dialog

If you want the user to be able to change the condition

and processing parameter for the action in the
document.

Executable in
Dialog

If you want the user to be able to trigger the action

manually on the Actions tab page.

9. Choose Continue.
10. In step Set Up Partner Determination deselect the flag for field Partner-Dependent
11. Choose Continue.
12. In step Select Processing, select Smart Forms Print and choose Continue.
13. In step Set Up Processing select the following settings for the Smart Forms Print
Processing using the input help:
Field name

User action and values

Form Name

CRM_ORDER_CONFIRMATION_01

Processing Class

CL_DOC_PROCESSING_CRM_ORDER

Processing Method

CRM_ORDER_EXEC_SMART_FORM

Output Device

LOCL

Archive Mode

Print only

14. Choose Continue.

15. In step Enter Action Description enter, for example, the following description:
EN: Printing sales order confirmation manually.
DE: Kundenauftragsbesttigung manuell drucken.
16. Choose Continue.
17. As you do not define any schedule or start conditions, choose Continue for the next steps
in the Wizard.
18. In step Complete choose Complete to finish your action profile.
19. Select a customizing request if necessary.

For any detailed information on action profiles and their definition refer to building
block CRM Basic Sales.

Result
A new action profile and templates for actions were created.

3.1.1.3.2

Defining Transaction Type

Use
The purpose of this activity is to create a new sales transaction type to be used in the Inbound
Telesales scenario.

Prerequisites
The SAP Best Practices order for IC WinClient Telesales, YTSA BP Telesales, already
exists as copy template (see chapter above).

Procedure

1. Access the activity using the following navigation options:

Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Transactions
Basic

Settings
Define Transaction Types

2. To create a new transaction type YTSI - BP Inbound Telesales as a copy of YTSA BP

Telesales perform the following steps:
3. Mark business transaction YTSA and choose Copy As
4. Enter the following values:

When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).
Field name

User action and values

Transaction Type

YTSI - BP Inbound Telesales (EN+DE)

Description

BP Inbound Telesales (EN+DE)

Action Profile

Y_ORDER_LETTER

5. Check whether field Int.No.Range No contains number range 01, which you defined or
verified in a previous step (see building block CRM Sales (C23)).
6. Choose Enter until the new transaction type has been copied.
7. On the Specify object to be copied screen, choose copy all and confirm the following
information. Now the Sales Document YTSI is created.
8. Save your entries.

Result
A new business transaction YTSI and has been created.

3.1.1.3.3

Defining Item Category Determination

Use
The purpose of this activity is to define, per business transaction category and item category
group, which item categories the system defaults for processing business transactions. At the
same time, you can define which item categories can alternatively be entered manually for
system default. There are a maximum of three alternative item categories possible.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management
Transactions
Basic

Settings
Define Item Category Determination

2. To create the item category determination for the new business transaction YTSI - BP
Inbound Telesales perform the following steps:

3. Highlight all item category determination entries of transaction type YTSA and choose
Copy As .
4. In field Transaction Typ enter YTSI and choose Enter.
5. Repeat this step until all copies have been created.
6. Save your entries and select a customizing request if required.

Result
A new item category determination for transaction type YTSI has been defined.

3.1.1.3.4

Defining Sales Document Type (SAP ECC)

Use
To exchange the sales order documents between the CRM and ECC systems it is necessary
to create the sales document with an identical identifier (YTSI).
Here you have to create the transaction type YTSI as a sales document type in the ECC
back-end system. This entry is necessary for the replication of sales orders and the credit
check.

Procedure
1. Access the activity using one of the following navigation options:
Transaction code

VoV8

SAP ECC IMG menu

Sales and Distribution
Sales
Sales Documents
Sales

Document Header
Define Sales Document Types

2. Make sure that you are in change mode.

3. Highlight the sales document type OR (Standard Order) and choose Copy As.
4. Make the following entries:

When creating new data manually for both languages (EN and DE), you need to
maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after
having logged on the system with the appropriate language (EN and/or DE).
Field name

Field Entry

Sales Document Type

YTSI - BP Inbound Telesales (EN+DE)

5. Choose Enter.
6. In the occurring dialog box, select Yes.
7. Save your entry and select a customizing request if required.
8. Confirm the Maintain Table Views: Initial Screen dialog box.

Result
The transaction type YTSI has been created as a sales document type in the ECC back-end
system.

