Callback Requests. SAP Contact Center software version 7 Service Pack 7 (SAP CCtr 7 SP7) Public. SAP Contact Center Product Management 2014

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1 Requests SAP Contact Center software version 7 Service Pack 7 (SAP CCtr 7 SP7) SAP Contact Center Product Management 2014 Public

2 Scheduled callback request fills the callback form in the web. The web form can contain automatic detection of country, language and local time. submits the callback request to SAP Contact Center. The callback functionality enables modifying and filtering numbers if needed. The callback request appears in the inbound queue when the scheduled callback is due. Agent accepts the callback request and the callback call is automatically dialed. Agent classifies the callback based on the result. Note! These are sample web callback forms. organizations can freely modify them or create new callback forms with customer specific functionality SAP AG or an SAP affiliate company. All rights reserved. Public 2

3 Immediate callback request fills the callback form in the web. The web form can contain automatic detection of country and language. submits the callback request to SAP Contact Center. The callback functionality enables modifying and filtering numbers if needed. The callback request appears in the inbound queue asap. Agent accepts the callback request and the callback call is automatically dialed. Agent classifies the callback based on the result. Note! These are sample web callback forms. organizations can freely modify them or create new callback forms with customer specific functionality SAP AG or an SAP affiliate company. All rights reserved. Public 3

4 request integrated with SAP CRM SAP Contact Center Agent classifies the success of the callback event using CDT scripting Call to customer service Queue selection CBR IVR s CBR Queue Agent selection CBR Call form Internet SAP CRM Call event Call event data is shown based on A-number or business partner ID Leaving a callback by phone Leaving a callback via web routing Handling the callback The callback option can be offered to customer based on queue routing parameters. The callback can be immediate (a.k.a. virtual hold), or scheduled, dependent on the IVR setup. If the caller s number is recognized, the callback request is registered to that number. Alternatively, dependent on the IVR settings, customer can enter another number to where the callback is done. fills the callback form with appropriate information. The callback can be an immediate callback or scheduled. Prior accepting the callback, a check for non-allowed callback numbers is done. These are configurable, e.g. emergency numbers and various service numbers can be excluded. The callback requests are routed to callback request queue and further to an available and skills matching agent. The alerting callback event is signalized as a call. This means that the integration with SAP CRM enables the business partner search based on the telephone number. Once accepted the actual outbound call is made. When finished, agent uses the CDT scripting to classify the callback result SAP AG or an SAP affiliate company. All rights reserved. Public 4

5 request integrated with SAP C4C 6. Call back to customer SAP Contact Center 7. Agent classifies the success of the callback event using CDT scripting Call to customer service Queue selection CBR IVR s CBR Queue Agent selection CBR Call form Internet SAP Cloud for Sales and /or Service 4. Call data is passed to SAP Cloud UI using SAP Cloud CTI Adapter 5. SAP Cloud UI screen pop-up based on call data (e.g. caller or called number or customer entered ID in IVR service) SAP Cloud for Sales or Service UI Leaving a callback by phone Leaving a callback via web routing Handling the callback The callback option can be offered to customer based on queue routing parameters. The callback can be immediate (a.k.a. virtual hold), or scheduled, dependent on the IVR setup. If the caller s number is recognized, the callback request is registered to that number. Alternatively, dependent on the IVR settings, customer can enter another number to where the callback is done. fills the callback form with appropriate information. The callback can be an immediate callback or scheduled. Prior accepting the callback, a check for non-allowed callback numbers is done. These are configurable, e.g. emergency numbers and various service numbers can be excluded. The callback requests are routed to callback request queue and further to an available and skills matching agent. The alerting callback event is signalized as a call. This means that the integration with SAP C4C enables the business partner search based on the telephone number. Once accepted, the actual outbound call is made. When finished, agent uses the CDT scripting to classify the callback result SAP AG or an SAP affiliate company. All rights reserved. Public 5

6 can leave a callback request by phone or via web calls the customer service. Depending on the queue configuration, the system offers a possibility to leave a callback request instead of queuing. The callback request is received in IVR. The pre-built callback can be used, or alternatively the organization can decide to build an own IVR with own prompts and voice. Typically the IVR based callback is immediate, however, the IVR can be configured so that it also asks when the callback should be made. The callback request is entered to the SAP Contact Center db. SAP Contact Center callback dialer monitors the Call to PSTN Call Call queue IVR Option to leave callback Agent s queue(s) form Internet OII Web server clicks call me now or callback link / button on corporate web pages. The callback form opens. enters his phone number and other relevant information and submits the callback. The callback can be an immediate callback or it can contain a time and date for the wished callback time. The callback request is checked and entered to the SAP Contact Center db. SAP Contact Center callback dialer monitors the 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 6

