Accessing CRM Interaction center outside network

Hi,
I have a basic question for better understanding.
We have CRM ISA and CRM Interaction center.
Our customers are able to log in to the Online Ordering website through Internet.
But the URL for CRM Interaction center is not working, if I try to log through Internet (It works only if Iam in client network or VPN)
To me both are channels in CRM and in that case why it is behaving diffrently.
Regards
Babu

Hello All,
Appreciate if you could provide any pointers. I think this either mite be related to the code link property of the iview or the PCD path of pages/roles which we do in CRM SPRO.
Regards
PN

Similar Messages

Call transaction in new session not working inside CRM Interaction Center

Hi Experts,
I have developed a report which contains a screen with push button. When user clicks on button a transaction (FPL9) is being called and opened in new session or window. But when the report is being called in CRM Interaction Center using transaction launcher and button is clicked no new session or new window is being opened. Our requirement is FPL9 transaction will be opened in new session / window inside Interaction Center also.
Please help me how to open a new session or window in interaction center on push botton click.
Thanks in advance.
Regards,
Arnab

Hi Anil..
This is the Solution for ur Requirement.   try this program and change as per ur need.
REPORT ZSEL_CALL_TCODE.
data : IT_KNA1 TYPE TABLE OF KNA1 WITH HEADER LINE.
DATA : IT_SPA TYPE TABLE OF RFC_SPAGPA WITH HEADER LINE.
SELECT * FROM KNA1 INTO TABLE IT_KNA1 .
LOOP AT IT_KNA1 .
WRITE:/ IT_KNA1-KUNNR HOTSPOT ON.
HIDE IT_KNA1-KUNNR .
ENDLOOP.
CLEAR IT_KNA1-KUNNR.
AT LINE-SELECTION.
CASE SY-LSIND.
WHEN 1.
IF IT_KNA1-KUNNR IS NOT INITIAL.
REFRESH IT_SPA.
IT_SPA-PARID = 'KUN'.
IT_SPA-PARVAL = IT_KNA1-KUNNR.
APPEND IT_SPA.
CALL FUNCTION 'ABAP4_CALL_TRANSACTION' STARTING NEW TASK 'S1'
    EXPORTING
      TCODE                         = 'XD02'
     SKIP_SCREEN                   = ' '
    MODE_VAL                      = 'A'
    UPDATE_VAL                    = 'A'
IMPORTING
    SUBRC                         =
   TABLES
    USING_TAB                     =
     SPAGPA_TAB                    = IT_SPA
    MESS_TAB                      =
EXCEPTIONS
    CALL_TRANSACTION_DENIED       = 1
    TCODE_INVALID                 = 2
    OTHERS                        = 3
IF SY-SUBRC <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
        WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
ENDIF.
ENDCASE.
<b>Reward if Helpful.</b>

Business content for CRM Interaction center

Hi Experts,
I have requirement in BW CRM interaction center.I need to analyse Fit Gap Analysis for CRM interaction center.I need to give the explanation either the client requirement can be implemented with business content or need to customise.I am looking some one can throw light on this topic.I am new to this requirement.I would like to know where can I find the Business content reports and extractors related to CRM interaction center in BW.Please shed some light.
Thanks,
Suryam.

The same question
I read documentation and found:
1) 0CRM_CIC_INTERACTION
2) 0CRM_CIC_CTI

Impact of upgrade from SAP CRM Interaction Center 4.0 to 5.0 on Genesys CTI

Hi Friends,
I would like to know that what is the impact of upgrade from SAP CRM Interaction Center 4.0 to 5.0 on Genesys CTI software.
1) Will there be anything we need to change?
            for e.g.
                 a) Settings
                 b) Software
                 c) Hardware
2) What do we need to keep in mind when upgrading from SAP CRM Interaction Center 4.0 to 5.0?

