Account Identification thru Account no instead of telephone number

My Client has a CTI solution which is already in use by the call center agents.
As of now, the call center agents are using Desktop Manager through which they are using the accept, reject or other functions.
Now they want to replace the Desktop Manager with SAP CRM Webclient functions to use the functions like Accept, Reject, Hold ...
The current status is, i have done the configuration in which i have integrated CTI with SAP CRM 7.0 and the ICWC is able to identify the caller based on the telephone no. saved in the BP.
The main challenge what i am facing is, the client doesnt want to use the Customer's telephone number to identify instead they want to use Contract Account no. or Legacy number to identify the customer.
Do we need any connector to do this.
How can i achieve this. I would really appreciate your advise on this.

Hi Kalees,
In the CTI scenario that is conected to the ACD switch and have an IVR/VRU (Interactive Voice Responce System), in the CRM 7.0 IC/CTI standard intergated scenario, CRM IC system performs the search for Account by ID that is in the Call Attached Data (if CAD is configured for Identification profile for your Business Role) and it is passed thru IVR (customer enters it via dail pad on his phone or does not enter it).
If the Account ID value is not in the CAD (customer has not entered that number in IVR) or the search for a customer by this ID failed in CRM, then system will try to search by the phone number. It will find a cusomer in your CRM system if this phone number is maintained on this cusomer, otherwise no search results returned and agents can perform search manually.
Regards,
Vadim.

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IBase search result list not showing in Account Identification

Hi Gurus,
I'm new to CRM and we have an upgrade issue. We just migrated to EHP3 for SAP CRM 7.0. After the migration, the installed Base result list is not showing in the Account Identification screen. We have the requirement to show the installed base on the right side of the confirmed account and also the result list in case the customer have multiple equipments. The first part is working correct and it shows the data if there is only one equipment with the customer. But in cases where there are more than 1, the installed base view shows blank and also the result list does not show. Instead the Interaction History is displayed. I have checked all the forums and the config and it all looks correct. Here is the list of config that we have
1) I have the Account Identification Profile created and assigned the Object Component 'ICCMP_IBASE' to it with Auto Search checked ON. This I believe is for the IBase Details which is working fine for single equipments.
2) Function Profile 'BPIDENT' with value of the Account Identification Profile has been assigned to the Business Profile.
3) The Installed Base Profile 'DEFAULT_TREE' has been updated to UNCHECK 'Display Tree' as we want the result list.
4) Function Profile 'IBASE' with value 'DEFAULT_TREE' has been assigned to the Business Profile.
Am I missing something? The exact same config works perfectly in a box that has not yet been upgraded. Any help would be appreciated...

Hi,
I tested this issue and I can reproduce it in my environment. However, as far as I know, this behavior won't affect the usage of the address book.
I searched the internal resource but I cannot find a bug report regarding this issue. If you have any suggestion about this issue, you can submit a feedback via:
http://office.microsoft.com/en-US/suggestions.aspx
Best Regards,
Steve Fan
TechNet Community Support
It's recommended to download and install
Configuration Analyzer Tool (OffCAT), which is developed by Microsoft Support teams. Once the tool is installed, you can run it at any time to scan for hundreds of known issues in Office
programs.

How to create URL link for telephone number ,open to account search page and account result page ?

Hi Experts,
Bussines role - ZCC_ICAGENT
If user open this bussiness role and open Account page ,user enter telephone number and enter search account ,then result will be displayed.Instead of 3 clicks ,user click direct URL link ,telephone number is parameter,account Search and account result page will be opened direct link.
So how to do it..could you please provide me step by step...what are the steps wee need to follow for creating URL ..how to do it..Please help..
Thanks
Kalpana

Hi kalpana,
You dont need to do any setting for this.
Following URL will be used as per your requirement.
http://rrnewcrm.ril.com:8000/sap(bD1lbiZjPTI0MiZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm
?sap-system-login-basic_auth=X&sap-system-login=onSessionQuery&saprole=ZCC_ICAGENT&
sap-phoneno=9999999999
Here parameter sap-phoneno will contain the number you want to search for.
In component ICCMP_BP_SEARCH, go to view BuPaSearchB2B. write below code in its inbound plug IP_INBOUNDPLUG-
DATA: lt_ivr_url_param TYPE tihttpnvp,
         ls_ivr_url_param TYPE ihttpnvp,
         lr_searchcustomer TYPE REF TO if_bol_bo_property_access,
         ls_searchcustomer TYPE crmt_bupa_il_header_search.
CALL METHOD cl_crm_ui_session_manager=>get_initial_form_fields
       CHANGING
         cv_fields = lt_ivr_url_param.
lr_searchcustomer ?= me->typed_context->searchcustomer->collection_wrapper->get_current( ).
     CHECK lr_searchcustomer IS BOUND.
READ TABLE lt_ivr_url_param INTO ls_ivr_url_param WITH KEY name = 'sap-phoneno'.
IF ls_ivr_url_param-value IS NOT INITIAL.
         ls_searchcustomer-telephone = ls_ivr_url_param-value.
   CALL METHOD lr_searchcustomer->set_properties( EXPORTING is_attributes = ls_searchcustomer ).
         eh_onsearch( ).
    ENDIF.
Thanks & Regards
Richa

