Cookbook for Employee Interaction Centre

Hi Guys,
Is there any cookbook available for Employee Interaction Centre (EIC) present in CRM2007 or CRM7.0
Regards
Vivek

check the below wiki link if it can help.
http://wiki.sdn.sap.com/wiki/display/CRM/Interaction+Center

Similar Messages

Employee interaction centre - authorizations

Hi,
I have a problem with authorizations of employee interaction centre transaction code HREIC.
Background of the issue: User executes the T-code HREIC in SAP. A new browser is open. User enters his username and password . The employee interaction centre is open. Here, the user clicks on activity for the category HR. The next screen displays all the queries.
Issue: In the query screen , the user must be able to close or reopen a query using a drop down but there is no dropdown option at all. The user is able to see these dropdown option if SAP_ALL access is given to them. Please provide suggestion. Thanks very much in advance.
Regards,

Thnks very much for your help and I apologize for the delay in my reply. If a user is given SAP_ALL access and if I run ST01 on the user , I will not be able to get any data because there are no auth failures for the user. I hope I am correct. In my case the user is assigned 2 roles. lets say role 1 and role 2. Role 1 has the object S_SCMG_TXT . I ran the Tcode HREIC and did a trace on the user and the trace results failed at the object S_SCMG_TXT. ( RC = 4 ). The trace does not tell which role was checked. However, the object in question is already assigned to the user's UMR. What could be the issue in this case?. Thanks in advance for your help
regards,
Edited by: Julius Bussche on Jul 28, 2008 5:07 PM
=> From other post: These two objects are already available with the correct values in one of the roles of the UMR.
P_ORGIN RC=4 INFTY=0001;SUBTY=' ';AUTHC=R;PERSA=;PERSG=;PERSK=;VDSK1=;
S_SCMG_TXT RC=4 SPS_ID=HREIC_SPS_ACTIVITY_NOTES;CASETYPE=' ';TEXTID=0005;ACTVT=03;

Employee Interaction centre

hi everyone
i am working with Interaction centre in my project
i am stucked in Employee Interaction centre concept. Really i dont have any idea about this. it will be great help if anybody provide such information .
regards
sam

Hi Sampath,
Surf through below literacture..
EIC is bacically call center operations for employee..
http://help.sap.com/bp_imcv1600/IMC_Global/Solution_Map/IMC_Industry_Solution_Map_Files/iv_138A084E19064D489D6C203F1A930EA9.htm
http://help.sap.com/bp_chemv1600/Chem_DE/SolMap/SAP/iv_808D9E699AEF4B138999A0382AE487A1.htm
Best Regards,
PRatik Patel
<b>Reward with Points!</b>

Employee interaction centre (EIC)

Hi,
I wanted to know what is EIC ?,also how to do authentication for it..
Regards,
Rajesh.T

Hi Rajesh,
EIC - Employee Interaction center, This is the application which is similar to a call center, which is used to help the employees with the self-service applications.
Here is the link that describes the configuration to be made.
http://help.sap.com/saphelp_erp2005vp/helpdata/en/42/f4128c8c6a1aa2e10000000a422035/frameset.htm
Regards,
Sharadha

Employee Interaction centre in portal

Hi Experts,
Can you please tell me how to configure EIC (Employee interaction center) in portal.
Thanks & Regards,
Shilpa

Hi,
We are using Enhancement package 1. so to get the defined role in portal do we need to deploy any BP.
If yes could you please let me know the BP.
Thanks in Advance,
Shilpa.
Edited by: pasumarthi shilpa on Jan 21, 2010 9:35 AM

Employee Interaction Centre (EIC, ERP) Agent Inbox, Substitution

Hi
We are currently implementing EIC, ERP and are on EHP4. We have a query regarding substitutions for the agents inbox. We note the substitution field is blank so no one can be selected to be a substitute. However, when a processor is set up and assigned to follow up the processor becomes available in the substitute box and can be selected.
So my query is are only processors allowed to be substitutes?
Many thanks
Julie

