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Any solution on how to handle Abandoned calls

Former Member
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Hi Experts ,

We have a requirement to attend all the incoming communication .

To address this we have implemented the call back functionality which takes the call back request once customer action on the IVR option and system triggers the outbound call based on the agents availability and connects to customer , however incase if the customer doesnt action on the IVR or disconnect the call while connecting to the Agents , system displays the abandoned calls in the Contact view summary .

Is there any solution available to trigger to trigger outbound call automatically or option to manager or supervisor to assign these abandoned call to agents .

Regards,
Satish Bondu

Accepted Solutions (0)

Answers (2)

Answers (2)

former_member187604
Contributor
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Hi

If the number of such calls is not huge, one simple option could be for the supervisors to manually fill in callback requests for those calls in the standard callback queues using the "web callback" form. If that is a viable solution, you can later study possibilities for automation of the process.
Please see:

  • SP7 release notes, section 2.7 Web Callback
  • installation guide, section 6.10 Configuring Web Callback, and the example installation docs

BR
-Lasse-

Former Member
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Hi Lasse ,

We have Enable the call back solution through the IVR after a defined limit and Webcall back form , however the calls which was disconnect by the caller will appear as abandoned and its a manual and there are chances of data mismatch or missing entries , we would like to do automation of this functionality because our missed calls count are more in numbers.

Regards,
Satish Bondu

former_member158363
Active Contributor
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Hello Satish,

do you use standalne CCtr or SAP CRM integrated?

We have implemented solution where we collect abandoned calls into a special call list in SAP CRM.

Initially, we have collected the data through reporting data (RDI over SAPPhone). However this was not flexible enough, as the job to collect data was running periodically, e.g. every 15 minutes. Therefore we have implemented a trigger in CCtr SQL database and call a web service in CRM, which updates the call list immediatelly, once the call is abandoned.

Regards,

Dawood.

Former Member
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Hi Dawood ,

We are in SAPCRM integrated solution .

Collecting Abandoned calls in to a call list via ELM and campaign in SAPCRM or Call list alone via the tcode code CRMD_CALL_LIST or manually generating the campaign in SAP CCtr .

We have also enable the RDI and build ABAP report to see the call summary which displays the data from the statistical tables , however to generate the call list it requires to load manually in the system .

Can you please give us an idea how its been done to effectively handle the Abandoned calls .

Regards,
Satish Bondu

former_member158363
Active Contributor
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Hello Satish,

sorry for longer reply, I was quite busy recently..

Did you solve this already or still looking for a solution?

We had 2 solutions for this - first we have used the RDI statistics in CRM - there was a load job running every 5 minutes, which in first step loaded new data from CCtr and then evaluated data. Based on detected abandoned calls, it created entries in a specific call list.

For the customer, the 5 minutes interval was too long, therefore we have changed the solution - in MS SQL Database of SAP CCtr we have created a database trigger (table TAContactLogDetail), which calls web service of SAP CRM. This webservice creates an entry in a dedicated call list.

Regards,

Dawood.

Former Member
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Hi Dawood ,

We have done with the same approach , reading abandoned from the statistical tables and update the call list automatically .

However its been notice that there is a delay of 1 hr in retriving the data from SAPCCtr to SAPCRM statistical table . ( I.e the call hit the service desk at 12:00 PM  appears SAPCRM statistical table at 13:00 PM eventhough we schedule the report crm_CIC_CTI_LOAD scheduled for every 5 min also )

Could you please give some idea on how to retrieve in 5- 10 min interval to SAPCRM .

Regards,
Satish Bondu

former_member158363
Active Contributor
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Hello Satish,

data for CRM are aggregated in CCtr in VWU database (reporting VU) - tables RDIStatHeader and RDIStatConnectionStep. There is database job running in CCtr's MS SQL database.

The easiest way is to log into your database server, start Microsoft SQL Server Management Studio and check Jobs section:

I believe the Reporting Data Transformation Process job is the job responsible. Double click the job and edit the Schedule from 1 hour to a shorter interval:

Just check the history of the job how long it runs, so that your interval is long enough to complete the extraction process plus some reserve.

Hope this helps.

Regards,

Dawood.

Former Member
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Hi Dawood ,

We have change the scheduler from 1 hr to 15 min in "Reporting data transformation process " but still there is a delay of 1 Hr in replicating the data from SAP CCtr to SAPCRM .

even the SQL database table RDIStatHeader also takes 1hr to update , As soon as the table RDIStatHeader updates its replicating to SAPCRM .

For instance , inbound or outbound call trigger at 12:00 PM via CDT appears in the table RDIStatHeader at 01:00 PM

Regards,
Satish Bondu

Former Member
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Hi Dawood ,

When we monitor the scheduled job we found that its failed from the Step 7  to 11 , guess replication failed might be because of this .

Regards,
Satish Bondu