CRM View Deletion and modification for IC agent Account Identification

Hi Experts,
I have created a view copying the standard view from the IC agent Role. The view copied is the Account Identification view.
The view has been moved to produciton and was working fine in produciton. Now unfortunately it has been deleted in the
Developement system. Now the same view has to be enhanced. So i have copied the standard view again and created the view with <default> and the component object as BPSearch.
Now when I move the Transport across the clinet the enhancement or adding new feilds to this view is not reflecting in the other clients.
I find that the same context id, roleconfig key, object id is maintained. But still the view is not getting overwritten by the enhanced view in the Quality system.
Please advice what went wrong, or suggest how to correct this issue.
Regards,
karthik J

Hi Karthik,
You can solve this as Andrey suggested.
You have mentioned overwriting the view. May be I can throw some light here. Basically it is not overwriting
that is happening with Transport request. Instead it will do the delta changes from the previous version
existing in the systems. In your case, though you maintained same settings, there could be some settings
which differs because you created a new view after deletion. Due to that, in the quality system, it cannot see
the same previous version as there is a mismatch. Due to this mismatch, it will be ignoring the changes
as it cannot not know what is the delta because the previous version is not matching.
Other way to solve this problem is, delete the view from the quality system and transport the same from
the development system again.
Regards,
Leon

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Skype account yearly telephone number charge

Hi,
On Dec 19, 2014 Skype charged me $30.00 for the yearly telephone number, on Dec 22, 2014 Skype charged me $30.05 stating it was for the yearly telephone number. I had PayPal reverse the charge of $30.00 for the Skype number and received an email from Skype stating that my number will expire in Dec 30, 2014. I go to my Skype account and it says that my telephone number has expired, so Skype what is up??? Are you trying to say that you’re yearly charge for a Skype telephone number is $60.05? It was my understanding from Skype that a Skype yearly telephone number was $30.00 per year, yet when I ask PayPal to return one of your charges of $30.00 your email to me and my account says it will be expiring soon, so what is going on????

Hello and welcome to the Skype Community.
You've been flagged for posting a duplicate message which has been removed. Please avoid in future. Due to the chargeback your account has been blocked as a precaution to protect your assets. To arrange unblocking please contact Skype customer service
TIME ZONE - US EASTERN. LOCATION - PHILADELPHIA, PA, USA.
I recommend that you always run the latest Skype version: Windows & Mac
If my advice helped to fix your issue please mark it as a solution to help others.
Please note that I generally don't respond to unsolicited Private Messages. Thank you.

How to get Account identification number in a ZVIEW ( Empty View )

Hi ,
I created a ZVIEW in component ICCMP_BT_IRHIST from an existing standard view in this component im navigating to ZVIEW. In the Zview i want to get the account identification number.In the ZVIEW
I am writing this part of code
<%
data: lv_account_name type string,
        lr_entity       type ref to cl_crm_bol_entity,
        lr_cuco         type ref to CL_CRMCMP_B_CUCOBUPA_IMPL,
        lv_account_id   type string,
        lv_account_type type string.
TRY .
        lr_cuco ?= controller->get_custom_controller( 'CRMCMP_BPIDENT/CuCoBuPa' ).
    CATCH cx_sy_move_cast_error.
      RETURN.
ENDTRY.
check lr_cuco is bound.
lr_entity ?= lr_cuco->typed_context->SEARCHCUSTOMER->collection_wrapper->get_current( ).
check lr_entity is bound.
lv_account_name = lr_entity->get_property_as_string( iv_attr_name = 'BP_NUMBER' ).
%>
eventhough lr_cuco is bound lr_entity is not getting populated.
as a result im not able to get the account identification number in the ZVIEW.
Any suggestions on this ...................
Regards,
Sijo.......
Edited by: sijokjohn85 on May 7, 2009 3:12 PM

HI,
I have a similar kind of Issue and would like to k now How you resolved the issue.
I have two standard components, I am trying to read the custom controller of Component-1 in component-2.
The Object is bound but the value is empty, Similar to what you experienced.
Any tips will be really helpful.
Cheers..

