How to omit the Interaction Record

[Former Member]

Hi experts:

I have Interaction Center for Record Complains and Service Request from the customer.

This work fine when we are talking about the inbound calls, but in the case that inbounds mails I don't want that the Interaction Record was saved.

In this scope I don't have ERMS. The mail is in the Agentu2019s inbox and manually he have to create the complaint or service request, without Interaction Record. (Because in the interaction center the page Interaction Record only permit one type of Business Transaction).

Is there a way to omit the interaction record in some circumstances?? For example when the agent click directly in the link complains and not in the Interaction Record Link?

I really appreciate any input.

Thanks in advanced.

Susana

[former_member217922]

Hi Susana,

There is a BAdI called CRM_IC_IARECORD that gives you the possibility to prevent the creation of interaction record in the case that you start the interaction within the inbox.

Consult SAP Note 828402.

Best Regards,

Heber Olivar