Accounting interaction center (AIC)

Hi,
We have made the settings for an Accounting interaction center (AIC) to
handle accounting related interactions in CRM.
We have created an Project in the solution manager and one of steps
is u2018setting up middleware for accounting interaction Center. Activating
middleware data for customers is done. In table TBE34 we have made the
setting. We using the badi SAMPLE_FCT MODULE_DE_EIOUT.
In next step Downloading Company Code master data is not created
message u2018
No BDocs found for this Request / Initial Load..nr. SMOF245u2019.(Tr.
R3AM1) We have checked our business partner replication and itu2019s OK.
Business partner (consumers) are replicated in ERP and CRM. The Company
code is not selectable.
What do we wrong?
Best Regards,
Adri

Hi,
Pick a business partner in CRM and display with TXN BP.
Select the identification tab in the partner and scroll down to the identification numbers. There you will see the company codes to which you customer applies.
Check the OSS notes on the subject of differences in R/3 and CRM data models.
Peter

Similar Messages

Parallel Processing In Interaction Center Account Identification

Hi Experts,
Can you please tell me how to process the multiple account idetification in Interaction Center. i.e An Agent is handling a call and Identified an account and again can he process or handle the different customer at the same time as first customer is active.
Is it possible to handle the multiple customers at a time and if it possible what will be the maximum customers he can handle.
I am working on CRM 7.O version
regards,
Sarangamath

Hi John,
Thank you for time in replying this.
However I have one more question - related to the optional adding of button to the tool bar. How do we need to add this button.
In order to open multi session , the agent should compulsory click on this button or is there anyother way?.
As per the sap 7.1 features document says
■Open new tabs so that IC agents can interact with multiple customers within one IC browser window
IC agents can manually open a new tab, or the system can be configured so that a new tab is opened automatically when a new interaction takes place----- Where can we configure this to achieve the new tab is opened automatically.
Do we need to any other settings at CMS side?.
Regards,
Deepthi.

SAP CRM WebUI : End Button Interaction center (and account CONFIRM)

Hi to everybody,
is there a function , or bapi , that performs the same steps of "END" button on interaction center?
I need to display data of the account selected and not the account confirmed.
At last,is there also a function to confirm an account without using the standard button on "Account Identification" view?
Or have i to degub the standard code directly?
Thanks in advance.
Regards.
Dario.

Hello, Dario.
So there is a class CL_CRM_IC_AUTO_NAV2. It's preloaded when the agent logins to CRM. In a view CRMV_IC_APP_COMP you can maintain which classes are preloaded. This class is for AUTONAVIGATION component.
Take a look at it. It subscribes for some IC events in IF_CRM_IC_COMPONENT~INITIALIZE. For instance, for interaction_ended event. And it handles this event in method HANDLE_INTERACTION_ENDED. There is a code which makes default navigation:
if me->end_descr_object is initial.
   TRY.
      iv_nav_srv->navigate_to_default( ).
     CATCH cx_root.
   ENDTRY.
endif.
You may try to copy this class to your own, then comment this block in your class and subsitute standard class with your own in CRM_IC_APP_COMP.
Hope this will help.

Issue with Interaction Account in Interaction center

Hi All,
I am working in Interaction center:
Current Scenario: If an Agent interacts with more than one account on the same call, the service request is always attached to the first account interacted with. This issue seems to be because the Agent cannot press the 'End' button to close the first account interacted with as this would cut the customer off.
This issue occurs if during a call a CSR interacts with an account, realizes it is not the correct account, presses the red X cancel button (because they cannot use End), locates the correct account and makes the requested changes in the correct account. When the Service Request is created, it will attach to the first account which is not the account the changes were made in.
Requirement: Now requirement is to attach Service request to second account / Or the when user lock the second account then first account should be deleted/cleared so that it could not find the first account.
can anyone please suggest where should I write the code and how can I read the first account to delete it. OR how can I attach the SR in the second a/c.?
Regards

Hi Arden,
Thanks for reply. here I am showing the screen shot how it is considering the first account:
This is the first a/c-1000008531 I taken. Now I cancelled this a/c by clicking on red(X) Icon.
Again locking the second a/c - 1000008532 without pressing END button
Now when I go to create Service request then it consider the First a/c - 1000008531
here I am not pressing SAVE button so once Service Request is clicked from below option after confirming the second a/c then it should consider the second a/c only.
Please let us know where should I write the code to overwrite the second a/c.?
Regards

Follow-up issue Interaction Center WebClient

Hi Guys,
Can someone help? this is about icwc follow-up issue.
1. I create a service order and save.
2. then I create a an interaction record and save.
3. I can observe in the service order the relationship "Role:Interaction, DOcument Type: CRM Bus. Activity". But not the
relationship "Follow up document".
I have a "Business Transaction Profile" for interaction center where the Activity is the main and service order is dependent
business transactions. Because, not all the customer when make a call want to create a service order, some only want to
register a feedback or make an appointment.
However, In my activity, I can observe in the Activity Clipboard my service order, but I need the SAP assigned the
relationship "Follow-up" for assign an action for close the follow-up document when close my service order.
What is wrong....? can someone help...