Hello!
The biggest change you must face is related to Java. If you had CRM4.0 Java configuration, you must change your settings to the non-java configuration CRM5.0 has. Most of those changes are performed by the upgrade program, but you must activate services in transaction SCIF.
Your other concerns:
- Software: Most of the Genesys releases are compatible with both java and non java configurations. Anyway, I am sure Genesys has compatibility instructions.
- Hardware: No changes to my knowledge
<b>Hope it helps. Please, reward points if so</b>
Regards
Joaquin

How to show incoming mails in CRM Interaction Center?

Experts,
how can we show incomming ele. letter for m.-direction of CRM USER in Interaction center.
An example: I am interaction center agent. I am sending a correspondence to my client. In my user (SU01) i have saved my direction.
The client receives my e m a i l with my e m. direction saved in SU01. He answers.
Now, I want this m. to go to my interaction center inbox. What do I have to do?
Hoping for help,
Cristina

hi christina,
If i understand you correctly (plz correct me if i'm wrong)
You want the incoming mails to appear in the agent's inbox.for this you will have to assign either one common e mail id (for eg: heldesk at company.com) which will be shown to the customer in his e mail inbox.
Similarly when he replies back to this e mail the e mail will be visible to all the agents in their Agent inboxes.(Standard practice)
If you are working on CRM 5.0 this can be acheived as follows:
1.Take BASIS help for creating the common e mail ID
2.maintain the settings
IMG>ICWC>Agent Inbox>Settings for Asynchronous Inbound Processing>Define Receiving E-Mail Addresses/Fax Numbers
3Map Item Attributes to Inbox Attributes
follow C-78 SAp best practices to set it up
hope this helps
Regards
Raj

SAP CIC vs CRM Interaction Center

Hi,
Is SAP CIC(Customer Interaction Centre) means CRM Interaction Centre

hello man
the difference i read in all thinngs are funny..the answer is that cic is a module in is/u but crm is the 1 which connects the internet n isu,or mobile n isu.crm is the middle warewhere datas comes and goes from isu

Asa 8.2 access files share on outside network from VPN Client.

