Dear SAP experts,
From my understanding there are several ways to create/maintain a call list:
- Marketing Campaign (communication channel and target group)
- Manually, via transaction code CRMD_TM_CLDIST (maintaining both Assignments and Business Context)
- Semi-manually, via transaction code CRMD_CALL_LIST (can choose to upload Business Context from a file or target group)
I also understand that it is possible to link a call from the call list to a transaction (standard is transaction of type 0010 or PCAL).
Furthermore, I understand that status/date synchronization is available with standard customization.
However, none of the option quiet fits my needs... I will explain:
I get a trigger from an external CTI system, indicating that a call-back needs to be registered to SAP CRM. At this point I would like to add to an existing call-list a call and by extension a linked transaction.
For example:
I have a customer call and request a callback from my external CTI system. At that point my external CTI system communicates with SAP CRM (via web-service) and provides it the responsible employee and customer's phone number. I then create a BT transaction ZCAL (which I copied from the standard PCAL) and fill in the appropriate employee responsible and customer... until here no problem...
Next, I would like to add a call to my existing call list and link it to the instance of ZCAL created in the previous step.
I was not able to find customization responsible for transaction type assignment per call list type.
Is there a standard program I can run?
I saw CRMD_CALL_LIST allows you to choose the transaction type generated, but when I proceed to the call list and select a call, I can't navigate to the appropriate ZCAL transaction.
Any help on the topic would be greatly appreciated.
Thanks in advance,
Alon Chanoch