IC Webclient Enhancement - Account Identification

Hi Experts,
I have a requirement to include a new view in the Account Identification screen, and it is not working. I have explained the requirement and my steps below. Sorry that it is lengthy, I thought of providing all the details.
I have the following scenario:
In IC Webclient Account Identification, I need to call a custom view (built in a custom component) on clicking the confirm button on Ibase component. This is how it should work:
i) Launch IC webclient sales role, account identification is the default screen. This is component CRMCMP_BPIDENT.
ii) Search for an account and confirm an account. The component and view displaying the account information is ICCMP_BP_DETAIL/BupaDetailB2B
iii) The Ibase is already setup, so on confirming an account, the corresponding Ibase components are shown in the result list. So, we select an ibase component. The selected Ibase details is shown in ICCMP_IBASE/IbaseDetails
iv) On clicking the confirm button on the ibase, a new view should be shown below the Ibase view. Component and view is ZCOMP/Myview
I am unable to see MyView as in step (iv).
I have done the following:
Component ZCOMP:
i) Created the component ZCOMP and created a view MyView
ii) Created an inbound flag "IP_DEFAULT" in the MainWindow (default window).
iii) Exposed the window and inbound flag in the component interface
Component ICCMP_IBASE:
i) Enhanced the component and its view IBDetails (as this view contains the confirm button).
ii) Created an outbound plug in the view. Plug = "CALLORDERSCREEN".
iii) Created an outbound plug in the window containing this view. Plug = "DMSORDER".
iv) In the OP_CALLORDERSCREEN method, code as below:
DATA: lr_window TYPE REF TO cl_bsp_wd_window.
lr_window = me->view_manager->get_window_controller( ).
lr_window->call_outbound_plug( 'dmsorder' ).
v) Under the window method OP_DMSORDER, coded as below:
fire_outbound_plug( iv_outbound_plug = 'dmsorder' ).
vi) Redefined the method "EH_ONCONFIRM" for the event "ONCONFIRM" in the view.
vii) In the redefined method EH_ONCONFIRM, coded as below:
IF lv_cucobupa->is_cp_selected( ) EQ '0' OR lv_cucobupa->is_cp_selected( ) EQ '1'
      OR lv_cucobupa->is_cp_selected( ) IS INITIAL.
     op_callorderscreen( ). " Just added this line and commented the below line. Rest ofcode is same
*    gr_window->call_outbound_plug( 'interactionhistory' ). "#EC NOTEXT
ENDIF.
viii) Exposed the outbound plug "DMSORDER" in the component interface.
Component ICCMP_BPIDENT:
i) There is already a component usage for Ibase. Added the outbound plug "DMSORDER".
ii) Added the new component ZCOMP in the usage and added its inbound plug "DEFAULT".
iii) Since the view MyView needs to be displayed below Ibase view, I did as below:
Created a new view area "Order" under the viewset CRMCMP_BPIDENT/BuPaIdentifyCustomer and added my view under this viewarea. Also, made the position changes in the view layout of CRMCMP_BPIDENT/BuPaIdentifyCustomer (BuPaIdentifyCustomer.htm)
iv) Created a navigational link as below:
ID = "dmsorder"
Source View = Window of ICCMP_IBASE containing the view IBDetails
Outbound plug = DMSORDER
Target view = MainWindow of component ZCOMP
Inbound plug = DEFAULT
I put breakpoints in each of the plug methods.....and found the following:
i) The method OP_DMSORDER in component ICCMP_IBASE is being called from the Ibase component plugs.
ii) The method IP_DEFAULT (which is empty) in component ZCOMP is being called as well.
But, I still cannot see the view!
Please let me know what I am missing here.
Thanks in advance.
Regards
Vicky

Hi,
it is hard to analyse this remote with no access to the system.
I suppose the new component you created is working --> You tested it stand alone?
As the inbound plug of your view is called the component setup is most probably correct. The navigation is working. There are two things I might suspect a problem:
1. The viewset in the ICCMP_BPIDENT is not set up correctly. Check the HTML and runtime repository again
2. During view creation something goes wrong. Thus the view is not created.
Perhaps you can create a blank view in your Z component and just put some html code
<h1>Hello World</h1>
on it. Now put this in the window of your Z component as default in the runtime repository.
cheers Carsten

Max number of Hits Account Identification

Hi all,
we are currently having the problem in IC that when somebody try to identify an account of an BP with more that 100 related sold to parties, that no account is displayed because of the standard max number of hits 100.
I have found the path to customize this in the SPRO but this sentence in the SAP help is making me some headache:
The higher the number you enter here, the more results the system will search for, and in turn, the more performance is affected. The maximum number of hits that the system allows is 100, which is also the default value.
I understand the point of the performance, but does this mean that the performance is also affected the account identification of the other BP with less than 100 related sold to parties?
Can anybody help in this issue?
We are working on CRM 5.0.
Regards
Abosi
Edited by: Abosi_3li2 on Feb 8, 2012 11:08 AM

