Question:
Hello CRMers,
I apreciate any help about the topics below. Tks.
I should have a solution drawing (if possible an abap 'draft') about
the integration of Call Center (SAP) with IVR / CTI.
Actually it would be about the integration of SapPhone with the
customer's CTI.
More or less, of as and where the application will be verifying the
data: Eg.: the customers' telephone will be either of the contacts or
of the two of the register for the application to identify the customer.
Which the criterion of the application starting from the customer's
identification?
In other words, as it will be the criterion to play the customers' data
in the screen of the call center people ?
Will the criterion of selection of the representative's Code be used X
Code Call Center people ?
If this people be occupied, which the next criterion ?
If all be occupied, which the wait criterion ?
Regards.
Answer:
I