3.1.1.3.5

Checking Item Category Determination (SAP ECC)

Use
In this step you define the determination procedures in the ECC back-end system
corresponding to the ones in the CRM system. You create the item category determination for
transaction type YTSI in the ECC back-end system - according to the ones in the CRM
system.
This entry is necessary for the replication of sales orders and the credit check.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP ECC IMG menu

Sales and Distribution
Sales
Sales Documents
Sales

Document Item
Assign Item Categories

2. Check whether the following data does already exist in the ECC system.
If so you can skip this section.
Field name

Value

Sales doc. type (SaTy)

YTSI

Item cat.group (ItCGr)

NORM

Item category (DfItC)

TAN

Manual item cat (MItCa)

TAP

Manual item cat (MItCa)

TAQ

Manual item cat (MItCa)

TANN

3. In case these entries do not exist in the ECC system choose New Entry.
4. Enter the data listed above.
5. Save your entries and select a customizing request if required.

Result
The determination procedures in the ECC back-end system correspond with those in the
CRM system.

3.1.1.3.6

Assigning Partner Functions to Business

Transactions

Use
The purpose or this activity is to define in which partner functions the identified customer, or if
necessary the contact person and the Interaction Center Agent should be used in the
business transaction.

Prerequisites
The required transaction types have been created.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management
Interaction Center

WebClient
Business Transactions
Assign Partner
Functions to Business Transactions

2. Choose New Entries.

3. Enter the following settings:
Trans.Type

Customer Partner
Function

Contact Partner
Function

Agent Partner Function

YTSA

00000001
Sold-to Party

00000015
Contact Person

ICAGENT
Interaction Center Agent

YTSI

00000001
Sold-to Party

00000015
Contact Person

ICAGENT
Interaction Center Agent

4. Save your entries.

Result
All required partner functions have been assigned to transaction types.

3.1.1.4
3.1.1.4.1

Tips & Tricks

Organization Determination

Use
If you get the error message Cannot find Business Place within the organization
determination, you can perform the steps described below.

Procedure
1. Access the activity using the following navigation option:
SAP CRM
Transaction code

SM30

2. Enter Table/View T77OMATTR and choose Maintain.

3. Select scenario Service and double-click on node Attributes/Scenarios.
4. Choose New Entries and maintain the following data:
Scenario

Attribute

Inherit. type

SERVICE

IS_B_PLACE

Inherited values can not be redefined locally

You can ignore the warning message.

5. Choose Save.

3.1.2

Planned Call Transaction

3.1.2.1

Preparatory Settings

3.1.2.1.1

Defining Access Sequence

Use
The purpose of this activity is to define a new access sequence for the determination of the
partner function Sales Representative against the entered Activity Partner.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Basic Functions

Partner Processing Define Access Sequences

2. Select sequence 0002, Preceding Document Business Partner Relationships: Activity

Partner and copy as Y002, BP Preceding Document Business Partner Relationships:
Activity Partner User with all entries.
3. Choose Copy all.
4. Go to Individual Accesses and choose New Entries:
5. Make the following entries:
Attribute

Value

Batch Seq:

40

Dialog Seq:

40

Source

COM_PARTNER_B - Business Partner Assigned to the User

As a prerequisite for the automatic determination of the partner function Sales

Representative from the Activity Partner it is necessary to maintain a relationship
in the master data. Otherwise this function would be filled with the current User.
6. Choose Save.

3.1.2.1.2

Defining Partner Determination Procedure

Use
In this activity, you define partner determination procedures that the system uses to
automatically enter partners in business transactions. The partner functions and access
sequences you have defined are brought together here.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Basic Functions

Partner Processing Define Partner Determination Procedure

When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).
2. Select Procedure 00000002 Business Activities and choose Copy as (with all entries)
Procedure

Description

Y0000002

BP Business Activities (EN);

BP Kontakte (DE)

3. Select Procedure Y0000002 and go to folder Partner Functions in Procedure.

4. Make a new entry for partner function 00000014 Employee Responsible (CRM) with the
following data:
Attribute

Value

Changeable (if Correct After Entry or

Determination)
No. of Occurrences (Lowest)

No. of Occurrences (Highest)

Calendar maintenance
Changeable addr.
Access Sequence

0008 (Preceding Document
User)

5. Delete Function 00000022 - Person Responsible (CRM).

6. Highlight partner function 00000012 - Sales Representative (CRM) and choose Details.
7. Change the following attributes:
Field name

User action and values

Access Sequence

Y002 (BP Preceding Document -> Business

Partner Relationships: Activity Partner

8. Choose Save and Back.

9. Highlight partner function 00000015 - Contact Person (CRM) and choose Details.
10. Change the following attributes:
Field name

User action and values

No. of Occurrences (Highest)

10

Selection Limit (Select.Screen)

11. Go to folder User Interface Settings and make the following entries for Procedure
Y0000002 - BP Business Activities:
Field name

User action and values

Field name

User action and values

Partner Function1

00000009 Activity Partner (CRM)

Partner Function2

00000015 Contact Person (CRM)

Partner Function3

00000012 Sales Representative (CRM)

Partner Function4

00000014 Employee Responsible (CRM)

12. Choose Save.

Result
In section Transaction Types the new partner procedure is assigned to the relevant
transaction types.