Hello
The bug of nothing displayed if over 100 accounts are found is solved with [SAP note 1467929|https://service.sap.com/sap/support/notes/1467929.]
The code you are referring to is:
IF bpident_profile-max_hits IS INITIAL.
max_hits = 100.
ELSE.
max_hits = bpident_profile-max_hits.
ENDIF.
It means that, if blank, 100 hits is considered. You can modify the customizing up to 255 results since that is the limit of accounts to be found.
Regards
Joaquin

Using Employee numbers in Account Identification Screen

Hi Experts,
I have a scenario where I want agents to create complaints for Internal Employees of a company.
For this, I want those Employees to be searched in Account Identification Screen, so that after confirming the Account, Agents can create Complaints for them.
Is this possible in SAP CRM 2007?
Right now I am not able to search for employees in Account Identification Page.However, if we assign a role Consumer to employees which is CRM000, we are able to search them, which I don't want to do.
Because we are using HR Distribution Model. Everthing about agents are created by using this model.
Is there any way to do this?
Thanks and Regards,

Hello,
There is actually a separate Account Identification setting that can be used to enable the standard Employee Interaction Center functionality, allowing agents to search for employees by employee ID, create employee requests (a special kind of service ticket) and access backend HR employee data.
Best regards,
John

Bank Account Sttaus showing as "." instead of Submitted

Hi,
I created a bank account in AP Italy and saved the record. The status should be submitted but instead there is a "." So it cannot be approved.Can any profile setting to checked?
Kindly any help will be needful for me
Thanks and Regards

Hi Chin,
For the SBO std definition, the segmented account will use the code _SYS000..1 in the table or query result (select acctcode from oact). SAP AG want to differentiate the unsegmented account with segmented account. You could use -; ,; . in the segment separator.
In the programming languange's point of view, it is also known that the code field of table OACT have int (integer) as its data type.
So, the SAP AG development probably find difficulties to join the integer, numeric or alphanumeirc combination into one column. That's why they use the _SYS000..1 in their B1 product.
JimM

Error in Account Identification work center - Type = SYSTEM_ERROR, ID = ERR

Dear Experts,
I am getting an error in the initial Account Identification tab like "Type = SYSTEM_ERROR, ID = ERROR_SESSION_INIT, description = 16AA9A3937A9BB56E10000000A11447B". But surprisingly its disappearing when i give some input in any field.
But our clients dont want to see Blood (red) in the screen. Could you please provide some input why this error is coming and how sort this out.
Thanks in advance.
Cheers
MH

Hi,
This is the only error message that is raised in the screen? Try to check if have any relevant errors in trx. ST22 or in trx. SM21 and post here for a further analysis.
Best Regards,
Caíque Escaler

Error Message in IC Webclient BP is confirmed in Account Identification

Hi Gurus,
I am facing this error message .
Once an Account ID is entered in IC Web and CONFIRM button is pressed in account identification tab, then this message is displayed.
"Error occurred in class CL_ICCMP_CUCOIREC_IMPL, event InteractionStarted" and
"Error occurred in class CL_ICCMP_CUCOIREC_IMPL, event BPConfirmed"
Please guide me the solution for this.
Thanks,
Bhushan

Hello Gert.
Please forgive my ignorance, but I am working on an upgrade from 6.0 to 7.0
I will not tell the whole story but for a Business Role, the role config key was wrong. when I corrected this, a lot of views were corrected but I started getting this error. and just for this particular profile.
All three profiles, Role config key, Layout profile and technical profile are the same for several IC Agent profiles, but just the one that had it mistakenly different is causing the problem.
what would you advise? or should I create a note?
Thanks!
Juan P. Lanzagorta

Account Identification Profile in Web IC UI

Hello All,
I am new to Web UI 2007. I have an issue in displaying Account Identification in WebIC.
I have created a Account Identification Profile( Just like the way in 2005) and assigned it to BPIDENT function profile in Business Role.
When i start IC Agent Business role in UI The Account Identification Workcenter displays en exception and a Result List with no results.
The Exception says
BSP_WD_EXCEPTION_DISPLAY Checkpoint group is inactive. I went into SAAP TCODE and activated the checkpoint still its displaying the same warning.
I need some help
Thanks
Amar

Hi Amar,
Use Transaction SAAB to put "BSP_WD_EXCEPTION_DISPLAY" under the checkpoint group and activate. There will be another sceen that will come up, check the option Log and then save.
After you save log off and relogin.Now whatever error/exception you will be getting will be on the UI itself.
Regards,
Harshit

Reg b2b and b2c in account identification in webclient

Hi gurus,
is there any provision to use both b2b and b2c in account identification profile in a webclient profile.
Thanks in advance.

Hi,
This is a standard functionality in CRM2006s, but i doubt that it exists in standard in the lower versions
Regards
Rekha Dadwal

Account Identification thru Account no instead of telephone number

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