please help me
I have cisco asa 5505 with 8.2
outside is 111.22.200.51
inside is 192.168.1.0/24 dhcp
vpnpool is 192.168.10.1-192.168.10.30
configured split tunnel to vpn client to access web
I was able to connect from outside via vpn.
Goal is access fileserver(on window) on 111.22.200.21 from vpn clients.
internal client can access the share folder
vpn client cannot access ther share on 111.22.200.21
============================
names
name 192.168.1.1 ciscogw
name 111.21.200.1 umgw
interface Ethernet0/0
switchport access vlan 2
interface Ethernet0/1
interface Ethernet0/2
interface Ethernet0/3
switchport access vlan 5
interface Ethernet0/4
interface Ethernet0/5
switchport access vlan 5
interface Ethernet0/6
switchport access vlan 5
interface Ethernet0/7
switchport access vlan 5
interface Vlan1
nameif inside
security-level 100
ip address ciscogw 255.255.255.0
interface Vlan2
nameif outside
security-level 0
ip address 111.22.200.51 255.255.255.0
interface Vlan5
no nameif
security-level 50
ip address dhcp setroute
ftp mode passive
clock timezone MST -7
clock summer-time MDT recurring
dns server-group DefaultDNS
domain-name vpn.nmecsc.org
access-list RAteam_splitTunnelAcl standard permit 192.168.1.0 255.255.255.0
access-list inside_nat0_outbound extended permit ip 192.168.1.0 255.255.255.0 192.168.10.0 255.255.255.192
pager lines 24
logging asdm informational
mtu inside 1500
mtu outside 1500
ip local pool vpnpool 192.168.10.1-192.168.10.30 mask 255.255.255.224
icmp unreachable rate-limit 1 burst-size 1
no asdm history enable
arp timeout 14400
global (outside) 1 interface
nat (inside) 0 access-list inside_nat0_outbound
nat (inside) 1 0.0.0.0 0.0.0.0
route outside 0.0.0.0 0.0.0.0 111.22.200.1 1
timeout xlate 3:00:00
timeout conn 1:00:00 half-closed 0:10:00 udp 0:02:00 icmp 0:00:02
timeout sunrpc 0:10:00 h323 0:05:00 h225 1:00:00 mgcp 0:05:00 mgcp-pat 0:05:00
timeout sip 0:30:00 sip_media 0:02:00 sip-invite 0:03:00 sip-disconnect 0:02:00
timeout sip-provisional-media 0:02:00 uauth 0:05:00 absolute
timeout tcp-proxy-reassembly 0:01:00
timeout floating-conn 0:00:00
dynamic-access-policy-record DfltAccessPolicy
http server enable
http 192.168.1.0 255.255.255.0 inside
no snmp-server location
no snmp-server contact
snmp-server enable traps snmp authentication linkup linkdown coldstart
quit
crypto isakmp enable outside
crypto isakmp policy 10
authentication pre-share
encryption 3des
hash sha
group 2
lifetime 86400
telnet timeout 5
ssh timeout 5
console timeout 0
dhcpd auto_config outside
dhcpd address 192.168.1.5-192.168.1.50 inside
dhcpd dns 8.8.8.8 8.8.4.4 interface inside
dhcpd wins 111.22.210.65 111.22.210.61 interface inside
dhcpd enable inside
threat-detection basic-threat
threat-detection statistics access-list
no threat-detection statistics tcp-intercept
ssl trust-point ASDM_TrustPoint0 outside
webvpn
enable outside
group-policy DfltGrpPolicy attributes
banner value WARNING: Unauthorized access to this system is forbidden and will be prosecuted by law. By accessing this system, you agree that your actions may be monitored if unauthorized usage is suspected.
group-policy RA_SSLVPN internal
group-policy RA_SSLVPN attributes
vpn-tunnel-protocol webvpn
webvpn
url-list value team
group-policy RAteam internal
group-policy RAteam attributes
wins-server value 111.22.210.65
dns-server value 8.8.8.8 8.8.4.4
vpn-tunnel-protocol IPSec
split-tunnel-policy tunnelspecified
split-tunnel-network-list value RAteam_splitTunnelAcl
default-domain value vpn.nmecsc.org
username teamssl2 password 5ZBa0qXxwLBPpvoR encrypted privilege 0
username teamssl2 attributes
vpn-group-policy RA_SSLVPN
username team2 password 5ZBa0qXxwLBPpvoR encrypted privilege 0
username team2 attributes
vpn-group-policy RAteam
username teamssl1 password 5ZBa0qXxwLBPpvoR encrypted privilege 0
username teamssl1 attributes
vpn-group-policy RA_SSLVPN
username team1 password 5ZBa0qXxwLBPpvoR encrypted privilege 0
username team1 attributes
vpn-group-policy RAteam
tunnel-group team type remote-access
tunnel-group team general-attributes
default-group-policy RA_SSLVPN
tunnel-group team webvpn-attributes
group-alias team enable
group-url https://111.22.200.51/team enable
tunnel-group RAteam type remote-access
tunnel-group RAteam general-attributes
address-pool vpnpool
default-group-policy RAteam
tunnel-group RAteam ipsec-attributes
pre-shared-key *
class-map inspection_default
match default-inspection-traffic
policy-map type inspect dns preset_dns_map
parameters
message-length maximum client auto
message-length maximum 512
policy-map global_policy
class inspection_default
inspect dns preset_dns_map
inspect ftp
inspect h323 h225
inspect h323 ras
inspect rsh
inspect rtsp
inspect esmtp
inspect sqlnet
inspect skinny
inspect sunrpc
inspect xdmcp
inspect sip
inspect netbios
inspect tftp
inspect ip-options
service-policy global_policy global
prompt hostname context
call-home reporting anonymous
Cryptochecksum:680b9059ca6ca6610857bab04d855031

