How to use CICZ - DNIS mapping

SAP Transaction Code - Details

• Transaction Code: CICZ

  Description: DNIS mapping

  Release: S/4HANA and ECC 6

• • Program:

    Screen: 0

    Authorization Object:

  • Development Package: CCMA

    Package Description: Customer Interaction Center Components

    Parent Package: APPL

  • Module/Component: CS-CI-CIC

    Description: Customer Interaction Center

Smart SAP Assistant

• SAP Tcode: CICZ - DNIS mapping

  
  Overview:
  CICZ - DNIS mapping is a SAP transaction code used to map the Dialed Number Identification Service (DNIS) to the Customer Interaction Center (CIC). DNIS is a service that identifies the number dialed by a customer, while CIC is a customer service platform that provides customer service and support. 
  
  Functionality: 
  The CICZ - DNIS mapping transaction code allows users to map the DNIS numbers to the CIC system. This allows customers to be routed to the correct customer service representative based on the number they dialed. The mapping also allows for different routing options, such as routing customers to different queues or departments based on their DNIS number. 
  
  Step-by-step How to Use: 
  To use the CICZ - DNIS mapping transaction code, users must first enter the DNIS number they wish to map. Then, they must select the CIC system they wish to map it to. Finally, they must select the routing options they wish to use for this particular DNIS number. Once all of these steps are completed, the DNIS number will be successfully mapped to the CIC system. 
  
  Other Recommendations: 
  It is important to note that users should always double-check their mapping settings before saving them. This will ensure that customers are routed correctly and that no errors occur during the mapping process. Additionally, users should periodically review their mappings and make any necessary changes or updates as needed.