3.1.2.2

Transaction Settings

3.1.2.2.1

Defining Transaction Type

Use
The purpose of this activity is to create a new transaction type for planned calls to be used in
the Telesales scenarios.

Prerequisites
The standard business transaction PCAL Planned Call exists as copy template.
Partner determination procedure Y0000027 and Org. Data Profile Y0000000001 have been
created.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Transactions Basic

Settings Define Transaction Types

2. To create a new transaction type YPCL - BP Planned Call as a copy of PCAL Planned
Call perform the following steps:
3. Mark business transaction PCAL and choose Copy as
4. Enter the following values:

When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).
Transaction Type

Description

YPCL

BP Planned Call (EN);

BP Geplanter Anruf (DE)

5. Choose Enter.

6. On screen Specify object to be copied choose copy all and confirm the following
information. Now the Sales Document YPCL is created.
7. To assign the former defined profiles, highlight line YPCL BP Planned Call.
8. Choose Details and make the following entries:
Field name

User action and values

Profiles
Partner Determ.Proc.

Y0000002

Org. Data Prof.

Y00000000001

9. Check whether field Int.No.Range No contains number range 01, which you defined or
verified in a previous step.
10. Choose Save.

Result
A new business transaction for planned calls has been created.

3.1.3

Call List Settings

Use
There are three methods that can be used to create call lists:

Creation of call lists via campaign management (Marketing Management)

Generation of call lists directly from BP call time (periodic call list)

Creation of empty call lists manually and manually populating their content

Call lists can be created from a campaign by creating a campaign and assigning
target groups in the campaign management application (CRM_MKTPL).
Campaigns can be exported to the CIC, which activates creation of
corresponding call lists. Call lists are created with a campaign description,
planned start and finish dates, type, priority, and a CIC script. In addition, the
campaign may pass on task description information, including a description and
the planned start and finish, if there was a task created under a campaign.
In the Interaction Center scenarios, you can create call lists directly from BP call time or
manually in the call list distribution application. Call lists created from both campaigns and BP
call time become visible in the call list distribution application (CRMD_TM_CLDIST).
For further information on creating call lists, refer to the Business Process Procedure (BPP) of
the corresponding scenario (here: Interaction Center (Win/WebClient): Outbound Telesales).

3.1.3.1

Defining Calling Hours for Business Partners

Use
In order to create a call list using the BP call time, the business partner that can be used for
this type of call list needs to have the role Sold-to party where calling hours need to be
maintained.

Alternatively the calling hours can be defined for the contact person(s) assigned to the
business partner / customer.
Both possibilities are described below.

Procedure
1. Access the activity using one of the following navigation options:
Transaction code

BP

SAP CRM menu

Master Data
Business Partner
Maintain Business Partner

Define Calling Hours for Customer

2. Search for the business partners for who you want to maintain calling hours (for example
business partners C6110 and C6120).
3. Switch to change mode by using F6 or choose Switch Between Display and Change.
4. Select Sold-To Party from the drop down list of field Change in BP role.
5. Select the Control tab.
6. In the Business Hours section choose Calling Hours .
7. To define the calling hours for the business partner maintain the following settings
(example):
Field name

User action and values

Period:

Free selection

(From)

<today>

To

e.g., <one year later>

Rule

weekly periodic Calling Hours

Weekly

(mark the relevant weekday(s) and maintain the calling hours)

Week Rule

every week on
maintain, for example, Mo-Fr, 8:00-19:00 and your time zone

Variances
Exceptions

no exceptions

Calendar Used
FactoryCalendar

, e.g. International

8. Choose Copy to continue.

9. Save your data.
10. Select the next required business partner and repeat steps 4 to 9.

Define Calling Hours for Contact Person

1. Search for the contact person you want to define the calling hours for
(here: for example, the contact person of customer C6110 (Sabine Huber) and C6120
(Frank Bauer)).

Use tab Partner, General in the searching dialog box.
2. Switch to change mode by using F6 or choose Switch Between Display and Change.