Hi Lyda,
Based on your remark about confirming the account first, I assume you are working with IC 4.0 or 5.0.
The service order is created as a dependent business transaction of the interaction record. The interaction record is automatically created when you confirm the account.
The relationship type in document flow is INTA.
It's true that you can only create activity types as real follow-ups of an interaction record (using the follow-up view).
However, technically it should be possible to also create other business object types as follow-up of the interaction record. You might need to enhance the transaction type drop-down listbox in the follow-up view. You also need to make sure that your interaction record is error-free.
As of CRM2006s it is possible in standard to create any business object type as follow-up of an interaction record.
Regards
Gert

Error creating sales order via Interaction Center

While creating a sales order via Interaction Center, I am getting an error "Error while creating member activity for order 5129793", as a result the points are not getting accrued for the account.
Can anyone please help? I am very new to this
Regards,
Harsh

Hi,
Check the partner determination profile in spro for this activity. Try to use a standard profile and see what happens.
Best regards,
Caíque Escaler

Manual BP creation in Interaction center

Hi all,
We got a new requirement stating, that we need to create a bp with basic details(address and bank account details)
manually in interaction center.
Manually means, user will give the bp and we need to create a business partner with the same bp number in CRM.
Can anyone suggest me the way to acheive this.
Thanks in advance.

Thank you Arden.
Yes i need to configure the bp number range.
technically, so i need to create a value node and this value node will get filled in interaction center by user input
and then i need to pass the values in the value node to one internal table
and that internal table will be the importing parameter to the bapi function call BAPI_BUPA_CREATE_FROM_DATA.
Is this a correct way?
If no please suggest me some other possible ways.
If correct, please let me know how to pass the values in the value node to internal table.
Thanks,
Aishwarya

Default Launch Page in Interaction center 2007

Hi ,
We are using CRM 2007.
I wanted to change the initail screen in Interaction center from Account identification screen to a custom workcenter containing only company's webiste.
I created a new logical link and then created a transaction using transaction launcher. I then crated a new workcenter and assigned this link to it.
Assigned this to my Navbar prof and made it as default logical link in navbar customizing.
When I log on to IC, my new Workcenter as default appears but the webpage doesn't start automatically. I need to click on Home link one more time again to get it?
What Am I missing?
Thanks

Hi urjose,
It is due to the logic in the IC ....
A recording of all interactions will be done, the IREC is created the minute you confirm the BP in search.
SAPs intention is that all other transaction types one wishes to work with should be made as follow-up activities. Follow-ups to the initial IREC. Since this wish to have IREC as central object there is no way to choose different types after your own conveinience....
Follow the logic and do the IREC first and let your users make a follow-up activity instead.
Morten

Interaction center Phone number problem

HI experts
I have a strange scenario related to interaction center
In the account identification, i need to enter the account holder information and its asks for the contact person details also where in the telephone field i have maintained one phone number.
Now in the contact person details I enter a second calling phone number and save the same.
The problem starts when i reopen the contact person's details the second phone number overrides the first one and puts a zero in the second line.
could you please help in finding out the exact reason of the above problem
Thanks in advance.....

My friend was telling me she knew someone who had to change their number because their texts and MMS messaging were being funny and not sending/recieving O_O. Well they switched out the SIM when I previously had the iPhone 5 but this time they didn't do anything, now that you mention it, I think I might just go there after work to have a new SIM inputted because now I'm on 3G 90% of the time instead of LTE and the LTE switch is on. All they did (technician online) recommended a network extender -_- hello that doesn't help me when i'm away from home. smh.

Session time out up to # hours for Interaction center

Hi Experts,
I want increase the web ui session time out up to # hours. I tried using SMICM and Technical Profile. But using these options i could not achieve such long session. I tried using RZ 11 icm keep alive parameter, but the effect will apply for all the applications in the CRM WEB UI.
I want do this for only Interaction center application not for all other application in CRM WEB UI .
Please help me how I can do this.
Thanks
Dinesh

Hi Dinesh,
This cannot be achieved without development enhancements to some standard SAP framework component, to introduce a "keep-alive" concept. If you are using a CMS for CTI or email integration, you need to ensure it supports keeping the communications session alive also.
Sincerely,
Glenn
Glenn Abel
Covington Creative
www.covingtoncreative.com

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

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>

Accounts Verification Center Nightmare. Service Suspended. No Explanation. HELP.