7 can leave a callback request by phone or via web calls the customer service. Depending on the queue configuration, the system offers a possibility to leave a callback request instead of queuing. The callback request is received in IVR. The pre-built callback can be used, or alternatively the organization can decide to build an own IVR with own prompts and voice. Typically the IVR based callback is immediate, however, the IVR can be configured so that it also asks when the callback should be made. The callback request is entered to the SAP Contact Center db. SAP Contact Center callback dialer monitors the Call to PSTN Call Call queue IVR Option to leave callback Agent s queue(s) form Internet OII Web server clicks call me now or callback link / button on corporate web pages. The callback form opens. enters his phone number and other relevant information and submits the callback. The callback can be an immediate callback or it can contain a time and date for the wished callback time. The callback request is checked and entered to the SAP Contact Center db. SAP Contact Center callback dialer monitors the 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 7

8 can leave a callback request by phone or via web calls the customer service. Depending on the queue configuration, the system offers a possibility to leave a callback request instead of queuing. The callback request is received in IVR. The pre-built callback can be used, or alternatively the organization can decide to build an own IVR with own prompts and voice. Typically the IVR based callback is immediate, however, the IVR can be configured so that it also asks when the callback should be made. The callback request is entered to the SAP Contact Center db. SAP Contact Center callback dialer monitors the Call to PSTN Call Call queue IVR Option to leave callback Agent s queue(s) form Internet OII Web server clicks call me now or callback link / button on corporate web pages. The callback form opens. enters his phone number and other relevant information and submits the callback. The callback can be an immediate callback or it can contain a time and date for the wished callback time. The callback request is checked and entered to the SAP Contact Center db. SAP Contact Center callback dialer monitors the 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 8

9 Thank you 2014 SAP AG or an SAP affiliate company. All rights reserved.

10 2014 SAP AG or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP AG or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP AG or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP AG or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP AG s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP AG or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP AG or an SAP affiliate company. All rights reserved. Public 10

11 2014 SAP AG oder ein SAP-Konzernunternehmen. Alle Rechte vorbehalten. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG oder ein SAP-Konzernunternehmen nicht gestattet. SAP und andere in diesem Dokument erwähnte Produkte und Dienstleistungen von SAP sowie die dazugehörigen Logos sind Marken oder eingetragene Marken der SAP AG (oder von einem SAP-Konzernunternehmen) in Deutschland und verschiedenen anderen Ländern weltweit. Weitere Hinweise und Informationen zum Markenrecht finden Sie unter Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten. Produkte können länderspezifische Unterschiede aufweisen. Die vorliegenden Unterlagen werden von der SAP AG oder einem SAP-Konzernunternehmen bereitgestellt und dienen ausschließlich zu Informationszwecken. Die SAP AG oder ihre Konzernunternehmen übernehmen keinerlei Haftung oder Gewährleistung für Fehler oder Unvollständigkeiten in dieser Publikation. Die SAP AG oder ein SAP-Konzernunternehmen steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der Vereinbarung über die jeweiligen Produkte und Dienstleistungen ausdrücklich geregelt ist. Keine der hierin enthaltenen Informationen ist als zusätzliche Garantie zu interpretieren. Insbesondere sind die SAP AG oder ihre Konzernunternehmen in keiner Weise verpflichtet, in dieser Publikation oder einer zugehörigen Präsentation dargestellte Geschäftsabläufe zu verfolgen oder hierin wiedergegebene Funktionen zu entwickeln oder zu veröffentlichen. Diese Publikation oder eine zugehörige Präsentation, die Strategie und etwaige künftige Entwicklungen, Produkte und/oder Plattformen der SAP AG oder ihrer Konzernunternehmen können von der SAP AG oder ihren Konzernunternehmen jederzeit und ohne Angabe von Gründen unangekündigt geändert werden. Die in dieser Publikation enthaltenen Informationen stellen keine Zusage, kein Versprechen und keine rechtliche Verpflichtung zur Lieferung von Material, Code oder Funktionen dar. Sämtliche vorausschauenden Aussagen unterliegen unterschiedlichen Risiken und Unsicherheiten, durch die die tatsächlichen Ergebnisse von den Erwartungen abweichen können. Die vorausschauenden Aussagen geben die Sicht zu dem Zeitpunkt wieder, zu dem sie getätigt wurden. Dem Leser wird empfohlen, diesen Aussagen kein übertriebenes Vertrauen zu schenken und sich bei Kaufentscheidungen nicht auf sie zu stützen SAP AG or an SAP affiliate company. All rights reserved. Public 11

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