I just upgrade asa to 9.3
add access-list but still no luck. I attached the diagram.
name 192.168.1.1 ciscogw
ip local pool vpnpool 192.168.10.1-192.168.10.50 mask 255.255.255.0
interface Ethernet0/0
switchport access vlan 2
interface Ethernet0/1
interface Ethernet0/7
interface Vlan1
nameif inside
security-level 100
ip address ciscogw 255.255.255.0
interface Vlan2
nameif outside
security-level 0
ip address 111.22.200.51 255.255.255.0
boot system disk0:/asa923-k8.bin
ftp mode passive
object network obj_any
subnet 0.0.0.0 0.0.0.0
object network NETWORK_OBJ_192.168.1.0_24
subnet 192.168.1.0 255.255.255.0
object network NETWORK_OBJ_192.168.10.0_26
subnet 192.168.10.0 255.255.255.192
access-list ipsec_group_splitTunnelAcl standard permit 192.168.1.0 255.255.255.0
access-list ipsec_group_splitTunnelAcl standard permit host 111.22.200.21
access-list ipsec_group_splitTunnelAcl standard permit 111.22.200.0 255.255.255.0
pager lines 24
logging enable
logging asdm informational
mtu inside 1500
mtu outside 1500
icmp unreachable rate-limit 1 burst-size 1
asdm image disk0:/asdm-731-101.bin
no asdm history enable
arp timeout 14400
no arp permit-nonconnected
nat (inside,outside) source static NETWORK_OBJ_192.168.1.0_24 NETWORK_OBJ_192.168.1.0_24 destination static NETWORK_OBJ_192.168.10.0_26 NETWORK_OBJ_192.168.10.0_26 no-proxy-arp route-lookup
object network obj_any
nat (inside,outside) dynamic interface
route outside 0.0.0.0 0.0.0.0 111.22.200.1 1
dynamic-access-policy-record DfltAccessPolicy
user-identity default-domain LOCAL
http server enable
http 192.168.1.0 255.255.255.0 inside
no snmp-server location
no snmp-server contact
threat-detection basic-threat
threat-detection statistics access-list
no threat-detection statistics tcp-intercept
ssl trust-point ASDM_TrustPoint0 outside
webvpn
enable outside
tunnel-group-list enable
group-policy ssl_vpn internal
group-policy ssl_vpn attributes
vpn-tunnel-protocol ssl-clientless
webvpn
url-list value carino
group-policy DfltGrpPolicy attributes
group-policy ipsec_group internal
group-policy ipsec_group attributes
dns-server value 8.8.8.8 8.8.4.4
vpn-tunnel-protocol ikev1
split-tunnel-policy tunnelspecified
split-tunnel-network-list value ipsec_group_splitTunnelAcl

How to access OBI Dashboards from outside Network.

Hi Gurus
I want to access MY Dashboards Reports from any where on internet. My BI server is available on LAN so how i ;ll make it available to access it from any place.
Any Reference DOC, Blog or guide.
Regards
Sher

Sher Ullah Baig wrote:
I want to access MY Dashboards Reports from any where on internet. My BI server is available on LAN so how i ;ll make it available to access it from any place. I've just re-read your original question - If you want the BI Server accessible on the internet you need it visibile outside of your firewall - Your network people should be able to set up any routing you need to achieve this.
Chances are if you have a VM running on an internal server, you wont have this access by default - there are various security hoops to jump through to get this working.