Yesterday, 9/26, at around 12pm I was trying to access my account to pay my Verizon bill for my internet and TV service. Through multiple attempts I was getting the prompt that my account could not be accessed and so I called technical support and was handed off to the Accounts Verification Center. While on the phone with them, they realized that my account was put on hold and asked that my wife, who is the primary account name, fax in her Social Security card, her Drivers License and a proof of address. Confused as to why they would need all of this personal information, I asked what was wrong with the account, and this is when things became increasingly unprofessional…
They told me first that this was part of a random audit which takes place within their offices. Confused, I asked what the red flags could possibly have been to put our account under suspicion. I was given no clear answer and told again that they needed our personal information. I said we would send it but my wife was at work and so I needed to wait to get in touch with her. In the meantime, I asked if we would still have our services while we got the documents together and ready to send. I needed to be able to work, and we need our internet over the weekend, and all of this was taking place on a Friday afternoon. I was told by this woman, who never gave her name, that we had a couple weeks to get them this information and that our service would not be interrupted. I then asked if there would be late fees on the bill I was trying to pay since it was due that day, and she told me they would transfer me to customer service and that, though they were able to put a hold on the account they could not put a hold on the bill date.
After that transfer I tried to access the internet and realized that, contrary to what I had been told, all of my services had been turned off. Everything prompted me with a restore message, but told me I could not access the restore because my account was on hold. I called the Accounts Verification Center back and spoke to a different woman. She told me that my services, while not terminated were suspended. When I reiterated that I had been assured my service would continue the lady told me simply that it had been “a miscommunication”.
The woman refused to speak to me further about the account because I was not my wife. She said I was not authorized on the account and there was no way to verify that my wife and I were married. No matter what I said, I was told I could not get any further information and that my wife needed to make all the calls. Frustrated, I contacted my wife who left work early so that we could handle this situation before we lost service for the entire weekend.<BR /><BR />After coming home from work she called again. When she asked how to authorize me on the account she was told that no further documentation was required and that it was standard practice to allow spouses to make changes to the account. I can only assume that this “standard practice” does not apply to same-sex couples as I was repeatedly told they would not discuss the matter with me without further proof.
At this time it was around 4pm and we were still not being told why this was happening or what the actual issue was with our account. When my wife asked if the account had been flagged as potentially fraudulent (something that had be insinuated to me) she was assured that this was not the case but that there were multiple accounts coming in under our name. This was new information and seemed reasonable as we had had difficulty initially with the account setup getting hung up on processing a month back.
So we packed everything up and drove to the nearest Verizon store to be able to fax the documents. The employees there seemed confused about the situation but let us use their facility to fax out information. While in the store, we called the AVC to make sure everything went through, as we had been instructed. We were told that everything had gone through but the proof of address would not work, first because it was not notarized, and then because it did not specifically state that it was for the month of September. We asked what type of documentation they would need, since we do not get paper utility bills outside of the bill they had sent us which we were told was not valid. They told us we would need to print out a bill from one of the websites. We pointed out that we had no internet access and would not be able to do that and were merely offered the guidance of “Yeah, it’s hard because more records are electronic these days.”
The manager of the Verizon store we were in suggested we figure out how to get it online, email it to her, and she would print it. She seemed astonished at how unprofessional and irregular this entire situation was. So, we sent more of our personal information to a woman who, while kind and exceptionally helpful was not someone we knew or would ideally have trusted to handle tons of personally identifiable information. She printed it and we sent it.
After receiving the copy of the driver’s license my wife was told that it was expired (it was not) and thus invalid as a proof of address. After confirming that the license was in fact NOT expired my wife was asked to read back the driver’s license number. The number was a match, however the last 3 digits on the license were partially faded by the holographic seal on the document (faded… but hardly illegible). We were told the document could not be used to verify unless the entire image was displayed in better fidelity. After faxing the document 3 more additional times using various brightness settings, the woman suggested that we take a cellphone picture of the driver’s license, print it out and send that.
We took a high-resolution image of the driver’s license, printed it out on a full 8.5/11 sheet of paper (more than 800% the size of the original document) so there could be absolutely no question as to the clarity and fidelity of the image and faxed the image over.
While waiting for this latest fax to go through, my wife was informed by the woman on the phone that, although the center was open for an additional 2 hours, she was leaving the office early. She said she would “leave detailed notes” for whoever handled our case next. The fact that I had been talking to her since noon and that this issue was not resolved was an incredibly huge problem. It was her job to help us fix it and she should not have suggested that she was too busy or that she needed to hang up the phone and call us back at her convenience. We needed to get their approval and the hold off by the time the office closed. In the most unprofessional manner, she hung up the phone on us and left us to call in again to get a different agent.
It was now around 5:40pm. The last copy of the DL had come in and we were told by a new agent that the photo of the driver’s license had been taken at a slight angle and would have to be retaken. My wife stated that we at this point had sent them 5 copies of the drivers license over the past 2 hours and could they seriously not verify the document based on the collection of documents now in their possession? My wife was put on hold without warning midway through her sentence and when the agent came back a few minutes later we were told that “a team of experts were inspecting the documents.” Furthermore we were told that we were the first customers using the iPhone 6 fax feature and this new and untested technology was causing their “team of experts” difficulty. Having been tagged in to take over the phone again at this point (11 hour customer service traumas are best taken in shifts), I told him we were in an official Verizon store using their store issued fax machine and had no idea what he was talking about. He paused and said he was just going off of what was said to him and that he could not provide a timeframe for when his crack team of photocopy analyzers would be finished.
I said that we needed a time frame because they were the ones who would be leaving the office and leaving us with no options. The employee on the other end put the phone down. I could hear them talking but could not make out the words. When he returned he specifically said the hold would be taken off of the account and our services should be returned within two hours. I asked what the conclusion had been and if, now that it had been resolved, could they inform us of why this had all occurred so we could avoid it in the future. He said that the reason for our stop in service was “unclear at this time’. I said that was unacceptable because my wife and I had both missed out on work while dealing with this issue and it had severely inconvenienced us so there must have been a reason for shutting off the services. Instead of answering the question the agent bizarrely defaulted to the Verizon script, thanking us for being customers and asking if we had more questions. I said he hadn’t answered the previous question yet and he just repeated ‘Thank you for calling. Do you have any other questions?” I then asked to speak to a supervisor because he was not giving me a response. I was told there was no manager in the office who I could contact but that I could leave a number so that someone could contact me on Monday morning. I asked for his name and he hit the hold music and then hung up the phone.
We were told our service would return two hours from 6pm. We went out to dinner and returned home at 11pm. When I tried to access my services we were still in a suspended state. I called Customer Service- Tech Support and spoke to a very kind and helpful representative. He tried to speak to everyone he possibly could to restore our services, but the AVC had never removed the hold as they had assured us they would. We spoke to a Billing Agent who informed me that his department had not turned off the service and had not flagged the account for any reason. He let me speak to his supervisor so I could talk to some form of management, but unfortunately he could do nothing because the AVC functions as a separate entity. He set it up so a manager would call to check up on the case on Monday and if it had not already been resolved, would call over with me and get the employees to act with more civility and so they would act more professionally.
The problem is that I need this issue resolved as quickly as possible. Not only because I need it for work, but because I have been repeatedly lied to by multiple people within the AVC office. I do not know why my wife and I are being put through this situation or what flagged our account. I don’t know why I was singled out as not being able to access the account, when we were later told spouses do not need to be authorized. I don’t know why I was refused names. I don’t know why I was hung up on or why my questions were ignored. I don’t know why they needed all of our ID or why they needed so many copies of them. I have just been harassed and I have been lied to for hours at a time. I know I have calls set up for Monday but I want my services set up as soon as possible so that my wife and I can continue to do our work and have everything resolved.
I would also like more information on what supervisors I can speak to in the Accounts Verification Center. I want to know why all of this happened and why we were treated so poorly by every representative we spoke to in that office.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