3. In field Change in BP role select role Contact Person.

4. Choose button Relationships.
5. In field Relationship Cat. select Is Contact Person For.
6. Mark the relevant entry and choose Change Relatshp.
7. In the dialog box on tab Sales and Distribution Data choose Calling Hrs.
8. Maintain the calling hours (for example, like defined for the sold-to party).
9. Choose Copy and then choose Continue.
10. Save your data.
11. Select the next required contact person and repeat steps 3 to 10.

Result
For the relevant business partner / customer and assigned contact person(s) the calling hours
are defined.

3.1.3.2

Defining Transaction Type for Call List Execution

Use
A transaction type controls the processing of a specific business transaction. It defines the
properties and characteristics (for example, sales order, service request, sales call) and
defines further on the control attributes (for example, text determination procedure, partner
determination procedure, status profile, organizational data profile).
During call list execution a transaction type is assigned to the call list whereby an activity is
generated automatically once the call is executed.
The purpose of this IMG activity is to define a transaction type for call list execution, carried
out via the Interaction Center.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Transactions Basic

Settings Define Transaction Types

2. To create a new transaction type mark transaction type PCAL and choose Copy As .
3. Enter the following values:

When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).
Field name

User action and values

Trans. Type

YBPC - BP Telesales Call (EN)

YBPC - BP Telesales Anruf (DE)

Description

BP Telephone Call (Outgoing) (EN)

BP Telefonanruf (ausgehend) (DE)

Field name

User action and values

Partner Determ.Proc

Y0000002 (BP Business Activities)*

Org. Data Prof.

Y00000000001 (BP Sales Org. Data Profile)

4. Choose Enter and confirm the information message.

5. Save your transaction type and select a customizing request if necessary.

Result
A new transaction type for outgoing telephone calls YBPC - BP Telesales Call has been
created.

3.1.3.3

Assigning Partner Functions to Business

Transactions

Use
The purpose or this activity is to define in which partner functions the identified customer, or if
necessary the contact person and the Interaction Center Agent should be used in the
business transaction.

Prerequisites
The required transaction type YBPC BP Telesales Call has been defined.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Interaction Center

WebClient Business Transactions Assign Partner
Functions to Business Transactions

2. Choose New Entries.

3. Enter the following settings:
Trans.Type

Customer Partner
Function

Contact Partner
Function

Agent Partner Function

YBPC

00000001 (Sold-To
Party)

00000015 (Contact
Person)

ICAGENT (Interaction
Center Agent)

4. Choose Enter and save your entries.

3.1.4

Product Proposal Settings

Use
In this step you assign a method schema (meaning which proposal should be determined for
a particular combination) to the sales organization and to the transaction type.

3.1.4.1

Assigning a Product Proposal

Use
In this step you assign a method schema (meaning which proposal should be determined for
a particular combination) to the sales organization and to the transaction type.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

CRM
Interaction Center WinClient
Additional

Components
Product Proposals
Assign Product
Proposal

2. Choose New Entries to create a new product proposal assignment view.

3. Select the relevant sales organization, the transaction type and the method schema
(MethSchema) for marketing like described here:
Field name

User action and values

Sales Organization

<your relevant sales organization> (for example, BP_SALES)

Trans.Type

YTSA

Description

BP Telesales Order

Method schema

000010

Description

CS/UpS/DownS/Acc./Topn Glob, TG, Prof.

Prop.Later

<no entry>

Priority

<no entry>

PricLstTyp

<no entry>

4. Choose Save.
5. Select a customizing request if required.

Result
A method schema is assigned to the sales organization and the transaction type.

3.1.4.2

Configuring Display Characteristics in Agent

Profile

Use
In this step you define whether an existing product proposal should be displayed
automatically for an agent profile the first time that it is determined on the tab page together
with all proposed items, and whether this tab page is active.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

CRM
Interaction Center WinClient
Additional

Components
Product Proposals
Configure Display
Characteristics in Agent Profile

2. Choose New Entries.

3. Maintain the data as described in the following table:

When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).
Field name

User action and values

IC Profile

YBP_SALE

Description

BP IC Telesales (EN+DE)

Copy Automatically

<empty>

Originally Ordered Line Item

keep original ordered line item

Cancel. Reason Code

<empty>

4. Choose Save.

Indicator Copy automatically:

If the product proposals are to be displayed automatically on the tab page
together with their items the first time they are determined, you must set the
indicator Copy automatically.
If this indicator is not set, you must move the product proposals together with
their proposed items from the navigation area to the tab page on the right, using
the blue arrow button.