Accessing the SMTP from outside network through ASA 5510

hello good people,
I have an issue with my mail server(SME Server) which is behind a Cisco ASA 5500(firewall) problem is that if one leaves my network they can receive but can not send email via my SMTP also internal people can only send if they use the IP address of the server rather than the domain (mail.xxxx.com) any pointers will be appreciated.
here is my layout
ISP - ASA 5510 - LAN (includes mailserver)
Kind regards

Hello George,
If you have public DNS , in order to access the servers hosted inside using their fqdn, then you need to have dns doctoring. but unfortunately, you are using port address translation ( not a one to one nat) which doesnt work well with dns doctoring..
I assume you can solve this issue with alias command as follows
alias (inside) 199.199.199.99 255.255.255.255
Also, for the other issue can you try to configure an SMTP inspection as follows
policy-map type inspect esmtp esmtp_map
parameters
allow-tls
policy-map global_policy
class inspection_default
inspect esmtp
Hope this helps
Regards
Harish

Archieving case histories in CRM Interaction center

Hi there,
I am not a CRM guy but we have requirement on crm to archive case histories as we have lot of case on IC.
How can we archive the cases ? if we do can we access after archive?
Thanks
Ravi

I did in this way and in lt_ic_mail-text i have my text.
DATA: ET_EMAIL_DATA TYPE REF TO CL_CRM_EMAIL_DATA.
DATA: LT_OBJECT TYPE SOODK.
data: lt_ic_mail TYPE CRMT_IC_MAIL.
LT_OBJECT = 'EXT40000000000193'.
*lt_object = 'RAW40000000000702'.
CALL METHOD cl_crm_email_utility_base=>get_mail_data_from_so
   EXPORTING
*    iv_folder_id       =
     iv_object_id       = LT_OBJECT
*    iv_send_request_id =
   RECEIVING
     er_mail_data       = ET_EMAIL_DATA
   EXCEPTIONS
     not_found          = 1
     others             = 2
IF sy-subrc <> 0.
* Implement suitable error handling here
ENDIF.
CREATE OBJECT EMAIL TYPE CL_CMPIC_MAIL_WRAPPER_SC.
CALL METHOD EMAIL->sc_maildata_2_icmail
   EXPORTING
     ir_mail_data           = ET_EMAIL_DATA
   IMPORTING
     es_ic_mail             = lt_ic_mail.
*    et_ic_mail_attachments =
WRITE: / lt_ic_mail-text.

Complaint dose not appear in search in CRM-Interaction center

Hi Expert,
After creating a compliant for the account "X" ,I searched for the compliant in compliant search area but the search result is 0. The only way I talk to reach this compliant is to open the account "X" and get to it through the Interaction History assignment block. What do you think i should do to fix this issue ?

The real big problem is the new properties that I created don't get indexed. I am not sure if I'm right but when I go to
System admin
> system config
    > Knowledge Management
      > Index Admin
        > TREX Monitor
          > Display Index Details
I don't see my new properties in the document properties table.
In the config of my new properties, I have the indexable box checked. Am I missing something that needs to be config to activate this? I thought the new properties would automatically be taken into account for the search according to this help page http://help.sap.com/saphelp_ep60sp2/helpdata/en/75/e000861cb8ad4b8e4f19dd6416346d/frameset.htm
Pleas help. Urgent. thanks in advanced.

How E-mail functionality works with Interaction Center Webclient

Dear all,
How the E-mail functionality works with IC Webclient, How can we can send and receive E-mails to customers and internal employees through Interaction Center.
Does SMTP server required to be involved for this functionality or External Telephony system Vendor iprovides this function.
What is ERMS? and why we use this in IC Webclient.
Please educate me to understand the concept of E-mail functionality in IC Webclient.
Your help will be highly appreciated.
Best wishes,
Raghu ram.