Hello Julie,
Here is how SAP describes the EIC Inbox substitution functionality:
EIC agents that are absent (for example, on vacation) for a certain period of time can specify a substitute for that time period.
You can enter the required time period for substitution and the desired substitute in the substitution settings. The effects of this are as follows:
The specified substitute is entered as the person responsible and as the processor (if this is the same person) for all activities for which you are responsible.
All other task types (e-mail (SAPconnect), web requests, follow-ups, work items) are processed as follows in the specified substitution period: All new inbox items that the system forwards to your inbox during your period of absence are also delivered to the inbox of the specified substitute during this period. As soon as the specified substitute begins to process one of these inbox items, it is removed from your own inbox.
Hope this answers your question.

Issue in Interaction Centre (Emails forwarding issue)

Hi Experts,
I am facing one issue in Employee Interaction Centre(EIC) where the requirement is the User is not able to forward the E mails (Cases) to one group Kumba.It is showing error on the top of the screen mentioned in the attachment.Please find the attachment of the issue. Previuosly it was working for this group, but unfortunately it has stopped working for this group now.
MESSAGE FROM THE USER: Good morning
Kindly notethat we are unable to assign e-mails to ES T1 Kumba on SAP CRM System P00
Client 423.
The erroris only with the ES T1 Kumba assignment.
Kindly revert with your finding/solution on this issue.
Thanx
Warm Regards
Vineet Joshi

Hi,
Check note 1906163 Forwarding work items to groups that contain inactive users
Best Regards,
Sigrid

CRM Interaction centre document v5.0

Hi
Does anyone know what is the lastest document available for CRM Interaction centre for v5.0. Also if there is one available, where can I get hold of it?
Are these available on the marketplace?
Regards
Avi

Yes they're on the marketplace.
Check out this thread: [Links to CRM Documentation;

Issues when adding the Interaction centre option to Nav Bar for WebUI.

I just wanted to clarify something if I may.
Am I right in thinking that the Interaction centre can be viewed for Service, Sales and Marketing. There are standard SAP business roles for all these, being the SERVICEPRO, SALESPRO and MARKETINGPRO.
I have a new business role to be set up which is a sort of hybrid of the SALESPRO and MARKETINGPRO roles. However, what I can't determine is what displays the Interaction centre from within the Nav Bar for any of these particulat SAP roles.
In the SAP GUI we could just run transaction CIC0 and depending on the PCFG settings it would either show the Sales IC or the Marketing IC. I need to just show the marketing IC for my new Z business role, but getting the details into CRMC_UI_PROFILE and CRMC_UI_NBLINKS is proving very difficult, for me.
Has anyone done anything like this before?.
Jason

Hi Jason,
In spro please go to
Customer Relationship Management->UI Framework->Technical Role Definition->Define Navigation Bar Profile
1.You can create your own NavBar Profile (by making a copy of any of the existing Nav Bar Profiles) say Z_ICPRO.
2. Select your profile.
3. Then goto the node Define Profile->Assign Work Centres
New Entries
4. Here you can add IC_BPIDENT (This work centre corresponds to Account Identification), at any position you want.
5. Assign the above nav bar profile to any of the existing Business Role (or create your won Business Roles) via customizing
Customer Relationship Management->UI Framework->Business Roles-Define Business Role
5.Now when you login to web ui with the above Business Role, you should be able to see Account Identification on the WorkCentre tab!!
Hope this helps.
Regards
Nisha

Interaction Centre: Survey not saved correctly

Hi,
We are using SAP CRM 5.0 Interaction Centre. While creating a customer feedback transaction with survey in Interaction Centre, following is the observation:
1. We open the customer feedback transaction, enter the mandate information in the details tab and save the transaction.
2. Then navigate to questionaire tab and fill-in the survey questions and save the survey.
3. Navigate back to details tab and save the transaction. The survey and the transaction are saved correctly. Instead, without navigating back to details tab, when we try to save the transaction from the questionaire tab, neither the survey nor the transaction is saved.
Recently the application was upgraded from SP15 to SP16.
Please provide your inputs in solving this issue.
Thanks in advance.
Regards,
Venkat
Edited by: kvenkat24 on Dec 14, 2010 8:02 AM