User status in item level in Interaction center

I confirgue the sales function in Interaction center. I want to set user status in Item level. But I don't find the user status field in item level in UI. Could you tell me how find user status field?

Hi Prem:
Yes, I have already confirgued status management and assigned to item category. I can see the status appear in back office UI but not in Interaction center. So it is strange.

Error~ PR G/l Account & cost center is not appearing in PO while copying

Dear All,
I am converting PR into PO, while creating PR I have assigned account assignment cat as "K"(cost center ), so i assigned Cost center and G/L account , After this I tried to convert this into PO, but in PO again it is asking for G/L account & cost center onemore time,Earlier it wasn't .
May be some where the setting got changed but I am unable to find where exactly this setting got changed.
Please anyone could help in this.
Regards,
Nagaraj S

well thats really wiered
can u do one thing in your quality system create one PO and pleas but make sure the data in the po sholud be same as that of PR but this PO will be created without the reference of PR
i want to check if system is able to find the G/L account automatically which ideally it should find
in case the g/l is not picked automatically then in that case check the valuation class in material master and the g/l which is maintained in gbb or not and make sure the g/l is a cost element
if the g/l comes automatically then check the PO document type settings in the those 2 folder at the left poriton of screen in IMG>>olme>>POdefine document type

Accounting interaction center (AIC)

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