Hello Raghu ram,
The SAP CRM Interaction Center uses a concept of a shared email inbox for agent teams. This allows customers to communicate with your Interaction Center by sending emails to a corporate email address like service@yourcompany. You typically group your agents together into queues based on a particular product or skillset. Using this concept, customer's don't send emails directly to a specifc agent's email address, and agent's don't send emails directly to each other. That would rather still be done with groupware products like Microsoft Outlook.
You have three options for routing emails into the CRM Interaction Center. You can push emails real-time to agents via a screen pop using third-party contact-center software like SAP BCM, Genesys, Avaya, and so on. Or there are two options for sending emails into the agent inbox, where the emails are processed in offline mode by agents, technicians, and engineers. You can route emails directly to a specific inbox group/queue by using different emails addreses. Or, you can leverage ERMS to decide where which agents to route the email to based on business rules.
Please see the various notes mentioned above that appear in the sticky note on top of this forum. For example, there is a nice 85 page FAQ document on the Agent Inbox in note 882653. And ERMS note 940882 is also very useful.
Regards,
John

Empty ticket creating in Interaction Center

Hi All,
As i am new to SAP CRM Technical, i need help.
User is able to create a new service ticket in Interaction center. and ticket with number is getting created and saving data in SAP. Issue is.. when user edits the existing ticket and save it, it creates a new empty ticket instead of editing.Why this is happening? PLease help me
Thanks
Subin

The standard behaviour should be like that:
New business transactions: If you create a new business transaction, then an interaction record should be created
Editing of existing business transaction: After pressing END, if you search for a business transaction for example in agent inbox and just edit it (without creating an E-Mail, or navigating to Interaction Record view), really just edit the business transaction and then press END, then no interaction record should get created.
If in your system without enhancement an interaction record gets created for use case (2) then you might open an support incident and ping me the number.
You might also check my blog http://scn.sap.com/community/crm/interaction-center/blog/2014/09/16/tracking-customer-interactions-a-new-feature-and-end-is-your-friend for some background information.
Best Regards,
Sigrid

Chat Functionality in Interaction Center

Hi Experts,
I need your help & assistance please.
Our client is interested to integrate Chat functionality in their SAP CRM Interaction Center (CRM 7.0 EHP3). They need this functionality only to interact with their own employees and not to outsiders.
Is it possible to provide such an integration with their existing Microsoft communicator? If yes, please share the details of your earlier experience.
We are not immediately considering CTI integration. I found that chat functionality is part of ICI (Integrated Communication Interface). Is it the same as CTI? Do we need any other tools for this integration?
Thanking you
- Sai Srinivas Ivaturi

Hi,
Chat functionality can be enabled through BCM or CTI integration.i hope that is not possible using the Microsoft communicator

Can anybody tell me how to install the soft phone tool in Interaction Center?

Hi,
Can anybody tell me how to install the soft phone tool in Interaction Center?
Regards
Raju

Hi Yoro,
it depends on your environment - if siemens provides some kind of SAP connector for CRM, then you can even work with deskphone. The CTI server is always responsible for communicating with both terminal and CRM server.
Example: customer calls through IVR and finally reaches operator with deskphone and CRM. The CTI server will ring the hardphone and at the same time sends signal Alerting with additional data to SAP CRM. The signal is communicated via SOAP using web service call.
The agent hear ringing from the deskphone and he can see on his CRM Interaction Center caller's number, associated name and company, which options the caller selected in IVR and so on. Now based on the CTI capability, he can click Accept in CRM and the call will picked by the deskphone, or he can reject the call, again from CRM.
In case you use siemens softphone then again, the CTI talks to both softphone and SAP CRM server. CRM simply does not care, whether the CTI channels the call to a softphone or a hardphone..
Ask your vendor for SAP connector for CRM, if there is any. Different CTI vendors supplies their connector (and usually license them separately). For instance, Genesys has Gplus adapter for SAP, Cisco offers its partner's solution from Bucher+Sutter, Solidus has also some licensed connector and so on.
What I have described is a server-server scenario. In such case, the CRM does not care where is the terminal, because the CTI takes care of it.
However, I have also seen one solution based on client-client integration. In that case, CRM Interaction Center talks to a softphone directly on operator's workstation. This is not supported by SAP and must be delivered on project basis.
Regards,
Dawood.

Accessing CRM Interaction center outside network

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