Hi Hongyan Shao,
Thanks for taking your time to answer my issue.
Actually we have two issue in this
1.When users press the End button, ideally, the current screens should be closed and default screen of Accoutn Identification should be shown.
This does not happen.
Actually, nothing happens when users press the End button.
Users cannot click on anything else too and the screen seems to be frozen.
Users have to close the IC session and relogin.
2.And one more issue is when user ends call by click on end button it goes to account identification but Name of the account still be there on top left top side where it shown account name. but it allows agent to take another call and create service ticket.
Please note that we are using CTI( Avaya phone)
Now since these two are an intermittent issues, i do not have reproduction steps.
Thanks and regards,
Teja

Employee Interaction Center

Dear Colleagues,
In Customer Interaction Center (CIC), search is possible based on Customer(Activity Partner).
But in general Scenario, in Mobile Sales, Sales Representative will assigne some activity to Person Responsible (CIC agent). Now CIC agent will go to his desktop and he should have facility to search based on his employee number. Here I am talking about the Employee based search. I am been told that we need to have Employee interaction center for this.
Any other suggestions on this will really be appreciated.
My main concern is to have Employee based search in CIC.
Regards
Milind

Hi,
>what is employee interaction center?..
An Employee Interaction Center (EIC) is an important part of a shared-service concept. It is an organization model in which particular services are provided for the whole company by an organizational unit created for this purpose. The individual business areas or departments of a company can take advantage of these internal services.
>Steps to configure EIC?
>what are the mandatory steps needs to be followed?
For information about Customizing for the Employee Interaction Center, see the Implementation Guide (IMG) for Personnel Management under Employee Interaction Center (EIC).
Regards
Bernd

Cookbook for IC webclient 2007 or 2006, please

Hello guys,
I am working on IC webclient 2007, have searched for cookbook for the version or CRM 2006, couldn't find it. Can anyone kindly post a link where I can download? (seems like sending by email is not permitted here)
Thank you and your help would be awarded.
Edited by: Jayson on May 11, 2011 5:38 PM

Hello
Here is a link to all configuration guides including CRM Interaction Center.
http://help.sap.com/bp_crmv12007/CRM_DE/BBLibrary/html/BBlibrary.htm
regards
Muneeb

Employee interaction Center issue

Hi all,
If an employee wants to add some documents like for example ( Offer letter, salary verification letter etc ) with the help of EIC , How can we achieve/Configure it...
Any inputs, highly appreciated
Thanks,
Rahul

Hi James
The article was completed and you can view it via the left hand side on http://www.eicexperts.com/
It did not cover KM or CTI both of which are fully integrated with the Employee Interaction Center.
You can also integrate to a 3rd Party knowledge repository "through" KM into EIC via delivered BADI's
Hope this helps and good luck.
Jarret

Default description of interaction in Interaction centre

Hi All,
Currently whenever we end the interaction on Web IC,interaction is created automatically with description empty.
Our requirment is to default the description text for the interaction record if user does not create the interaction manually in Web IC.
Please help.
Regards
Nikhil

Hi NIkhil,
This question has already been posted and answered in another thread.
Default description in the interaction record in interaction centre
Thanks
Vishal

SAP Employee Interaction Center (EIC)

It is not that well known that SAP offers a sub module in the Human Capital Management arena to handle employee interaction (EIC) and it is a key peice of their shared service offering.
For any questions regarding the offering please let me know.

Hi.
please refer to SAP Note 1143022 - Installation of SAP Enhancement Package 4 on SAP ERP 6.0 and also related notes to this sap note...where you can find all the information...
Also, please go thorugh this link
https://websmp204.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000708115&
where we have link for HCM etc..
Thanks
Sunny
Edited by: Sunny Pahuja on Jun 18, 2009 4:48 PM

Cookbook for Employee Interaction Centre

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